MUHAMMAD ASIF
Edmonton,AB
Overview
32
32
years of professional experience
1
1
Certification
Work History
Customer Solution Specialist
Flair Airlines
06.2022 - Current
- Successfully completed smooth and efficient turnaround processes for thousands of passenger flights.
- Handle customer inquiries, issues, and complaints to ensure high customer satisfaction
- Provide accurate, valid, and complete information regarding travel arrangements to clients and passengers
- Provide support to station customer service agents
- Resolve current reservation issues and future forecasted reservations
- Deal with flight cancellations, delays and provide assistance to clients and passengers
- Process returns flight documentation for crew and clients
- Maintain highly accurate and well-documented customer records
- Keep current on Flair Airlines' domestic and international Tariffs
- Irregular Operations (IROP) Recovery includes, but is not limited to, hotel requests/approvals, mass movements/rebooking passengers according to Flair's processes and agreements
- Distribute IROP Passenger movement emails to all departments and bases
- Assign seat to passenger
- Verify suspicious and fraudulent transactions
- Support vetting travelers in accordance with Canada's Passenger Protect Program
- Connecting passenger reports
- Completing daily tasks in timely manner
- Liaise with SOCC for IROPS from passenger experience perspective
- Track station performance, as required
- Review current day and following day itineraries to ensure date of birth is attached to each passenger's reservation
- Other duties and assignments, as required.
- Managed high volume of inbound calls, maintaining professionalism and efficiency under pressure.
- Contributed to overall growth of company by consistently surpassing sales targets and delivering exceptional customer experiences throughout each transaction.
Senior Sales & Marketing Manager
Amadeus
01.2018 - 07.2022
- Responsible for Strategic Orientation, Business planning, Market Knowledge, Commercial Orientation, Marketing Plans and Execution
- Ensured results oriented daily operations
- Demonstrated individual and organizational development and leadership.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Onboarded new employees with training and new hire documentation.
Airport Services Officer
Emirates
09.1998 - 01.2018
- Managed and enhanced organization's reputation and customer service standards by ensuring safe and efficient airport operation
- Implement and periodically review strategies to ensure all standards and procedures laid down were followed by staff
- Achieved performance targets including check-in standards, baggage delivery times, service level agreements with GHA to identify problem areas and solutions to remain competitive
- Led team through combination of guidance, training, support, motivation delegation and performance monitoring
- Performed all administrative tasks in accurate and timely manner including monthly reports, staff appraisals, baggage claim settlements and handling complaints
- Controlled expenditures to maintain predefined parameters of station budget
- Maximized revenue from excess baggage collections, airport ticket sales and securing additional interline traffic
- Monitored all aspects of daily operations to achieve and maintain high standard of customer service
- Prepared and constantly reviewed local procedures for diversion, handling delay and Disruptive flights for reference of both emirates staff as well as for handling agents.
- Attended personnel meetings and training sessions to improve skills and learn new policies and procedures.
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Maintained strict adherence to industry regulations, minimizing risk exposure for organization.
- Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Mitigated potential risks by proactively identifying potential issues and implementing appropriate countermeasures or contingency plans as needed.
- Developed and implemented strategic plans to meet organizational goals, ensuring alignment with company objectives.
- Wrote detailed narrative reports for use in investigations.
Sales Representative
Royal Jordanian Airlines
01.1997 - 01.1998
- Co-ordinates with travel agents and corporate with clients to generate revenue
- Kept in view competing airline's policies so that competitive, acceptable to management and saleable policy could be introduced
- Oversaw agent's financial status and coordinated ticket stock and credit limits
- Responsible for routing and fares calculation.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
Reservation and Ticketing Supervisor
Viking Travels
01.1996 - 01.1997
- Responsible for overseeing reservations, tariffs and fares.
- Coordinated event set-up and promoter engagement on sales and ticketing issues related to events.
- Implemented procedures for day-to-day ticket processing, marketing initiatives, financial reporting and event promoter settlements.
