ZOHEB ALAM SAYED
Mumbai
Summary
Highly motivated and detail-oriented professional with a strong commitment to excellence. Decisive planner and analytical problem solver with a skill in managing teams to meet stringent objectives. Demonstrates a personable and collaborative demeanor through polished communication and a willingness to apply team feedback to resolve challenges. Continuously enhances skills and proves value as a valuable asset in any organization. Focuses on compliance, attention to detail, effective communication, and fulfilling assigned duties. Adheres to standard operating procedures, service quality norms, and efficiency to streamline processes and ensure customer satisfaction.
Overview
19
19
years of professional experience
Work History
Asst General Manager
BIRD WORLDWIDE FLIGHT SERVICES PVT.LTD. (BWFS – INDIA)
01.2023 - Current
- Achieve 100% operational compliance as per Service Level Agreements (SLA) with customer airlines
- Evaluate company policies and processes for service improvement, conducting random internal audits for conformity
- Maintain documentation for IMS to support Quality department in achieving ISO certification
- Reduce SLA debits and improve cost efficiency
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Resolved problems promptly to elevate customer approval.
- Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
- Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
- Developed and implemented new operational procedures, streamlining daily tasks and improving overall efficiency.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
- Managed team schedule with eye for coverage needs and individual strengths.
- Optimized scheduling practices to ensure appropriate coverage during peak hours while minimizing labor costs.
- Enhanced communication among team members through regular meetings, promoting an open dialogue about challenges and opportunities for improvement.
- Developed and executed strategies to improve guest experience, resulting in positive customer reviews and increased repeat business.
- Improved employee morale through recognition programs that acknowledged individual achievements and team successes.
- Mentored and motivated team members to achieve challenging business goals.
- Developed and implemented policies and procedures to improve customer service and satisfaction.
- Collaborated with other department managers on cross-functional projects, fostering a cooperative atmosphere that drove overall organizational success.
- Interacted well with customers to build connections and nurture relationships.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reported issues to higher management with great detail.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Sr.Duty Manager
BIRD WORLDWIDE FLIGHT SERVICES PVT.LTD. (BWFS – INDIA)
- 12.2022
Branch Manager
ICICI PRUDENTIAL LIFE INSURANCE CO.LTD
10.2019 - 09.2020
- Managed ICICI Bank relationship for 12 branches, including 2 A+ category branches, generating optimum revenue (Book size 2900 Cr)
- Increased HNI clients and provided financial planning services to meet their needs
- Responsible for revenue generation through Life Insurance business for ICICI Bank & ICICI Prudential branches
- Analyzed market response and strategized brand plans to achieve business goals
- Ensured stability of income from existing clients and explored new income avenues
- Developed and executed Banca assurance strategic Business plans with partners to achieve sales targets
- Attended regular meetings with partners to plan strategies and resolve day-to-day issues
- Identified and developed new Banca assurance opportunities and enhanced existing business segments
- Managed budgeting for activities and marketing campaigns, ensuring quality services to partners
- Monitored and implemented service parameters for customer service excellence, offering a wide range of products
- Conducted regular training sessions for bank staff and DR's, controlling attrition and cost-to-income ratio
- Proficient in inward and outward remittance process through active participation in Banks CASA collection.
Duty Manager
BIRD WORLDWIDE FLIGHT SERVICES PVT.LTD. (BWFS – INDIA)
08.2017 - 10.2019
- Key account manager for Vistara airline in Mumbai, overseeing complete flight operations and managing manpower coverage
- Resolved customer complaints and complex issues, providing effective solutions
- Conducted periodic training and quality checks according to procedures
- Reviewed manpower and equipment in alignment with flight schedules
- Managed flight disruptions, delays, diversions, and denied boarding due to over sales
- Coordinated and attended meetings with stakeholders and regulatory authorities
- Conducted pre-flight and post-flight briefings for staff
- Prepared staff roster and provided constructive feedback to individuals to achieve organizational goals.
