Abdul Qodos Ehsan
Alameda
Summary
Accomplished professional with expertise in supply chain logistics and customer service, honed at Pacific Aviation Corporation. Demonstrated strong communication and leadership skills, enhancing team productivity. Adept at problem-solving and relationship building, ensuring efficient operations and high customer satisfaction. Proficient in Microsoft Office, driving process improvements and operational excellence.
Overview
14
14
years of professional experience
Work History
SFO Airport Customer Service Agent
Pacific Aviation Corporation
10.2024 - 06.2025
- Assisted passengers with check-in procedures and luggage handling
- Provided information on flight schedules, gate changes, and airport services
- Resolved customer inquiries and complaints efficiently to enhance satisfaction
- Collaborated with team members to maintain a clean and organized environment
- Supported boarding processes by verifying passenger documents and IDs
- Monitored queue times and directed passengers for timely service delivery
- Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
- Utilized airline reservation systems to manage bookings and ticketing processes
- Continuously updated knowledge of airline policies regarding luggage weight limits, fees, seating assignments-helping customers make informed decisions.
- Coordinated wheelchair services for passengers in need of assistance, ensuring their comfort and safety throughout the airport journey.
- Assisted customers with special needs, offering personalized support throughout their travel experience.
- Ensured passenger safety by strictly adhering to all airport security protocols and procedures.
- Enhanced customer satisfaction by providing timely and accurate flight information.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Produced and shared customer service reports to support management decision-making.
Cash, Food and GIK Officer
World Vision International
01.2021 - 06.2022
- Managed daily operational workflows to ensure efficiency and adherence to safety protocols.
- Trained new staff on standard operating procedures and best practices for optimal performance.
- Collaborated with cross-functional teams to streamline processes and enhance service delivery.
- Conducted regular audits of equipment and supplies to maintain operational readiness and compliance.
- Implemented improvements in inventory management, reducing waste and optimizing stock levels.
- Assisted in developing training materials that improved employee onboarding experiences.
- Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
- Delivered high-quality training programs, enhancing employee skill sets and contributing to professional development efforts.
- Implemented feedback system from community, using insights to guide policing strategies and improve public relations.
- Managed departmental budgets effectively, ensuring optimal allocation of resources for necessary equipment and training.
- Collected, arranged, and input information into database system.
- Evaluated staff performance and provided coaching to address inefficiencies.
Supply Chain Assistant
International Rescue Committee, IRC
01.2020 - 12.2020
- Coordinated supply chain logistics to ensure timely delivery of humanitarian aid.
- Managed inventory records using ERP systems to track supplies and optimize stock levels.
- Collaborated with cross-functional teams to streamline procurement processes and reduce lead times.
- Assisted in developing training materials for new staff on supply chain protocols and procedures.
- Evaluated vendor performance to enhance service quality and reliability in supply delivery.
- Implemented process improvements that increased operational efficiency within the supply chain department.
- Analyzed data to identify areas for improvement in the supply chain, resulting in cost savings and better resource allocation.
- Monitored inventory levels closely to prevent stockouts or overstocking situations, optimizing warehouse space utilization.
- Negotiated contracts to secure favorable rates and terms.
- Created and managed budgets related to logistics and transportation.
- Implemented and developed supply chain strategies to optimize efficiency.
- Identified opportunities for inventory reductions.
Project Officer
World Vision International
05.2019 - 10.2019
- Coordinated project activities to ensure alignment with organizational goals.
- Developed and maintained project schedules to enhance efficiency and deliver timely results.
- Facilitated stakeholder engagement meetings to gather feedback and ensure project relevance.
- Monitored project implementation, identifying potential risks and recommending mitigation strategies.
- Conducted training sessions for team members on project management best practices and tools.
- Developed and monitored project schedules, budgets and objectives for successful completion.
- Monitored project progress, identified risks and took corrective action as needed.
Customer Service Representative
ARCC
07.2018 - 04.2019
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Managed high-volume calls, ensuring prompt and accurate responses to customer needs.
- Collaborated with team members to streamline communication processes and improve service delivery.
- Trained new representatives on best practices for customer interaction and issue resolution.
- Provided feedback to management on customer trends, contributing to strategic service enhancements.
- Responded to customer requests for products, services, and company information.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Project Supervisor
World Vision International
01.2018 - 06.2018
- Coordinated project timelines and deliverables to ensure on-time completion.
- Supervised team activities, fostering a collaborative work environment.
- Developed and implemented project plans aligned with organizational goals.
- Monitored progress and resolved issues to maintain project integrity.
- Communicated effectively with stakeholders to manage expectations and updates.
- Delivered completed projects on time by prioritizing multiple tasks.
