Samina Bilal
Mississauga,ON
Summary
Airport services professional with over 16 years of experience in the industry. Demonstrates strong interpersonal skills and excels in multitasking and prioritization. Recognized for analytical thinking and attention to detail, consistently achieving high performance.
Overview
21
21
years of professional experience
Work History
Key Account Manager
Menzies Aviation
Toronto Airport, ON
02.2023 - Current
- Assigned as the Menzies Aviation (Ground Handling) Key Account Manager.
- Managing daily operations above and below the wing for LOT Polish Airlines.
- Planning and executing action plans with regard to flight operations out of YYZ.
- Resolved customer complaints in a timely manner while providing excellent customer service skills.
- Utilize company resources in the best manner to excel in providing service to our internal and external customers.
- Identified opportunities for process improvement within the organization through data analysis techniques.
- Oversee the daily operations of the YYZ station for LOT Polish Airlines, including scheduling.
- Coordinating with all the stakeholders and other internal departments.
- Conducted regular meetings with clients to review account performance and insights.
- Provided input into product development and marketing strategies based on key account feedback and requirements.
- Managed the onboarding process for new key accounts, ensuring a smooth transition and immediate value realization.
- Coached staff on strategies to enhance performance and improve customer relations.
- As a master trainer, I provided training on the Passenger Boarding Bridge (PBB) and signed off on bridge-trained agents for the safe operation of the PBB after careful evaluation.
Passenger Service Agent
Air Canada
Toronto Airport, ON
12.2019 - Current
- Greeted passengers and provided boarding instructions.
- Collected baggage charges and accepted baggage for check-in.
- Utilized PA system to announce departures and changes to landings.
- Furnished customers with information on routes, gates and terminals to assuage baggage and boarding concerns.
CSA Supervisor (Flair Airlines)
Menzies Aviation
Toronto Airport, ON
02.2019 - 02.2023
- Managed gate, ramp and passenger service agents for each flight.
- Trained and guided team members to offer every passenger top-notch service and support.
- Maintained team compliance with Flair Airlines standards.
- Oversaw employee work schedules and delegated daily assignments.
- Coordinated workflow and delegated tasks for team members.
- Documented and reported personnel and operational data.
- Oversaw team performance to verify quality service and compliance with specifications.
Passenger Service Agent
GTA DNATA
09.2019 - 12.2019
- Provided exceptional customer service to passengers during check-in and boarding processes.
- Coordinated flight information updates and communicated changes to travelers promptly.
- Collaborated with airline staff to resolve passenger issues efficiently and effectively.
- Checked in passengers, assigned seats, and issued boarding passes.
- Utilized PA system to announce departures and changes to landings.
Passengers Service Agent
Swissport Canada
Toronto Airport, ON
06.2019 - 11.2019
- Assigned to handle Emirates Airlines check-in and boarding activities.
- Greet passengers at the Check-in counter.
- Assist passengers with boarding instructions.
- Deliver exceptional service to every customer through active engagement and well developed interpersonal skills.
Senior Customer Service
Dnata (DXB)
08.2010 - 08.2017
- Communicated travel policies to clients and collaborated with preferred vendors to maximize company profit.
- Responded promptly to clients regarding visa, passport and security inquiries.
- Updated corporate traveler profiles with current information for optimal recordkeeping.
- Time management and problem solving.
- Responded immediately to clients' questions, issues, and complaints and found effective solutions when required.
Sales Representative
Duty Free
Dubai
08.2004 - 12.2006
- Placed orders and answered customer questions in-person, through email and over phone to maximize customer service.
- Fostered relationships with customers to expand customer base and retain business.
- Identified customer needs to deliver relevant product solutions and promotions and meet target budgets.
- Improved overall customer purchasing experiences to promote steady revenue.
Education
Certificate - Skin Care
Fernandas Training And Courses
Mississauga, ON10.2018
Certificate - Customer Management
Lufthansa Airlines
Dubai10.2014
Certificate - Customer Boarding Experience And Aviation Security
Emirates Training College
Dubai09.2010
High School Diploma -
FernandasSheikh Rashid School
Dubai04.2002
Skills
- Team player and strong organizational skills
- Bilingual in English, Urdu, Hindi and Baluchi
- Customer service expert
- Time management
- Quick learner
- Passenger assistance
- Strategy development
- Operations Management
- Teamwork and Collaboration
- Team Oversight
- Staff Training and Development
- Work Planning
- Effective Communication
Languages
English
Full Professional
Urdu
Full Professional
Balochi
Full Professional
Hind
Full Professional
References
References available upon request.
Timeline
Key Account Manager
Menzies Aviation
02.2023 - Current
Passenger Service Agent
Air Canada
12.2019 - Current
Passenger Service Agent
GTA DNATA
09.2019 - 12.2019
Passengers Service Agent
Swissport Canada
06.2019 - 11.2019
CSA Supervisor (Flair Airlines)
Menzies Aviation
02.2019 - 02.2023
Senior Customer Service
Dnata (DXB)
08.2010 - 08.2017
Sales Representative
Duty Free
08.2004 - 12.2006
Certificate - Skin Care
Fernandas Training And Courses
Certificate - Customer Management
Lufthansa Airlines
Certificate - Customer Boarding Experience And Aviation Security
Emirates Training College
High School Diploma -
FernandasSheikh Rashid School