Highlights:Throughout my career in customer service, I have consistently exceeded performance targets, receiving multiple recognitions for delivering outstanding customer satisfaction. One of my proudest achievements was resolving complex customer issues in high-pressure situations, ensuring positive outcomes that led to repeat business and strong customer loyalty. My ability to communicate effectively, handle complaints with empathy, and maintain a calm demeanor in challenging situations has contributed significantly to my success and the success of the teams I've been part of.

Skills:customer services, airport services, airline operations, sales agents, front desk, call center agent

Goal:My career goal is to leverage my extensive experience in customer service to contribute to creating positive and efficient experiences for clients and customers. I aim to develop professionally by taking on new challenges, improving my communication and problem-solving skills, and contributing to a team-oriented environment. Ultimately, I want to build a long-term career where I can grow within a supportive company while providing exceptional service.

Senior Airport Services Agent 06/2022 - current
Emirates Airline, Dubai, Dubai United Arab Emirates
Industry: Transport
Experienced Senior Airport Services Agent at Emirates Airlines, skilled in delivering premium customer service in a fast-paced international airport. Expert in handling VIP, IO, and premium passengers, ensuring smooth arrivals, connections, and departures. Adept at following SOPs, travel regulations, and coordinating with airport departments. Known for staying composed under pressure while maintaining top-tier service standards.
Providing personalized meet-and-greet services for VIP, IO, and First-Class passengers, ensuring a seamless and memorable travel experience. Coordinating closely with various airport control units to pre-plan and execute smooth passenger handling, particularly for short connection flights and high-profile clients. Ensuring strict adherence to Emirates’ operational procedures (SOPs), as well as international travel, immigration, and safety regulations. Managing pre-flight and post-flight administrative responsibilities, including documentation and passenger service coordination. Serving as a key point of contact for customer queries, special service requests, and escalated concerns, consistently maintaining professionalism and empathy. Recognized for my ability to remain calm and solution-oriented in high-pressure environments, while upholding Emirates’ globally renowned service standards.--
Certified Service Assistant 12/2020 - 05/2022
AGMC, BMW, Dubai, Dubai United Arab Emirates
Industry: Automobile
Delivering exceptional front-line support by efficiently managing service appointments, customer interactions, and vehicle documentation. Known for maintaining a premium brand experience through professionalism, attention to detail, and seamless coordination with service teams. Successfully promoted service packages, enhancing customer satisfaction and loyalty.
Efficiently scheduled service appointments and welcomed customers with a professional and friendly approach. Managed vehicle intake, documentation, and assignment to appropriate service advisors. Assisted in vehicle handover, gate pass issuance, and customer follow-ups to ensure satisfaction. Generated daily operational reports and supported service supervisors with accurate data insights. Successfully promoted service packages, contributing to revenue growth while building trust and loyalty with customers.--
AIrport Services Agent 12/2019 - 09/2020
Emirates Airline, Dubai, Dubai United Arab Emirates
Industry: Transport
Airport Services Agent at Emirates, with solid experience in check-in, boarding, and arrival operations at Dubai International Airport. Skilled in supporting special assistance passengers, managing high passenger flow, and ensuring smooth, on-time flight handling. Committed to delivering courteous, efficient service while upholding strict safety and airline standards.
Assisted economy and premium passengers with check-in, document verification, and flight information. Managed boarding gates efficiently, ensuring on-time departures and strict adherence to safety and regulatory protocols. Provided support for special needs passengers, unaccompanied minors, and disrupted travelers with empathy and professionalism. Coordinated closely with ground handling teams, immigration, and security to maintain seamless service delivery. Maintained Emirates' world-class service standards while handling high passenger volumes in a fast-paced environment.--
Customer Services Manager 08/2018 - 09/2019
Giachee International, Sialkot, Punjab Pakistan
Industry: Retail
At Giachee International, I had the opportunity to lead a team of dedicated sales and customer service associates, ensuring our customers received top-notch service. I fostered a welcoming atmosphere in the store, setting the tone for a positive shopping experience. Weekly, I collaborated with the team to set and achieve sales goals, driving both individual and collective performance. Whenever challenges arose, I stepped in to mediate, ensuring that any concerns were swiftly resolved, leaving customers with a memorable and satisfying experience.
In my role at Giachee International, I was entrusted with the responsibility of overseeing the operations of a dedicated team of sales and customer service associates, ensuring the consistent delivery of outstanding customer service in a dynamic retail environment. I spearheaded the creation and maintenance of a customer-centric atmosphere that prioritized a seamless and memorable shopping experience. This included fostering a welcoming store environment, cultivating positive customer interactions, and addressing any concerns or challenges with a focus on timely resolution. A key aspect of my role was to lead the team through weekly strategy sessions, where we established clear sales targets, both at the individual and team level, in order to drive performance and achieve business objectives. I worked closely with team members to provide guidance and support, ensuring that each associate was empowered to meet their personal goals while contributing to the overall success of the store. Additionally, I took an active role in resolving escalated customer issues. My approach involved de-escalating tense situations through effective communication and problem-solving, ensuring customer satisfaction remained a priority while maintaining the store's professional reputation. By managing these critical aspects of the customer service experience, I played an integral role in enhancing the store’s performance and fostering long-term customer loyalty.--