- Prepared all supplies and equipment needed for daily transport to job site.
- Supervised work of 80 team members, offering constructive feedback regarding work performance.
- Implemented innovative solutions to overcome obstacles and meet tight deadlines without compromising quality standards.
Logistic Officer
DynCorp International
09.2015 - 07.2016
- Coordinated supply chain operations to ensure timely delivery of materials and resources.
- Streamlined logistics processes, enhancing efficiency in inventory management and distribution.
- Implemented tracking systems for shipments, improving visibility and accountability across operations.
- Developed training materials for staff on logistics protocols, fostering knowledge transfer and compliance.
- Analyzed transportation routes to reduce costs while maintaining service quality and reliability.
- Managed vendor relationships, negotiating contracts to optimize pricing and service delivery standards.
- Generated payments for program-related activities to keep accurate records of financial expenditure.
- Delivered logistic support to leverage existing resources with cost-effective savings.
- Conducted audits to improve office logistics practices and procedures.
USDA-V Project Officer
World Vision International
04.2013 - 12.2014
- Led project planning and implementation for community development initiatives.
- Coordinated cross-functional teams to ensure project alignment with organizational goals.
- Managed stakeholder engagement to enhance collaboration and support for projects.
- Developed training materials and conducted workshops for project staff and volunteers.
- Monitored project progress, identifying risks and implementing mitigation strategies.
- Partnered with project team members to identify and quickly address problems.
- Improved stakeholder satisfaction by conducting thorough project needs assessments and delivering customized solutions.
- Increased team productivity with regular monitoring, feedback sessions, and performance evaluations.
- Analyzed project performance data to identify areas of improvement.
Security Coordinator
USAID- DAI
07.2011 - 03.2013
- Developed and implemented security protocols to enhance overall safety measures.
- Conducted risk assessments to identify vulnerabilities and recommend corrective actions.
- Coordinated training sessions for staff on emergency response and security best practices.
- Managed incident reports, ensuring thorough documentation and follow-up on security breaches.
- Collaborated with law enforcement agencies to address security concerns and incidents.
- Developed emergency response plans, minimizing the impact of potential crises on personnel and property.
- Provided comprehensive security training for staff, leading to improved awareness and adherence to safety procedures.
- Supervised and provided day-to-day support to security staff, issuing guidance on management of security situations as they arose.
- Conducted regular safety drills, preparing staff to respond effectively in emergency situations.
- Ensured compliance with safety regulations by conducting regular audits and addressing any identified issues.
Trainer
INTERSOS Humanitarian Aid Organization
03.2011 - 06.2011
- Developed and delivered training programs for field staff on humanitarian response protocols.
- Facilitated workshops to enhance team collaboration and operational effectiveness in crisis situations.
- Assessed training needs through surveys and feedback, ensuring alignment with organizational goals.
- Mentored new trainers, fostering skill development and knowledge sharing across teams.
- Develop training plans for governmental staff and other related and partnership humanitarian organization's staff.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Collaborated with subject matter experts to create accurate training content.
- Facilitated team-building exercises to foster collaboration between department members.
Education
Bachelor of Science - Law And Political Science
Hanzala Institute of Higher Education
Badghis, Afghanistan12-2018
14th Class Degree - Dari Language Leterature
Teacher Training Center (TTC)
Badghis, Afghanistan12-2010
Skills
- Management Aknowledge
- Supply Chain and Logistic Skills
- Problem Solving
- Strong Communication and Leadership
- Team building and team work skills
- Security and Safety skills
- Planning and reporting skills
- Passenger assistance
- Time management expertise
- Flexible work schedule
- Airport security awareness
- Customer service skills
Languages
Persian
Native or Bilingual
English
Full Professional
German
Limited Working
Timeline
SFO Airport Customer Service Agent
Pacific Aviation Corporation
10.2024 - 06.2025
Cash, Food and GIK Officer
World Vision International
01.2021 - 06.2022
Supply Chain Assistant
International Rescue Committee, IRC
01.2020 - 12.2020
Project Officer
World Vision International
05.2019 - 10.2019
Customer Service Representative
ARCC
07.2018 - 04.2019
Project Supervisor
World Vision International
01.2018 - 06.2018
Logistic Officer
DynCorp International
09.2015 - 07.2016
USDA-V Project Officer
World Vision International
04.2013 - 12.2014
Security Coordinator
USAID- DAI
07.2011 - 03.2013
Trainer
INTERSOS Humanitarian Aid Organization
03.2011 - 06.2011
Bachelor of Science - Law And Political Science
Hanzala Institute of Higher Education
14th Class Degree - Dari Language Leterature
Teacher Training Center (TTC)