Nasir Husain
New Delhi
Summary
Dynamic Customer Service Executive with a proven track record at Air Mauritius, excelling in operational management and customer service excellence. Adept at issue escalation and interdepartmental coordination, ensuring smooth handling of VIP cases and effective delay management. Recognized for enhancing passenger satisfaction and maintaining safety standards in high-pressure environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Executive
Air Mauritius
02.2024 - Current
- Responsible for Passenger handling Including Pre-Flight editing, pre/post flight, reports and correspondence, ancillary revenue and meeting station Targets (Punctuality, customers scores, etc.)
- Supervision of Ramp Handling activities, with a focus on safety and security of the aircraft and all associated areas of the turnaround.
- Processing of Flight Information reports.
- Supervising duties assigned to other airport & GHA Staff.
- Effective delay & Disruption Handling, advising hotels and passengers in the event of delay and accompanying passengers of delay flights to hotels; rerouting passengers.
- Reporting to the Airport Manager-India, all irregularities concerning handling of Cargo and Post Office Mail.
- ULDs serviceability checks, ULDs inventory management and damage reporting.
- Special handling of VIP,CIP and stretcher & oxygen cases.
Operations Supervisor
Bird Worldwide Flight Services
05.2023 - 01.2024
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Establish counters management, queue management and proper boarding guidelines.
- Coordinate crew movements as per the Airline specifications.
- Ensure FHR is properly filled in and signed in time by respective Airline representatives.
- Ensure adequate availability of staff in each functional area.
- Attend to investigation and complaints raised by Airlines or Customers.
- Ensure staff follow procedures as per rendered.
- Monitoring roistering of staff for effective cross utilization.
- Monitor the flight operations including pre-flight, arrivals and departure & post-flight activities.
- Extend Proper communication to the staff periodically for delay and before schedule operations etc.
- Coordinate and interact with various government agencies.
Lead Customer Service Agent
Qatar Aviation Services
02.2022 - 03.2023
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Coordinates activities of passenger reservations and ticketing.
- Ensuring a timely departure of the aircraft, responding to passenger concerns, baggage handling and queries.
- Preparing Preflight briefing and giving to check in agent & Boarding gate Agents.
- Sending delay messages and post flight mails to origin station.
- Handling delay/cancelled/technical/pay load restricted flight as per company norms.
Customer Service Supervisor
Air India SATS Airport Services Pvt Ltd
04.2014 - 01.2022
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Conduct briefing in advance of the day’s operations and solutions to the problems faced by the staff periodically.
- Ensure you to convey the changes/amendments in the policies/procedures that affect operational responsibilities
- Liaison with carriers, Authorities at Airport, OAL and handling agencies.
- Always ensure Terminal discipline.
- Responsible and accountable for the overall quality, safety and security of operations.
- Ensure client satisfaction, Airline meetings to resolve issue or complaints.
- Oversee special handling requirements (MAAS, VIP, etc.) to ensure smooth handling.
- Recording the incidents and action taken.
- Constantly communicate with flight crew in case of passenger offloading.
Education
Aviation Engineering Diploma - Mechanical Engineering
Uttarakhand Academy Of AME
Aligarh, India10-2013
Skills
- Issue escalation
- Operational Management
- Leadership and Team Management
- Customer Service Excellence
- Regulatory compliance
- Resource allocation
- Interdepartmental Coordination
- Analytical & Reporting skills
- IT & System proficiency
Certification
- Security awareness training conducted by Qatar Airways, Doha, Qatar.
- ERP training conducted by Qatar Airways, Doha, Qatar.
- Passport & travel document verification training conducted by Qatar Airways, Doha, Qatar.
- Handling Customers with Disabilities training conducted by Qatar Airways, Doha, Qatar.
- Passport & Visa training conducted by Schengen/UK, British ALO & Austria ALO.
- Airlines DCS training of SPRINT, SKYPORT, Sabre Sonic & Sabre DW conducted by Qatar Airways, Doha, Qatar.
- Airline DCS training of SITA, Amadeus Altea CM conducted by Air India SATS, Delhi, India.
- Airline DCS training of BIS conducted by Mahan Airline, Delhi, India.
Languages
Hindi
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Customer Service Executive
Air Mauritius
02.2024 - Current
Operations Supervisor
Bird Worldwide Flight Services
05.2023 - 01.2024
Lead Customer Service Agent
Qatar Aviation Services
02.2022 - 03.2023
Customer Service Supervisor
Air India SATS Airport Services Pvt Ltd
04.2014 - 01.2022
Aviation Engineering Diploma - Mechanical Engineering
Uttarakhand Academy Of AME
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