Contact Center/Customer Services Representative 04/2018 - 07/2018
Giachee International, Sialkot, Punjab Pakistan
Industry: Retail
In this role, I provided exceptional customer support through various channels, including phone calls, emails, and live chats. By actively listening to customer needs, I offered tailored solutions and recommended new services that best suited their requirements. I demonstrated a strong understanding of departmental processes, ensuring accurate and efficient assistance. My commitment to delivering high-quality service contributed to a seamless customer experience, building trust and satisfaction with each interaction.
In this capacity, I was responsible for delivering high-quality customer support across multiple communication channels, including phone, email, and live chat. My primary focus was to address customer inquiries, resolve issues, and provide tailored solutions based on individual needs, ensuring a seamless and efficient experience. I also proactively identified opportunities to introduce new services that aligned with customer requirements, contributing to both customer satisfaction and business growth. Additionally, I maintained a comprehensive understanding of departmental procedures and workflows, enabling me to offer precise and effective assistance while upholding company standards and promoting a positive customer experience.--
Contact Center/Customer Services Representative 04/2018 - 07/2018
Giachee International, Sialkot, Punjab Pakistan
Industry: Retail
In this role, I provided exceptional customer support through various channels, including phone calls, emails, and live chats. By actively listening to customer needs, I offered tailored solutions and recommended new services that best suited their requirements. I demonstrated a strong understanding of departmental processes, ensuring accurate and efficient assistance. My commitment to delivering high-quality service contributed to a seamless customer experience, building trust and satisfaction with each interaction.
In this capacity, I was responsible for delivering high-quality customer support across multiple communication channels, including phone, email, and live chat. My primary focus was to address customer inquiries, resolve issues, and provide tailored solutions based on individual needs, ensuring a seamless and efficient experience. I also proactively identified opportunities to introduce new services that aligned with customer requirements, contributing to both customer satisfaction and business growth. Additionally, I maintained a comprehensive understanding of departmental procedures and workflows, enabling me to offer precise and effective assistance while upholding company standards and promoting a positive customer experience.--
Cash Desk Clerk 11/2016 - 03/2018
Noor Al Fajar Transport LLC, Dubai, Dubai United Arab Emirates
Industry: Construction
I played a pivotal role in driving sales through effective upselling techniques, ensuring that customers were informed of all available options. I quickly earned a reputation for my accuracy and efficiency in handling transactions. Whether addressing customer concerns in person or over the phone, I maintained a professional and solution-focused approach. Additionally, I assisted customers in purchasing machinery and managed financial responsibilities, including preparing cheques and cash deposits, ensuring smooth daily operations.
I was responsible for managing cash desk operations while delivering exceptional customer service. One of my key contributions was implementing upselling techniques, which not only enhanced the overall sales figures but also ensured that customers were fully aware of all available products and services that could meet their needs. My commitment to accuracy and efficiency helped me build a strong reputation for providing prompt and reliable service. I handled a variety of customer inquiries and concerns, addressing issues both in person and over the phone with professionalism and a solution-oriented mindset. This approach not only resolved customer complaints but also contributed to a positive customer experience, fostering loyalty and trust in the company. In addition to customer interaction, I assisted clients with the purchase of machinery, ensuring that all necessary documentation was completed accurately and that customers received comprehensive guidance on their transactions. I managed the preparation of cheques and cash deposits, ensuring that all financial transactions were processed securely and in compliance with company policies. My role required a strong understanding of both customer service and financial processes, and I consistently ensured the smooth operation of daily tasks while maintaining a high level of professionalism and attention to detail.--

Beaconhouse School System 09/2010 - 06/2013
Sialkot, Punjab, Pakistan
Degree: High School Or Below
Major:Business Economics
Minor:Accounts English Mathematics
ChatGPT said: I completed my O'Levels at Beaconhouse School System, Pakistan, where I pursued subjects in Business, Accounting, and English. This certification, awarded by the University of Cambridge, provided me with a strong academic foundation and enhanced my analytical, communication, and problem-solving skills. The program not only deepened my understanding of key business concepts but also honed my ability to apply them in practical settings, preparing me for future academic and professional endeavors.

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