mohammad Mohammad

Lead Cargo Customer Relations Officer at Qatar Airways

• Qatar - Doha
• My current job since August 2016

Cargo Services Customer Relations Officer at Qatar aviation services

• Qatar - Doha
• November 2014 to July 2016

 Reporting to Manager Customer Services - QAS Cargo
 Responsible for monitoring and controlling all activities appropriate to Cargo and Mails services unit with the Cargo Terminal control in order to ensure customer service delivery and on time performance is maintained at the highest level.
 Represent QAS Cargo Services Management, being the focal point for all activities and queries from customers.
 Responsible for ensuring that SLAs are adhered to and that all data and systems are used correctly and efficiently.
 Ensure that all processes and procedures are constantly reviewed and amended as necessary and that the team is fully conversant with current procedures.
 Initiate awareness amongst staff members regarding company policies and procedures regards to the safety and security measures.
 Responsible for planning, organizing and handling critical proceedings through liaisons with station Managers or Representatives to secure prior arrangements to effectively deal with situations.
 Carrying out analysis and trend reporting and identify areas of success and concern
 Managing the Import Cargo Customer Service dept and Fulfillment functions
 Ensuring a high standard of performance at times by providing coaching and development, 1-2-1, performance reviews and on-going training.
 Updating benchmarking and ensure targets are met/exceed against all KPIs.
 Perform the lead role by motivating, coaching and supporting the supervisors and other front line staff.

Cargo supervisor at Qatar Airways

• Qatar - Doha
• April 2013 to November 2014

. Reporting to Cargo customer relations officer
 Responsible for achieving high standards of customer service by ensuring that the staffs are able to handle customers from different nationalities, cultures and education levels and to ensure that they are adhered to the working instructions and procedures in order to achieve the highest SLA
 Manage, lead and supervise the delivery counter staff by maintaining staff morale and behavior through motivation, briefings, and support which creates a customer service environment reflects the image of QAS
 Manage, lead and supervise the notifications team to ensure that the consignee’s are notified without any delay, cargo documents released to the right person, and the queries answered on time and without any delay
 Manage, lead and supervise the Documentation staff to ensure that the cargo locations are updated in the OCS correctly, the irregularities updated, documents segregated and released to the consignees and the export department and to consider the priorities of PER, VIP, AVI, QRT
 Respond to the customer inquires including the Airlines, Cargo Company’s, and the individual consignees
 Sort out any issues could rise up by the customers.
 Monitor the pre-alerts from the airlines regarding the VIP, VIC and the
Critical shipments to ensure smooth and quick handling for it by
Coordinating with the concerned operational departments
 Follow up with cargo breakdown department if any delay on the documents movement to the customer service dept and obtain the location update for the shipments without any delay to avoid customer complains, and to follow up with them to relocate shipments in case of wrong locations and to locate the pending shipments in order to prevent and reduce the service failure
 Coordinate with QAS finance regarding the short collections or any financial issues and to follow up with the concerned cargo agent to settle it.
 Gather the operational data to prepare the requested reports by management to have the necessary information for making short and long terms business decisions and to improve our service level.
 Plan the duty roster for the staff, with the objective of ensuring adequate coverage

