naveed khan

PROFESSIONAL EXPERIENCE - I
Qatar Airways/Qatar Aviation Services
Served As “Customer Services Agent II”
From December 2009 till May 2015


My key responsibilities include:

 Timely suggest, motivate and advise staff to provide excellence customer services
 Check and ensure that the plasma screen displays the correct flight information, the computer system and printers are in good working condition and all the staff is allocated as required and ready
 Assist concerned section or personnel to guide and ensure all work has been done as per company standard and procedure.
 Coordinate with immigration and liaise with airport security for smooth handling of Passengers thru the security x-ray and immigration for immediate clearing of passengers.
 Organize and file all necessary documents, telexes and papers relevant to that day activity.
 Coordinates with concerned departments all the activities requiring attention in a timely manner.
 Produce shift report to ensure all the staffs are allocated as required and all are in duty as scheduled.
 Liaise with Flight control for any change in flight operation or system failure.
 Provide special assistant for VIP passenger.
 Brief and update staff regarding recent changes in system, policies and procedures.
 Co-ordinate and co-operate with Management, ground services and others sections for on time performance.
 Prepare roster, staff allocation and implement same followed by higher customer satisfaction.
 Deal with passenger enquiries about flight departures and arrivals.
 Allocate seat numbers.
 Issue boarding passes and luggage labels.
 Advise passengers about restrictions on luggage.
 Weight baggage and collecting any excess charges.
 Take care of people with special access needs, and unaccompanied children.
 Calm and encourage nervous passengers.
 Fully adhere to all operational procedures (SOP) with regards to travel, immigration and safety regulations. Identify and meet the standard and special service requirements of the passengers at check-in, transfer desk, special ser-vices and boarding gates by adhering to the set service standards and procedures so that the passengers are han-dled in a friendly and efficient manner.
 Identify and meet the standard and special service requirements of the passengers at check-in, transfer desk, special services and boarding gates by adhering to the set service standards and procedures so that the passengers are handled in a friendly and efficient manner.
 Collect briefing sheet and staff allocation; check all the counter equipments and stationary.
 Provide a proactive service to passengers prior to check-in such as, managing queues, removing old baggage tags, handling denied boarding passenger, staff passengers, helping families, identifying those with special needs and code share passengers, so that they are directed to the relevant check-in counters and are handled efficiently.
 Deliver an efficient service at the transfer desks for arriving passengers who are connecting to another flight by verifying that their baggage details are recorded in Check-in System prior to checking in passenger and issuing boarding cards where appropriate so that the transfer passengers are processed accurately and expeditiously.
 Ascertain the handling requirements of the various categories of passengers (e.g. wheelchair, elderly and inca-pacitated etc.) then ensures that appropriate special services and facilities are provided to meet the special services requirements of the customers. Any tasks assigned by management