Summary
Overview
Work History
Education
Skills
Certification
Achievements And Awards
Personal Information
Languages
Accomplishments
Affiliations
Timeline
Generic
Mallick Jahirul Islam

Mallick Jahirul Islam

New Delhi

Summary

Dynamic Senior Airport Lead at Cathay Pacific with a proven track record in crisis management and innovative problem-solving. Expert in team leadership, fostering high-performing teams, and enhancing customer satisfaction. Achieved significant cost savings through efficient operations while ensuring compliance with safety protocols. Passionate about delivering exceptional service and driving team success. Skilled in the field of safety management, with a background in supervising and implementing safety protocols on ramp operation. Knowledgeable about OSHA regulations, hazard identification, accident investigation, and training team members to ensure optimal workplace safety.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Senior Airport Lead

Cathay Pacific
New Delhi
11.2023 - Current
  • Managing flight operations with the highest level of safety and best customer service.
  • Manage the GHA team, and ensure to have a happy and healthy team.
  • Emergency and accident response coordinator.
  • Managing the station billing process and helping the FIN team.
  • Scrutinize the local SOP and build a process compliant with the organization's SOP to implement an efficient flight operation.
  • Achieved cost-savings by developing functional solutions to problems.
  • Motivate each team member to maintain a high-performing team.
  • Completed day-to-day duties accurately and efficiently.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.

Guest Service Agent

Emaar Hospitality Group
Dubai
11.2022 - 10.2023
  • Company Overview: Worked in Vida Dubai Marina and Yacht Club.
  • Managing the front desk.
  • Provide guests with all necessary assistance.
  • Maintaining a high standard of customer experience.
  • Investigated guest complaints and utilized critical thinking to foster expedient resolution.

Customer Agent

Air India Airport Services Limited
Kolkata
01.2021 - 09.2022
  • Company Overview: Worked with Flydubai Airlines.
  • Load officer and CLC coordinator.
  • Adequate knowledge of the web world tracer.
  • Conducting regular briefings (preflight and post-flight).
  • Supervising the counters and troubleshooting the check-in issues.
  • Liaison with the regulatory authority to facilitate the airlines.
  • Giving continuous feedback to staff for smoother operation.
  • Emergency (ERP) response coordinator.
  • IROPS planning and coordinating.
  • Coordinating for MHB.
  • Managing the roster.
  • Trained new staff on customer service procedures and operational standards.

Supervisor

Bhadra International India PVT LTD
Kolkata
01.2014 - 12.2020
  • Company Overview: Worked With Cathay Pacific Airlines.
  • Handling check-in, boarding, and arrival.
  • Loading supervisor and ramp coordinator.
  • Managing baggage makeup and baggage breakup areas.
  • Emergency and accident response coordinator.
  • IROPS planning and coordinating.
  • Coordinating for MHB.
  • Look after staff productivity, and enhance their skills to maintain world-class customer service.
  • Conducting recurrent training for staff to keep up with the company policy.
  • Conducting preflight and post-flight briefings.
  • Liaison with the regulatory authority, maintain good PR with all the agencies, and coordinate to facilitate the airlines.
  • Trained new employees on company policies and operational procedures for efficiency.
  • Resolved employee conflicts through effective communication.
  • Managing the roster.
  • Supervised daily operations ensuring adherence to safety protocols and quality standards.

Education

Diploma in aviation and hospitality management - Management

Frankfinn Institute of Airhostess Affiliated By ICM
Kolkata
12-2014

Bachelor of Science -

The University Of Burdwan
Kalna College
08-2013

Skills

  • Troubleshooting
  • Team building
  • Crisis management
  • Team leadership
  • Quality assurance
  • Conflict resolution
  • Performance evaluation
  • Innovative thinking
  • Multitasking Abilities
  • Task prioritization
  • Problem solving

Certification

  • Dangerous goods training (Cat 8 and Cat 9)
  • USA and Canadian documentation training
  • Turnaround coordinator and aircraft loading supervisor
  • Mastering service excellence
  • Autism and sensory awareness
  • Attended multiple training sessions with Cathay Pacific for self-development

Achievements And Awards

  • Received multiple awards for excellence in operation from Bhadra, as well as from Cathay Pacific Airlines
  • Awarded for working in adverse conditions
  • Won multiple safety quiz awards with Cathay Pacific

Personal Information

  • Passport number: C9582199
  • Date of birth: November 7, 1991
  • Nationality: Indian
  • Marital status: single
  • Religion: Islamic

Languages

English
First Language
Hindi
Proficient (C2)
C2
Bengali
Proficient (C2)
C2

Accomplishments

  • Participated in multiple ERP drills with the airport operators
  • Participated in the 'Ramp Safety Awareness Campaign' with the Airport Authority of India
  • Participated in a number of leadership quality enhancement programs and excellent customer service enhancement programs conducted by Cathay Pacific Airways
  • Conducted multiple safety awareness campaigns to inculcate the best safety practices among the team members

Affiliations

  • I love to play cricket
  • I love to listen to music or podcasts in my spare time

Timeline

Senior Airport Lead

Cathay Pacific
11.2023 - Current

Guest Service Agent

Emaar Hospitality Group
11.2022 - 10.2023

Customer Agent

Air India Airport Services Limited
01.2021 - 09.2022

Supervisor

Bhadra International India PVT LTD
01.2014 - 12.2020

Diploma in aviation and hospitality management - Management

Frankfinn Institute of Airhostess Affiliated By ICM

Bachelor of Science -

The University Of Burdwan

Similar Profiles

CREATE PROFILE
Mallick Jahirul Islam