Airside Cargo supervisor at Dnata- Emirates Group

• Iraq - Erbil
• June 2011 to September 2012

 Areas of responsibility are the cargo ramp and the warehouse.
 Customers interface are including Airlines, Airport Security, customs police and Cargo Agents.
 Oversee and control a team of Twelve customer-focused staff and the team of all Cargo operators and porters in the cargo ramp and warehouse areas to ensure that shift objectives are achieved and the highest standards are maintained in the areas of safety, performance and quality of service.
 Technical tasks are including Ramp handling, ULD control, Cargo build up,
And break down, also to check the Cargo equipments serviceability by scheduling them for a monthly maintenance plan and control the cargo and documents transportation.
 Ensure that the ramp handling team are handling the freighters with full adherence to the bulletins and the cargo services manual of their Airlines and safety and security procedures and ensure that all post flight messages (MVT, FFM, CPM, etc...), pre-alerts and airlines report sent on time.
 ULD control for all the operating airlines in EBL airport and update the SCM records.
 Monitoring the charter flights movement and the changes on the timings of the scheduled flights to arrange an adequate manpower for smooth handling.
 Support the Ramp operations department as a dispatcher in handling the passenger flights.
 Monitoring the performance of the RCF, NFD and DLV. To improve our performance to match the cargo 2000 C2K standards.
 Daily briefing for the staff to discuss any issues in the work and inform them about any new bulletins and procedures.
 Monitor the staff performance closely and improve areas of weaknesses they have.
 Prepare the duty roaster for both teams; staff and operators and porters team.
 Report the shift activities and submit it to the cargo manager
 Cover the tasks of the Land-side Cargo Supervisor in case of his absence which is including acceptance, delivery, documentation and tracing.

Senior Cargo Agent, Assistanr for the Cargo Sales Mnager at ETIHAD AIRWAYS

• Jordan - Amman
• September 2006 to March 2011

 Handling Etihad freighters & passenger flights.
 Backup for the airport team during high seasons and lack of manpower situations by covering ramp, load control, check in and boarding areas in addition to the meet and assist service for VIP and CIP passengers .
 Coordinating & supervising the commitment of the ground handling agent to Etihad Airways service level Agreement & Etihad cargo services Manual:
1- Checking the packing for the shipments.
2- Ensure documents prepared as per load plan.
3- Ensure Manifests are released on time.
4- Ensuring correct segregation for the documents as per the
Connection time (TRU, QRT).
5- Ensure the required copies of AWB’s are available, minimum copies
Of Manifest are attached.
6- Responsible for acceptance of shipments which requires special
Handling such DG/HUM/PER/MUW as per guidelines stated in CSM
And to be sure that the FWB and FHL messages are flashed on time
As per requirements for the customs of Destination and containing
The full data about the Number of pieces, nature of goods, full
Address etc…
 Ensure that the GHA facilities are providing the required level of safety and security as per Etihad Airways AOSP.
 Handling cargo irregularities, such as cargo offloads and no show cases and re-booking the shipments on cargo system.
 Monitor pre-alerts on inbound cargo and send the pre-alerts for outbound cargo.

 coordinating with EY ground operations department for space availability to make full utilization in Order to maximize revenue for both departments.
 preparing monthly and daily Operation reports.
 preparing sales reports to finance department
 updating all shipments in cargo system
Tracing and follow up on all cargo irregularities.
Attending monthly cargo meeting with our GHA to discuss short falls and upgrade The service level.

Cargo Agent at ROYAL JORDANIAN AIRLINES

• Jordan - Amman
• June 2005 to September 2006

1- Export cargo:

- Delivered the cargo from the export cargo department to check the
Packing & to ensure that the information that mentioned on the
Airway bill about the weight & no. of pieces matching the shipment &
Then enter it inside the warehouse to store it according to the final
Destination.

- Delivered the cargo preparing orders from the cargo control section
Divided according to the flight number & then coordinate with
Passengers & load control department for space availability to make
Full utilization in order to maximize revenue for both departments
Cargo & passengers, then to start the cargo build up process according
To the aircraft type to ensure proper loading & handling of RJ & other
Carrier flights.

- Hand over the ready cargo to ramp department according to the cargo
Manifest

2- Import cargo:

- Dismantled the inbound cargo unites (pallets or Containers) & divide
The shipments according to the airway bill & Check it with the cargo
Manifest, also check if there are any Irregularities In cargo like
Damaged, missing, extra…..etc & report it to follow it up by the cargo
Tracing department, after this store the cargo In the Warehouse
According to the air waybill number.

- separate the transit cargo and send it to the transit Cargo warehouse