Jhanzeb Ilyas
Toronto
Summary
A solution-oriented professional with diverse work experience and a proven track record of creating operational efficiencies, ensuring compliance, and producing high-quality work within tight timelines. Dedicated to delivering results, with a strong focus on client satisfaction and building relationships with stakeholders. Thrives as a proficient team player, bringing customer support, administration, strategic thinking, project management, reporting, documentation, and communication skills to the table. Driven by the belief in driving meaningful initiatives within an organization. A self-starter with a passion for continuous improvement, innovation, and collaboration, comfortable taking on leadership responsibilities.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Airline Support Specialist (Air Canada On-Site)
API Accommodations Plus International
10.2021 - Current
- Provided immediate and expert assistance to airline partners, guaranteeing flawless procedures.
- Processed and tracked client requests through API Operations, ensuring timely resolution.
- Negotiated vendor agreements to enhance quality of service while reducing costs.
- Resolved client concerns and complex inquiries through an effective problem-solving approach.
- Utilize ACES, Hotel Express, and IHRS to oversee service request management.
- Managed irregular operations and scheduling changes to maintain smooth workflow.
- Facilitate the coordination of both accommodation and transportation for flight crews through collaboration with Air Canada Crew Scheduling.
- Handled communication effectively to accommodate sudden delays and special requests.
- Resolve any crew lodging or transport problems while ensuring compliance with Air Canada’s operations.
Order Picker
Walmart Logistics
02.2021 - 04.2021
- Accurately picked, packed, and dispatched inventory while maintaining quality control standards
Warehouse Receiver
Canadian Tire
01.2021 - 02.2021
- Processed inbound shipments, ensuring accuracy in inventory tracking and warehouse organization
Guest Service Agent
Etihad Airways
07.2013 - 03.2020
- Facilitated smooth passenger check-in, boarding, and travel document verification
- Managed baggage handling, claims resolution, and reconciliation
- Assisted with boarding procedures, gate announcements, and flight operations
- Delivered premium guest services for First Class, Business Class, and Etihad Guest members
- Addressed irregular operations (IROPS), rebooking passengers and arranging accommodations
- Resolved guest inquiries and complaints with a customer-focused approach
- Ensured compliance with aviation security protocols, visa verification, and COVID-19 regulations
- Promoted Etihad Guest loyalty programs and ancillary services
Junior Passenger Service Agent
Abu Dhabi International Airport
01.2011 - 06.2013
- Provided customer service in reservations, ticketing, and baggage handling
- Supported gate check-in and ensured efficient boarding operations
- Assisted VIP and special assistance passengers with personalized services
Education
A-Levels - Physics, Mathematics, Statistics
University of Cambridge
01.2009
O-Levels - Physics, Chemistry, Mathematics, English, And Information Technology
University of Cambridge
06.2008
Skills
- Customer Service & Client Relations
- Airline & Hospitality Operations
- Administrative & Process Optimization
- Vendor Negotiation & Contract Management
- Problem-Solving & Dispute Resolution
- Safety & Regulatory Compliance
- Team Leadership & Cross-Functional Collaboration
- Strategic Planning & Execution
- Multitasking & Time Management
- Effective Communication & Conflict Resolution
- Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
- Airline Reservation & CRM Systems
- Airport Operations & Security Compliance
- Digital Communication Tools
- Database Management & Reporting
Languages
English
Full Professional
Urdu
Native or Bilingual
Arabic
Limited Working
Certification
- General Computer Skills (MS Word, Excel, Access, PowerPoint, Outlook), (2010)
- PSA Management, (2011)
- Introduction to Basic Flight Handling, (2012)
- Dangerous Goods Regulations Category 9, (2012)
- NEBOSH International General Certificate, (2012)
Extracurricular And Volunteer Work
- Administrator Volunteer, Quality Electrical and Maintenance Contracting, (2021)
- Emergency Response Team Volunteer, Abu Dhabi International Airport, (2018)
Timeline
Airline Support Specialist (Air Canada On-Site)
API Accommodations Plus International
10.2021 - Current
Order Picker
Walmart Logistics
02.2021 - 04.2021
Warehouse Receiver
Canadian Tire
01.2021 - 02.2021
Guest Service Agent
Etihad Airways
07.2013 - 03.2020
Junior Passenger Service Agent
Abu Dhabi International Airport
01.2011 - 06.2013
A-Levels - Physics, Mathematics, Statistics
University of Cambridge
O-Levels - Physics, Chemistry, Mathematics, English, And Information Technology
University of Cambridge
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