Mohd Saif
New Delhi
Summary
Seeking a position that would enable me to demonstrate my proficiency, skills and capabilities by enhancing my knowledge in continuous learning environment. To deliver a high standard service and travel experience to the passengers at the designated area of work (such as Check-in, Boarding, Mishandled Baggage, and Special Handling) in a safe, efficient and timely manner in line with airline standards and International / Local regulations pertaining to safety, security and border controls.
Overview
8
8
years of professional experience
Work History
SR. Customer Service Executive-Terminal/Airport Operations
GMR, Delhi International Airport Limited
New Delhi
11.2017 - Current
- Reporting to Terminal Manager
- Complies with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment
- Handling Critical Medical Emergencies, coordination with AOCC, Medical Team and Government Agencies
- Following Standard Operating Procedures (SOP) at times of emergencies and guiding passengers to safe zone
- Solving issues raised by passengers during check-in, boarding or transfer and ensures that unresolved issues are communicated to the Team Leader on shift
- Manpower and work efficiency Audit for vendors
- Meets designated passengers (unaccompanied minors, young passengers, wheelchair, elderly and passengers with special needs) and ensures that the required services and facilities are provided to meet any special requirements
- Auditing of all equipment and check-in areas to ensure that they are functional to avoid any potential delays or disruption of the operation and ensures work area is presentable to customers
- Direct interaction with Immigration officers and Custom officials as per various requirements
- Handling Complaints regarding Airport, Airlines, Government Agencies providing solution to which satisfy the passenger
- Coordinating the activities for the (buggy operators / wheelchair attendants) in line with the passenger requests to ensure timely passenger journey
- Handle lost property claims until resolution
- Ensure lost property items are correctly logged and stored
- Manage the lost property donation process
- Manage the disposal process of prohibited items
- Monitor social media pages to identify customer's needs, clarify information, investigate issue/query and provide suitable solutions and/or alternatives
- Liaise with other departments and provide customers with the company's service and facilities information
- Complete Contact Centre/Lost Property logs and reports and make them available for Management's review.
Customer Service Agent
Premium Plaza Lounge c/o GMR Delhi International Airport Limited
New Delhi
09.2016 - 11.2017
- Manning the information desk at various areas of all 3 Terminals as per allocated by Terminal Manager.
Education
Bachelors in Computer Applications -
Future Group of Institutions
Bareilly, Uttar Pradesh, India09-2016
High School Diploma -
Saint Ann's College
Palia Kalan, Uttar Pradesh, India09-2013
Skills
- An effective communicator
- Resolving issues
- Sound reasoning
- Adherence to safety and regulatory protocols
- Performance driven
- Fluency in spoken multilingual languages
- Software Proficiency
- Microsoft Office Suite
- Internet and Computer Operations
- Airport and Airline Systems Expertise
- Airport Check-in Kiosks
- Customer Relationship Management (CRM) Software
- Flight Information Displays
- Data Analysis Tools
- Crisis Management Systems
- Customer Feedback Platforms
- Communication Technology
- Electronic Boarding Passes and Mobile Apps
- Flight Planning and Scheduling Software
Trainings
- BASIC LIFE SUPPORT /FIRST AID training
- First Aid Training by World health Organization
- YLSHA / HCL First Aid CPR AED Training
- Training in Dangerous Goods Regulation
- Training in Airport and Terminal Emergency
- 5S and Kaizen training
- Annex 9 - Passenger facilitation training
- Safety Management Systems training
- Ground Support Coordination
Personal Information
Marital Status: Single
Date of Birth : 12 May 1995
Place of Birth : Palia Kalan, Uttar Pradesh, India
Hobbies and Interests
- Motorcycle riding
- Swimming
- Hiking
Languages
Hindi
First Language
English
Proficient (C2)
C2
Punjabi
Advanced (C1)
C1
Disclaimer
I hereby declare that the information provided by me in this resume is true and correct to the best of my knowledge and belief.
Timeline
SR. Customer Service Executive-Terminal/Airport Operations
GMR, Delhi International Airport Limited
11.2017 - Current
Customer Service Agent
Premium Plaza Lounge c/o GMR Delhi International Airport Limited
09.2016 - 11.2017
Bachelors in Computer Applications -
Future Group of Institutions
High School Diploma -
Saint Ann's College
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