Zahid Shaikh

• Started career in Sales & Retail Sector.
• Later have joined as an Executive in Marketing & Research firm.
• January 2013 joined as a Guest Relations Officer in Bangalore International Airport Ltd.
• In the month of November 2016 was given an opportunity to move in a new start up department Customer Engagement & Service Quality(ASQ).
• Later in 2019 was nominated to be part of an upcoming team Engagement Center under Marketing Department at BIAL.
• In 2022 cracked IJP (Internal Job Posting) for position of Executive in Guest Experience Team under Operations Department at BIAL.

Key Responsibilities in Guest Experience Department

• Leading and managing team assisting VIPS
• Protocol/Liaison Officer for the Dignitaries (VVIPs, VIP’s & CIP) traveling from Airport.
• Concierge of Ceremonial Lounge and Reserved Lounges in Airport designated for Entitled Dignitaries(VVIP's).
• Attending to requirements of Dignitaries/VIPS for smooth and hasel free travel.
• Coordinating with stake holders & Govt. Agencies for smooth flow of movements.
• Reverting to mails, messages, calls and maintaining records/data of the same in the software tool.
• Creating Reports and PPT's on daily basis for the management.

Key Responsibilities of Customer Engagement & Service Quality Department

• Established performance goals for department and provided methods for reaching milestones.
• Handling and resolving grievances of travelers.
• Arranging Special Assistance for PRM (Passengers with reduce mobility) and Passengers with special needs.
• Monitoring and recording ASQ (Airport Service Quality).
• Organizing events & activities for travelers/passengers and a making their experience memorable.

Key Responsibility of Engagement Centre

• Handling ORM (Online Reputation Management) - Twitter, Facebook, Instagram, Feedback Mails of Organization.
• Handling CPGRAMS portal (Centralized Public Grievance Redressal and Monitoring System). It is an online platform available for travelers to lodge their grievances linked to Government of India and States.
• Handling Air Sewa portal (It enables travelers to submit grievances and seek information on air travel in India. It is an initiative by MoCA, Govt. of India)
• Escalating received grievances/complaints to the concern departments and resolving it as per SLA(Internal & External).
• Recording data in service cloud/Software Tool.
• To develop and implement new strategies and policies in collaboration with executive partners to establish and achieve results for best passenger experience.
• Closing down grievances in coordination with relevant departments within the organization agreed time frame.
• Managing and updating FAQ's on companies portal/website for travelers.

• Started career as Sales Representative/Executive.
• Later have joined as an Executive in Marketing Research firm.
• In January 2013 joined as a Guest Relations Officer in Bangalore International Airport Ltd.
• In the month of November 2016 got an opportunity to move in new department Customer Engagement & Service Quality.
• Later in 2019 was nominated to be part of a newly formed team Engagement Center under Marketing Department.
• In 2022 cracked IJP (Internal Job Posting) and got promoted as a Executive in Guest Experience Team under Operations Department.

Key Responsibilities of Guest Experience Team

• Protocol Officer/Liaison Officer for the Dignitaries (VVIPs, VIP’s & CIP) traveling from Airport.
• Concierge of Ceremonial Lounges (VIP Terminal) and Reserved Lounge in Airport which is designated only for VVIP's, VIP's and Entitled Dignitaries.
• Looking after dignitaries requirements and making their travel experience smooth and hasel free
• Coordinating with all involved stake holders & agencies.
• Pre-planning the movement flow/convey with internal & external agencies.
• Reverting to mails, messages, calls and maintaining records/data in the software tool.
• Creating Management Reports and PPT's on daily basis for the management.

Key Responsibilities of Customer Engagement & Service Quality in KIAL

• Established performance goals for department and provided methods for reaching milestones.
• Handling and resolving grievances of travelers.
• Arranging Special Assistance for PRM (Passengers with reduce mobility) and Passengers with special needs.
• Monitoring and recording ASQ (Airport Service Quality).
• Organizing events & activities for travelers/passengers and a making their experience memorable.

Key Responsibility of Engagement Centre

• Handling ORM (Online Reputation Management) - Twitter, Facebook, Instagram, Feedback Mails of Organization.
• Handling CPGRAMS portal (Centralized Public Grievance Redressal and Monitoring System). It is an online platform available for travelers to lodge their grievances linked to Government of India and States.
• Handling Air Sewa portal (It enables travelers to submit grievances and seek information on air travel in India. It is an initiative by MoCA, Govt. of India)
• Escalating received grievances/complaints to the concern departments and resolving it as per SLA(Internal & External).
• Recording data in service cloud/Software Tool.
• To develop and implement new strategies and policies in collaboration with executive partners to establish and achieve results for best passenger experience.
• Closing down grievances in coordination with relevant departments within the organization agreed time frame.