Sr. Airport Services Agent (Acting Supervisor)
Emirates Airlines
Total years of experience :14 years, 7 Months
• Delivering the highest level of Customer Service to Emirates First, Business and Invitation only Customers.
• Implementing and testing our new Biometric technology across multiple check-in and boarding points.
• Training staff on our new Biometric features.
• Resolve all customer service challenges in a timely manner and assist in negotiations with new customers.
• Ensure compliance with all SOP and policies in order to meet or exceed regulatory standards and deliver the desired customer service experience.
• Ensure all safety and security processes and procedures are complied with at all times.
• Constant liaison with Check-in, Boarding Gate, Ramp and Lounge.
• Directing Arriving/Departing passengers to respective areas such as Arrival Hall, Transfer Area, Departure Gate, Lounge, etc.
• Checking entry requirements (visas, residence permits) are met
• Coordinating with Baggage Make up area, catering suppliers for a smooth turnaround
• Handling baggage claims, Ensuring compliance with Emirates Safety and Security requirements and
On Time Performance
• Trained and supervised new employees, opened/closed cash register on daily basis, completed all necessary paperwork at night for closing.
• Met sales objectives; received and processed shipments and organized the store floor according to plan.
• Multi-tasked as a sales representative and a cashier, handled all payment methods from cash, checks, credit and debit cards, as well as gift certificates.
• Achieved high sales goals with value focused customer service
• Managed up to 6 employees adhering to company protocol.
• Assisted customers select specified merchandise for purchase, resolved customer complaints and provided refunds, exchanges and adjustments and processed credit and gift card charges.
• Developed creative "eye-catching" window and floor merchandise displays resulting in increased product shop-ability.
Lead a team of 4 employee to meet the organization's expectations for productivity and goal accomplishment.
Manage the department budgetary and financial responsibilities of the department.
Plan and allocate resources effectively to meet departmental productivity and quality goals.
Communicate regularly with other managers regarding the development in the department.
Perform other duties and responsibilities, as assigned.
Stock control and Replenishment of finished stock.
Handling customer complaints and issues at customer service department.
Displaying products according to the Merchandising principles.
Maintaining sales record for inventory control.
Assists in stocking sales floor, stock rotation, displays and organization of merchandise.
Sorts and prices merchandise in accordance to quality and pricing guidelines.
Responsible for looking after passengers from when they book in, to when they board an aircraft.
Checking passengers’ ID and tickets, allocating seats, weighing luggage and issuing boarding cards.
Flight announcement.
Work closely with service agents, airport staff, security staff, flight dispatchers and airline operating staff such as cabin crew.
An MBA personally benefit me by introducing me to new marketing skills that I had little exposure to prior, developed my leadership skill and helped me to improve my understanding of overall functioning of an organization.
