Bushra Begum

Monitoring of manpower status and manning levels required to fulfill all dnata/EK Operations (Customer Service/ baggage/ramp) requirements. ➔ Supervise the activities of the ground resource to ensure that the goals for quality and productivity are met effectively. ➔ Monitor, evaluate, and report as required to the management on quality adherence and productivity statistics for review and evaluation. ➔ Responsible for leading a team of Airside supervisors/Team leaders for Dubai Airports ➔ Planning and forecasting current and future requirements with different check- in/boarding pool available ensure that enough qualified agents are available for each pool as stipulate by Resource Planning Department. ➔ Responsible for employee safety & adhering safety compliances, guidelines of civil aviation, IATA procedures. ➔ Advocate the importance of safety & operational efficiency across the organization as a means of advancing business growth in key areas such as customer base, transactions, and improved customer experience. ➔ Coordination and planning training programs for the outsourced staff of the department. ➔ Manage, resolve complains and perform service recovery as and when required. ➔ Projects staffing and development plan. ➔ Sales Leadership development, compliances and process optimization, Cultural ➔ Integration and people alignment for acquired entity at Dulsco.

Managing daily operation of airport from scheduling appropriate numbers of staff ensuring safe and smooth execution of all activities. ➔ Monitoring all employees to ensure that they are compliant with corporate regulations and security procedures. ➔ Implementing and ensuring all the staff are well trained and suitably equipped with all airport procedures. ➔ Handling customer grievances and issues regarding product and personnel. ➔ Coordinate with Airport Manager on ongoing action plans for service improvements; adapt all possible methods to achieve the setup targets. ➔ Ensure that Airport staff and handling agents’ staff are fully acquainted with Company and IATA procedures. ➔ Implement actions plan for delayed flight and accomplish necessary steps in accordance with the laid down procedure and ensure maximum attention and care provided to all passengers

Well versed with SABRE, handling reservation and Check-in queries. ➔ Advocate the importance of operational efficiency across the organization as a means of advancing business growth in key areas such as customer base, transactions, and improved customer experience. ➔ Identify opportunities for operational process improvements by use of new/changing processes and/or technology. ➔ Oversaw the daily ramp operations and provided internal solutions to all Ground Staff and front line staffing. ➔ Develop an understanding of the trends in the transportation industry. ➔ Supervised scheduling of employees and managing workgroup assignments. ➔ Managed a high volume of passenger complaints - the result of flight cancellations, involuntary re-routing and schedule changes ➔ Maintained a high level of customer service.