RAZA AQIL
HR MANAGEMENT / TEAM LEAD / AIRLINES / SENIOR SALES AND CUSTOMER SERVICE
Brampton,CA
Summary
Passionate and results-driven leader with over 10 years of proven experience in customer service, sales, and management across retail and aviation sectors. Certified in Altea and Sabre airline ticketing systems, all aviation security protocols, and licensed as a RIBO-certified insurance broker and OMVIC-certified professional. Also holds qualifications in Human Resources Management. Highly goal-oriented with a strong ability to influence, lead teams, and negotiate win-win solutions that consistently exceed customer expectations. A dedicated team player and workaholic, committed to driving performance and adding measurable value to any organization.
Overview
10
10
years of professional experience
5
5
Certifications
1
1
Language
Work History
Home & Auto Insurance Broker
Bilyard Insurance Group
05.2023 - Current
- Promoted agency products to customers in person, on the telephone, and in writing.
- Prepared necessary paperwork to process insurance sales and renewals.
- Interviewed prospective clients to learn about their financial needs and to discuss any existing coverage. Processed applications, payments, corrections, endorsements, and cancellations.
- Work with 25 companies every day, close 7 to 10 policies a day. Addressed customers' inquiries in a timely and accurate fashion. Built customer loyalty by placing follow-up calls for them.
- Collaborated with senior executives to establish and execute a goal of 15% increased weekly sales in 2 regions.
- Acted as a point of contact for clients with general insurance questions and mid-term adjustments queries.
Senior Customer Service Specialist
Air Canada
11.2019 - 04.2022
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions.
- Conferred with manufacturing and production teams to assess delivery timeframes and coordinate schedules.
- Assisted customers by answering questions, addressing concerns and providing current account information.
- Traveled to customer locations to resolve on-site issues and promote loyalty.
- Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities.
- Improved customer satisfaction and retention by proactively reviewing new customer accounts and reaching out to offer assistance.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Team Lead Passenger Service
Sunwings Airlines
11.2020 - 11.2022
- Lead a team of Passenger Service Agents
- Ensure accuracy of all weight and balance requirements
- Promptly handle all customer service complaints with a focus on positive resolution
- Complete all check-ins procedures including the handling of reservations, ticketing, seat assignments, airport announcements, and checking proper international documentation.
- Ensure tasks are performed in accordance with the company and airlines specific procedures and policies.
- When operating jetways, passenger service agents will be required to work at heights of over 15 feet and be responsible for opening/closing aircraft doors.
- Ensure to read and interpret aircraft weight and balance loading instructions, hazardous materials identification labels, aircraft loading manifests, and baggage and cargo routing tags.
- Ensure safe and secure operations in accordance with the highest possible standards of health, safety, security, and all government statutory requirements.
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Announced flight status updates and information about gate changes over PA system.
- Oversaw ticketing, gate, and ramp services
Help Desk Support
Etihad Airways Centre
06.2015 - 10.2018
- Delivered exceptional customer service by assisting global passengers with flight bookings, ticket modifications, refunds, and travel inquiries via phone and email.
- Resolved complex customer issues efficiently while maintaining high satisfaction and adherence to Etihad Airways service standards.
- Utilized Altea and Sabre GDS systems to manage reservations, rebookings, and ticketing transactions accurately.
- Provided technical support and guidance to customers navigating online booking tools and frequent flyer accounts.
- Followed IATA and airline policies to process ticket exchanges, involuntary changes, and special service requests (SSR) in compliance with aviation standards.
- Achieved top performance in call resolution time, customer satisfaction (CSAT), and quality assurance scores across consecutive quarters.
- Trained and supported new team members in ticketing procedures and system operations, contributing to smoother onboarding processes.
- Ensured passenger data confidentiality and adhered to all security protocols, including SITA and aviation compliance policies.
- Collaborated with internal departments (e.g., baggage, airport operations, loyalty programs) to ensure end-to-end customer solutions.
- Handled high call volumes efficiently while remaining calm under pressure, ensuring smooth travel experiences during peak seasons and disruptions.
Education
Human Resources Management- Internship
Canadian College Of Business Science & Technology inc
Mississauga, ONHigh School Diploma - Academic Upgrading
Humber College
Toronto, ONBBA - Bachelors - Business administration
Jaipur University
HSC - undefined
NIMS
Skills
Team management
Certification
SABRE SONIC - TICKETING & RESERVATIONS
COMPETENCIES
- MS Office Suite : Word | Excel | PowerPoint | Outlook
- Airline GDS : Sabre Sonic | Ticketing | Loyalty Programs Epiphany | Comarch WFM
Timeline
Home & Auto Insurance Broker
Bilyard Insurance Group
05.2023 - Current
Team Lead Passenger Service
Sunwings Airlines
11.2020 - 11.2022
Senior Customer Service Specialist
Air Canada
11.2019 - 04.2022
Help Desk Support
Etihad Airways Centre
06.2015 - 10.2018
High School Diploma - Academic Upgrading
Humber College
BBA - Bachelors - Business administration
Jaipur University
HSC - undefined
NIMS
Human Resources Management- Internship
Canadian College Of Business Science & Technology inc
Similar Profiles
Stephen JentStephen Jent
Insurance Producer at MHJ Insurance Group Dba Heartland Group InsuranceInsurance Producer at MHJ Insurance Group Dba Heartland Group Insurance
Ron SimpsonRon Simpson
Property and Casualty Insurance Sales at Pointe North Insurance Group/Alabama Insurance ExchangeProperty and Casualty Insurance Sales at Pointe North Insurance Group/Alabama Insurance Exchange
Kristy BradleyKristy Bradley
Sr. Commercial / Specialty Supervisor at CSAA Insurance Group (Mobilitas Insurance)Sr. Commercial / Specialty Supervisor at CSAA Insurance Group (Mobilitas Insurance)
Rajiv IyerRajiv Iyer
Principal Optical Engineering Consultant at River Optical Solutions, Inc.Principal Optical Engineering Consultant at River Optical Solutions, Inc.
Zeenia PalZeenia Pal
Supply Chain Coordinator/ Part Time at Aritzia DCSupply Chain Coordinator/ Part Time at Aritzia DC