Duty Manager
CELEBI NAS PVT.LTD. – INDIA
06.2009 - 08.2017
- Initiated setup process for clients/airlines at Mumbai station
- Maintained on-time performance with smooth flight handling
- Administered service level agreements as per contract terms
- Achieved performance targets set by Head Office
- Recorded and reported incidents/accidents, implementing improvement measures
- Conducted staff appraisals, prepared rosters, reviewed manpower requirements, and conducted training.
Customer Service Agent
INTERGLOBE AVIATION LTD. - MUMBAI
02.2009 - 06.2009
Assistant Supervisor
CAMBATA AVIATION PVT.LTD – MUMBAI
11.2005 - 12.2008
Education
Diploma in Travel Management in International Airlines -
I.I.T.C.
04.2005
Bachelor of Science (Physics) -
Mumbai University
01.2004
H. S. C. -
Mumbai University
01.2001
S. S. C. -
Universal English High School
01.1998
Skills
- Staff Management
- Inventory Control
- Operations Management
- Staff Development
- Team leadership expertise
- Employee Relations
Training
- Successfully completed internal auditor training conducted by TUV India private limited in 02/2023.
- Basic of computer & Internet concept (MS. Office – 2000 Windows).
- Successfully completed Train the Trainer (T.T.T) training on system ALTEA – CUSTOMER MANAGEMENT conducted by THAI AIRWAYS in Bangkok – 02/14 and Vistara Airline in Mumbai – 11/14.
- Successfully completed Train the Trainer (T.T.T) training on SITA Departure Control System (D.C.S.) Check-In.
- Successfully completed Accounting & Authorizing course conducted by Virgin Atlantic Airline – Mumbai – 08/07.
- Successfully completed Check-In / Fares & Ticketing training for Virgin Atlantic Airline – Mumbai – 09/06.
- Successfully completed Visa & Passport Fraudulent Check conducted by BRITISH DEPUTY HIGH COMMISSION (BDHC) – Mumbai.
Accomplishments
- Compliments & Appreciation from customer - Vistara Airline – Mumbai – 2018.
- Successful startup done for Vistara at AMD station with double flight operations along with Team training, Learning & development in 09/2014.
- Successful startup done for Vistara at GOA station along with Team training, Learning & development in 02/2015.
- Smooth Start up done for Viet jet air at BOM station in 06/2022 along with the Team Learning & development.
- Achieved certificate of recognition from Celebi Nas – Mumbai for year 2011 & 2013 respectively.
- Achieved appreciation from management for Passenger Trials & Execution Handling Concept in New Airport.
- Achieved management appreciation for execution of all responsibilities in absence of Duty Manager – 11/12.
Passport
T0228429, 11/14/2018, 11/13/2028
Languageproficiency
- English
- Hindi
- Marathi
Personal Information
- Date of Birth: 09/01/1981
- Gender: Male
- Nationality: Indian
Maritalstatus
Married
Hobbies
- Reading
- Music
- Net Surfing
References
Available on Request
Timeline
Asst General Manager
BIRD WORLDWIDE FLIGHT SERVICES PVT.LTD. (BWFS – INDIA)
01.2023 - Current
Branch Manager
ICICI PRUDENTIAL LIFE INSURANCE CO.LTD
10.2019 - 09.2020
Duty Manager
BIRD WORLDWIDE FLIGHT SERVICES PVT.LTD. (BWFS – INDIA)
08.2017 - 10.2019
Duty Manager
CELEBI NAS PVT.LTD. – INDIA
06.2009 - 08.2017
Customer Service Agent
INTERGLOBE AVIATION LTD. - MUMBAI
02.2009 - 06.2009
Assistant Supervisor
CAMBATA AVIATION PVT.LTD – MUMBAI
11.2005 - 12.2008
Sr.Duty Manager
BIRD WORLDWIDE FLIGHT SERVICES PVT.LTD. (BWFS – INDIA)
- 12.2022
Diploma in Travel Management in International Airlines -
I.I.T.C.
Bachelor of Science (Physics) -
Mumbai University
H. S. C. -
Mumbai University
S. S. C. -
Universal English High School
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