Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Mustafa Sultan

Jeddah

Summary

3 years as a Passenger Service Representative (PSR), skilled in check-in, boarding, ticketing, fare class understanding, and managing customer queries with precision and empathy. Additionally, I have hands-on knowledge in cargo handling, ground operations, and airline dispatch procedures, supporting safe and efficient aircraft turnaround.

CERTIFICATIONS

  • IATA Airport Handling Course
  • IATA Air Cargo Course
  • IATA Dangerous Goods Regulations (DGR) Course
  • Dispatch Training: Practical training in flight dispatch, including flight planning, weather analysis, weight & balance, and regulatory compliance for flight operations.


7+ years in HSBC Telephone Banking (UK Process), proficient in credit card services, internet banking support, fraud prevention, and financial transactions including international and local transfers.

Overview

11
11
years of professional experience

Work History

Passenger service agent

DNATA UK
04.2023 - 06.2025
  • Passenger service agent at London Heathrow Airport.
  • Greet passengers at check-in counters and verify documentation (passport, visa, ticket, COVID or health requirements).
  • Weigh, tag, and check-in baggage following airline-specific policies.
  • Assign seats, issue boarding passes, and manage special requests (e.g., wheelchair assistance, meal preferences).
  • Coordinate and manage the boarding process at gates, including flight announcements, documentation checks, and final passenger counts.
  • Provide information on flight schedules, terminal layouts, delays, and airport services.
  • Assist passengers with missed connections, rebookings, or cancellations.
  • Help resolve baggage issues including delays, damage, or misplacement in coordination with the baggage service office.
  • Handle VIPs, frequent flyers, and unaccompanied minors (UMs) with extra care and priority.
  • Ensure all passenger handling activities comply with CAA, IATA, and airline safety and security procedures.
  • Check travel documents thoroughly to avoid immigration or boarding violations.
  • Support security checks and report any suspicious behavior or unattended items immediately.
  • Liaise with cabin crew, ground handlers, immigration, and customs to ensure smooth operations.
  • Manage passenger flow during flight disruptions or cancellations.
  • Provide rebooking assistance, hotel and transport arrangements where applicable.
  • Deal professionally with distressed or irate passengers while maintaining service excellence.
  • Assist elderly passengers, those with reduced mobility (PRMs), and passengers requiring special medical assistance.
  • Ensure smooth transfer for connecting passengers within tight timeframes.
  • Handle and escort unaccompanied minors with full documentation and care protocols.
  • Prepare and submit daily reports and flight handling documentation.
  • Record irregularities, complaints, and incidents and escalate to supervisors or airline representatives.
  • Work closely with ramp, baggage, and cabin service teams to ensure on-time performance (OTP).
  • Participate in briefings, audits, and refresher training sessions.
  • Contribute feedback for service improvement and customer satisfaction initiatives.

Customer service agent

HSBC BANK
04.2014 - 11.2021
  • Company Overview: Customer service agent in retail banking.
  • Handle inbound customer calls professionally and empathetically.
  • Assist with a variety of retail banking services, including account inquiries, balance checks, transaction details, lost/stolen card reporting, internet/mobile banking support, personal loan and mortgage inquiries, credit card issues and servicing.
  • Resolve customer complaints promptly and effectively.
  • Escalate unresolved issues or potential fraud to the appropriate team.
  • Provide first-contact resolution where possible.
  • Follow strict data protection and banking compliance procedures.
  • Verify customer identity using security protocols (DPA checks).
  • Recognize and report suspicious or fraudulent activities immediately.
  • Maintain strong knowledge of HSBC's banking products, such as current accounts, savings, credit cards, and loans.
  • Promote suitable HSBC products based on customer needs (non-aggressive upselling).
  • Accurately log call details, complaints, and transactions in HSBC's CRM systems.
  • Navigate multiple banking platforms simultaneously during calls.
  • Maintain call quality and compliance in line with HSBC's audit and regulatory standards.
  • Achieve individual and team KPIs like call handling time, customer satisfaction (CSAT), first contact resolution (FCR), compliance scores.
  • Participate in regular coaching sessions, briefings, and training updates.
  • Customer service agent in retail banking.

Education

International business management -

KINGSTON UNIVERSITY
01.2023

Skills

  • Airport Passenger Services
  • Air Cargo Handling & Documentation
  • Ground & Ramp Handling Procedures
  • Ticketing & Fare Rules Knowledge
  • Customer Service & Complaint Management
  • Aviation Safety & Security Compliance
  • Communication & Interpersonal Skills
  • Training & Mentoring
  • Time-Critical Operations Management

Languages

English
Urdu
Hindi
Arabic

Timeline

Passenger service agent

DNATA UK
04.2023 - 06.2025

Customer service agent

HSBC BANK
04.2014 - 11.2021

International business management -

KINGSTON UNIVERSITY

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Mustafa Sultan