Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
STRENGTHS
Generic

MOHAMMED ZUHAIR

Dammam

Summary

Dynamic and results-driven professional with over 17 years of experience in aviation aoperations management. Proven track record of successfully leading teams to achieve operational excellence and deliver exceptional customer service in fast-paced airport environments. Adept at managing all aspects of airport operations, including terminal management, ramp operations, and passenger services, while ensuring compliance with safety regulations and company policies. Skilled in crisis management and emergency response, with the ability to effectively coordinate and execute contingency plans to minimize disruptions and ensure passenger safety. Strong leadership, communication, and problem-solving skills, with a passion for driving continuous improvement and fostering a positive work culture. Dedicated to upholding the highest standards of safety, efficiency, and customer satisfaction in every aspect of Airline operations.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Duty Station Manager

KLM
07.2019 - Current
  • Directed all station operations, ensuring safe, efficient, and punctual turnaround of flights, consistently exceeding on-time performance benchmarks.
  • Supervised end-to-end passenger handling (check-in, boarding, transfers, lounge, arrivals, and flight closure), driving compliance with international safety and security standards.
  • Negotiated and managed contracts with handling providers, airport authorities, and service vendors, reducing operational costs while maintaining service excellence.
  • Implemented local emergency plans and safety corrective actions, enabling rapid crisis response and minimizing operational risks.
  • Elevated customer satisfaction by personally overseeing VIP, First Class, and high-value passengers, resolving irregularities with minimal disruption.
  • Optimized station budget of ~€197k and flight handling costs of ~€443k, achieving cost efficiency and accurate financial reporting.
  • Increased ancillary revenue (~€200k annually) through strategic promotion of excess baggage and premium services.
  • Built and led a high-performing team of staff and subcontractors, driving professional development, performance management, and cross-functional collaboration.
  • Launched digital self-service initiatives, including self-check-in and baggage tracking, enhancing passenger experience and reducing agent workload.
  • Introduced process improvements that cut turnaround delays, boosted aircraft utilization, and positioned the station above regional operational averages.

Assistant Duty Station Manager

KLM
06.2018 - 06.2019
  • Supported day-to-day terminal operations, coordinating ground handling, customer service, and security teams to deliver safe and smooth flight operations.
  • Supervised and motivated frontline staff, ensuring strict adherence to SOPs and regulatory requirements while improving team efficiency.
  • Handled service disruptions (delays, cancellations, overbooking, lost baggage) with professionalism, safeguarding customer trust and minimizing financial losses.
  • Monitored flight schedules, gate assignments, and turnaround activities, enabling seamless coordination and reduced ground-time delays.
  • Streamlined boarding and check-in processes, cutting passenger wait times and elevating customer satisfaction ratings.
  • Spearheaded recovery operations during major irregularities, ensuring prompt rebooking and routing solutions that maintained passenger confidence.
  • Built effective relationships with airport authorities and handling agents, accelerating issue resolution and strengthening operational partnerships.
  • Introduced on-the-job coaching and process compliance training for junior agents, improving service standards and team capability.

Passenger Handling Supervisor

KLM
11.2011 - 05.2018
  • Supervised a team of passenger service agents, delivering guidance, training, and support to ensure high performance, service consistency, and adherence to standards.
  • Coordinated passenger check-in, boarding, and departure procedures, maintaining strict compliance with airline policies and regulatory requirements.
  • Monitored flight schedules and gate assignments, executing real-time adjustments to minimize delays and disruptions while safeguarding punctuality targets.
  • Ensured timely and accurate handling of passenger baggage, including tagging, loading, unloading, and reconciliation, reducing mishandling incidents.
  • Assisted passengers with special needs (wheelchair, medical, language support), delivering personalized solutions that enhanced accessibility and inclusivity.
  • Resolved passenger inquiries, complaints, and service issues with professionalism, driving prompt recovery and improving overall customer satisfaction.
  • Liaised with airport authorities, ground handlers, and key stakeholders to synchronize passenger-related activities and guarantee a seamless travel experience.
  • Maintained detailed records of flight manifests, baggage handling, and customer feedback, supporting operational audits and continuous service improvement.
  • Implemented and enforced safety and security procedures, ensuring compliance with international aviation standards and safeguarding passengers and staff.
  • Contributed to the development and rollout of passenger service initiatives, driving process improvements that elevated service quality and customer experience.

Cargo Sales & Operations In Charge

Jet Airways
11.2010 - 10.2011
  • Managed counter sales for e-tickets at CTO, assisting passengers and travel agents with bookings, inquiries, and issue resolution to ensure seamless ticketing services.
  • Handled cargo sales and pricing in collaboration with dedicated agents, responding to travel agent calls and resolving e-ticketing concerns promptly.
  • Issued and re-issued e-tickets accurately, including complex transactions such as revalidations, exchanges, and involuntary changes.
  • Rerouted passengers efficiently during flight cancellations or delays, minimizing disruption and maintaining customer satisfaction.
  • Oversaw daily uplift of cargo movement, coordinating import clearances with customs and ensuring timely delivery of consignments.
  • Processed and maintained cargo airway bills, ensuring accurate documentation and proper record-keeping for audits and compliance.
  • Supported ground operations through loading and offloading of cargo from aircraft, optimizing turnaround times and safeguarding cargo integrity.

Import Trainer /Ramp Operations Manager

Air India
10.2007 - 10.2010
  • Trained new staff on cargo operations, productivity techniques, and time management, raising overall team efficiency and reducing handling errors.
  • Monitored import bonding, documentation, and delivery processes closely to ensure regulatory compliance and smooth end-to-end cargo movement.
  • Guided and coached team members to execute cargo operations professionally within stipulated timelines, improving reliability and service quality.

Education

BBA - Business Administration And Management

Bharatiya Shiksha Parishad
India
09-2006

Skills

  • Operations management
  • Delegation
  • Customer service
  • Decision-making
  • Relationship building
  • Team building
  • Goal oriented
  • Attention to detail
  • Conflict resolution
  • Policy and procedure development
  • Staff management
  • Task delegation

Languages

English
Native or Bilingual
Hindi
Native or Bilingual
Arabic
Limited Working

Certification

  • Cargo Introductory (IATA)

Speed Links Aviation Academy - Bangalore

  • Dangerous Goods Regulations (IATA)

Speed Links Aviation Academy - Bangalore

  • Live Animal Regulations (IATA)

Speed Links Aviation Academy - Bangalore

Timeline

Duty Station Manager

KLM
07.2019 - Current

Assistant Duty Station Manager

KLM
06.2018 - 06.2019

Passenger Handling Supervisor

KLM
11.2011 - 05.2018

Cargo Sales & Operations In Charge

Jet Airways
11.2010 - 10.2011

Import Trainer /Ramp Operations Manager

Air India
10.2007 - 10.2010

BBA - Business Administration And Management

Bharatiya Shiksha Parishad

STRENGTHS

Personality

  • Calm, Positive attitude & Pleasant personality, strong leadership, interpersonal skills & motivational skills

Work Ethic

  • Strong communications skills and experience in liaising with senior airline, airport, and other stakeholder personnel
  • Excellent guest relations and problem solving skills
  • Excellent communication skills to engage staff and assign work, in a highly demanding environment

Setting up operations and lead change

  • Have a strong operational focus and great decision-making skills
  • Strong decisions making skills in a fastpaced environment

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MOHAMMED ZUHAIR