Hi, I’m
Nawaf Sayyed
RMS ALLOCATOR
Doha
Summary
Passionate about pursuing a fulfilling career in the aviation industry, I thrive on working alongside diverse individuals from around the globe. With a strong desire to connect with people and a genuine love for my job, I am dedicated to making a positive impact in this dynamic field. Seeking to leverage my skills and enthusiasm, I am committed to contributing to the success of an organization while continuously growing both professionally and personally.
Overview
17
years of professional experience
Work History
RUMANI TRAVELSMumbai
Counter Staff Member
01.2008 - 08.2009
Job overview
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Resolved customer complaints professionally, maintaining a positive brand image.
- Participated in staff meetings to discuss ways of improving overall customer experience and operational efficiency.
Qatar Aviation ServicesHamad International Airport
Passenger Services Agent
03.2014 - 03.2019
Job overview
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Tagged baggage and routed to appropriate location for loading and screening.
- Provided exceptional customer service, addressing passenger concerns promptly and professionally.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Educated passengers on safety procedures and provided assistance to disabled passengers
- Safeguarded sensitive passenger information by maintaining strict confidentiality standards at all times.
- Demonstrated adaptability by adjusting quickly to changes in flight schedules or gate assignments.
- Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
Celebi Nas Airport services Pvt Ltd(Qatar Airways)Mumbai
Passenger Services Agent
05.2012 - 02.2014
Job overview
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Tagged baggage and routed to appropriate location for loading and screening.
- Provided exceptional customer service, addressing passenger concerns promptly and professionally.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Demonstrated adaptability by adjusting quickly to changes in flight schedules or gate assignments.
- Safeguarded sensitive passenger information by maintaining strict confidentiality standards at all times.
- Educated passengers on safety procedures and provided assistance to disabled passengers
- Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
- Provided exceptional customer service to passengers, addressing concerns and resolving issues.
- Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Enhanced customer satisfaction by providing efficient check-in and boarding services.
- Managed ticket sales and reservation inquiries, utilizing thorough knowledge of fare structures and pricing strategies.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
Dubai Airports Ahlan DepartmentDubai
Guest Service Representative
09.2010 - 10.2011
Job overview
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Collaborated closely with colleagues across departments to enhance overall guest experience throughout their stay.
- Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
Polo Queen SolutionsMumbai
Contact Service Agent
08.2009 - 08.2010
Job overview
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Managed high call volumes while maintaining excellent customer service standards for prompt issue resolution.
- Handled challenging situations calmly and professionally, finding effective solutions under pressure without compromising quality of service delivery.
- Supported marketing initiatives through promoting special offers or discounts available on services within the organization.
- Assisted in training new team members on company policies, procedures, and best practices for successful integration into the team.
- Utilized strong communication skills to effectively address customer concerns and provide solutions that met their needs.
- Demonstrated adaptability by quickly learning new systems, tools, and procedures as needed for optimal performance.
- Enhanced customer satisfaction by providing efficient and courteous service in a timely manner.
- Participated in regular meetings to discuss performance metrics, identify areas for improvement, and develop strategies to achieve goals.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
Mumbai International Airport LtdMumbai
Trainee Terminal Service Officer
11.2008 - 07.2009
Job overview
- Learned new materials, processes, and programs quickly.
- Attended training courses to build understanding of processes, techniques, and industry.
- Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.
- Supported departmental tasks to increase understanding of industry processes.
- Promoted positive collaboration among trainees, encouraging teamwork and problem-solving skills.
- Interacted with customers under supervision to support operational objectives.
- Enhanced trainee experience by developing comprehensive orientation programs and hands-on training sessions.
- Facilitated smoother operations by maintaining clean and organized workspace.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Enhanced customer satisfaction by efficiently addressing and resolving service-related issues.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Qatar Aviation ServicesQatar
Resource Manager
03.2019 - Current
Job overview
- Enhanced team productivity with regular performance evaluations and targeted training programs.
- Collaborated with department heads to identify staffing requirements, resulting in improved workforce planning and reduced overtime ratio.
- Analyzed historical data to forecast future resourcing needs, enabling proactive planning and adjustments as needed.