Reservation & Ticketing Supervisor
Gerry's International
09.1993 - 07.1996
- Responsible for overseeing reservations, tariffs and fares.
Contractual Assignment
Petroman
01.1992 - 01.1993
- Completed a successful 3-month contractual assignment with Petromen on LAN based software for operating (17) computerized directories of Pakistan Telecommunication Corporation.
Education
Basic Air Ticketing and Tariffs Course - Aviation
Grace Institute of Technology
Pakistan01.1993
Computer Software Diploma -
Petroman Training Institute
Pakistan01.1992
High School Diploma -
Government Jinnah College
Pakistan01.1989
Skills
- Expert in Global Distribution System (GDS), MARS (Mercator Airport Reservation System) Emirates, AMADEUS, GABRIEL (Royal Jordanian) SABRE and WORLD SPAN
- Expert in Departure Control Systems (DCS) MACS (Mercator Airport Control System) Emirates
- Customer Service
- Teamwork and Collaboration
- Calm and Professional Under Pressure
- Computer Skills
- Understanding Customer Needs
- Problem Resolution
- Microsoft Office
- Product Knowledge
Accomplishments
Fleet Weight & Balance Revalidation
Ramp Safety Awareness (RSA)
Ramp Handling (EKR)
Advance Passenger Services Skills Course (EAP)
Basic Passenger Services Skills Course (EPS)
Departure Control System (MGS)
Reservation for Ground Services (RGS)
MACS (Emirates Departure Control System) for Airport Services Airport Services Refresher
Baggage Services Skills
Managing Flight Disruptions and Introduction to Team Leading
Certification
- Fleet Weight & Balance Revalidation
- Ramp Safety Awareness (RSA)
- Ramp Handling (EKR)
- Advance Passenger Services Skills Course (EAP)
- Basic Passenger Services Skills Course (EPS)
- Departure Control System (MGS)
- Reservation for Ground Services (RGS)
- MACS (Emirates Departure Control System) for Airport Services
- Airport Services Refresher
- Baggage Services Skills
- Managing Flight Disruptions and Introduction to Team Leading Emirates e-learning courses
- Management Development Program
- Impression Management Development Program
- Fish Philosophy
- Detection of Fake and Forged Documents Training
- Destination Australia Document Awareness Course
- Introduction to Computers
- Win NT 4.0 Work Station & MS Outlook 98
Languages
English
Professional Working
Urdu
Full Professional
Hindi
Limited Working
Timeline
Customer Solution Specialist
Flair Airlines
06.2022 - Current
Senior Sales & Marketing Manager
Amadeus
01.2018 - 07.2022
Airport Services Officer
Emirates
09.1998 - 01.2018
Sales Representative
Royal Jordanian Airlines
01.1997 - 01.1998
Reservation and Ticketing Supervisor
Viking Travels
01.1996 - 01.1997
Reservation & Ticketing Supervisor
Gerry's International
09.1993 - 07.1996
Contractual Assignment
Petroman
01.1992 - 01.1993
Basic Air Ticketing and Tariffs Course - Aviation
Grace Institute of Technology
Computer Software Diploma -
Petroman Training Institute
High School Diploma -
Government Jinnah College
- Fleet Weight & Balance Revalidation
- Ramp Safety Awareness (RSA)
- Ramp Handling (EKR)
- Advance Passenger Services Skills Course (EAP)
- Basic Passenger Services Skills Course (EPS)
- Departure Control System (MGS)
- Reservation for Ground Services (RGS)
- MACS (Emirates Departure Control System) for Airport Services
- Airport Services Refresher
- Baggage Services Skills
- Managing Flight Disruptions and Introduction to Team Leading Emirates e-learning courses
- Management Development Program
- Impression Management Development Program
- Fish Philosophy
- Detection of Fake and Forged Documents Training
- Destination Australia Document Awareness Course
- Introduction to Computers
- Win NT 4.0 Work Station & MS Outlook 98