Shahid Koka
Delhi
Summary
Customer-oriented Airline Customer service executive with 3+ years of experience in airport operations and passenger handling. Skilled in delivering service excellence during check-in, boarding, and irregular operations while ensuring safety, efficiency, and customer satisfaction in a multicultural environment.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Agent
Air India Sats
Delhi, INDIA
01.2023 - Current
Provided exceptional customer service to both domestic and international passengers.
Managed check-in, boarding, arrivals, baggage services, and flight inquiries with professionalism.
Assisted families, elderly passengers,
unaccompanied minors, and passengers requiring special assistance.
Supported premium and lounge customers, ensuring a smooth and stress-free journey.
Resolved customer issues calmly in high-pressure situations.
Operated on a rotating schedule covering nights, weekends, and holidays.
Used Windows systems, MS Word, Excel, and email for daily operations.
Education
Bachelor of Arts -
University of Kashmir
High School Diploma (class 12) -
Govt Higher Secondary School Doru
Skills
Passenger assistance expertise
Conflict resolution
Time management
Multilingual communication
Airport operations
Customer engagement
Regulatory compliance
Rotational Shift work
Certification
✓Diploma in computer science
. Microsoft word
. Microsoft Excel
✓English proficiency certificate
ILETS( speaking, writing,reading, listening)
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Urdu
Bilingual or Proficient (C2)
AWARDS & RECOGNITION
Certificate of Appreciation for Excellent Customer Service — Airline Management
Timeline
Customer Service Agent
Air India Sats
01.2023 - Current
Bachelor of Arts -
University of Kashmir
High School Diploma (class 12) -
Govt Higher Secondary School Doru