- Continuously assessed the effectiveness of existing resource management strategies, refining processes as needed to ensure optimal performance at all times.
- Facilitated cross-functional collaboration by coordinating shared resources between departments in a timely manner.
- Regularly reviewed project scopes to ensure appropriate allocation of resources based on changing priorities or unforeseen challenges.
- Mentored junior staff members in effective resource management techniques, fostering a culture of continuous improvement within the team.
- Served as a key point of contact for both internal stakeholders and external partners on matters relating to resource availability and allocation, fostering strong relationships built on trust and transparency.
- Streamlined resource allocation processes by implementing efficient scheduling and tracking systems.
- Utilized advanced analytics tools to monitor trends in resource usage, proactively identifying potential areas for optimization or cost savings opportunities.
- Developed metrics for assessing effectiveness of resource allocation, leading to continuous improvement in processes.
- Fostered collaborative work environment, leading to increased employee satisfaction and reduced overtime ratio.
- Ensured compliance with all regulatory requirements in procurement and deployment of resources.
Education
University Overview
- Passed SSC from Sacred Heart Convent School in the year 2005 (Maharashtra State Board).
- Passed HSC from P.G.Abhyankar College in the year 2007 (Maharashtra State Board).
- Pursued a Diploma in Airline Passenger Handling from Indian Aviation Academy in the year 2008.
- Pursued an IATA Certificate in Airport Operations from Montreal (Canada) in the year 2008.
Skills
Working Knowledge Of Windows 98/XP
MS Word, MS Excel, PowerPoint etc
Basics of Web page designing
Team Player
Effective communication
Process implementation
Customer Relations
Effective leader
Training and mentoring
File and records management
Decision-Making
Planning and Coordination
Organization and Time Management
Flexible and Adaptable
Self-Motivated
Multitasking Abilities
Analytical and Critical Thinking
Interpersonal Communication
Attention to Detail
Height
5'8"
Maritalstatus
Married
Passportdetails
G8108869 (valid till 10/03/2018)
Roles And Responsibilities
- Maintaining smooth functions of given responsibilities at check-in counters.
- Ensuring friendly service environment at check-in, boarding & arrival areas.
- Escorting MAAS passengers with Special Handling and security measures.
- Assisting passengers with special needs from the arrival and to the departures like wheelchair, expectant mothers, blind, MEDA & many more.
- Maintaining proper coordination with handling of baggage at departures as well on arrivals.
- Preparing day to day flight activity reports.
- Handling queries of customers personally with total satisfactions from them.
- Also Handling post flight functions like sending telex, flight functions filing, Seat editing & many more.
Previousemployers
- Worked as a Terminal Service Officer with Mumbai International Airport Ltd from November 2008 to July 2009.
- Worked as a Customer Service Agent with Polo Queen Solutions at Mumbai from August 2009 to August 2010.
- Worked with RUMANI TRAVELS as a Counter Staff while perusing IATA diploma in Mumbai.
- Worked as a GSA with Dubai Airports Ahlan Department from September 2010 to October 2011.
- Worked as a Passenger Services Agent with Celebi Nas Airport services Pvt Ltd(Qatar Airways) at Mumbai International Airport Pvt Ltd from May 2012 to FEB 2014.
- Working as a Acting Sr. Passenger Services Agent with Qatar Aviation Services at Hamad International Airport from Mar 2014 till present.
Personal Information
Date of Birth: 10/11/89
Languages
English
Advanced (C1)
Hindi
Advanced (C1)
Urdu
Advanced (C1)
Arabic
Intermediate (B1)
Timeline
Resource Manager
Qatar Aviation Services
03.2019 - Current
Passenger Services Agent
Qatar Aviation Services
03.2014 - 03.2019
Passenger Services Agent
Celebi Nas Airport services Pvt Ltd(Qatar Airways)
05.2012 - 02.2014
Guest Service Representative
Dubai Airports Ahlan Department
09.2010 - 10.2011
Contact Service Agent
Polo Queen Solutions
08.2009 - 08.2010
Trainee Terminal Service Officer
Mumbai International Airport Ltd
11.2008 - 07.2009
Counter Staff Member
RUMANI TRAVELS
01.2008 - 08.2009