ANES NIZAMUDEEN
Station Manager
Doha
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
4
4
Languages
Work History
Station Master
RKH Qitarat / Qatar Rail
RKH
2019.11 - Current
- Worked with customers to understand needs and provide excellent service.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Participated in team-building activities to enhance working relationships.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Managing day to day safe and smooth running of station operations
- Monitoring of CCTV of station as well as that of alarms (SCADA)
- Reporting Faults and following up with their manager to close out of faults
- Managing opening and closing of stations
- Increased customer satisfaction by resolving issues.
- Maintaining staff competencies through performance of quality checks
- Managing staff attendance, including absenteeism and no-shows and duty rosters
- Facilitation of Customer service
- Preparation of daily reports and any other tasks assigned by supervisors
- Liaise closely with OCC for information on services and provide ground support through station staffs as needed Create, produce and deliver additional Permanent/Temporary signage needs to stations requirement
- Handling of customer complaints
- Handling of lost and found
- Handling of cash and fare media and reconciliation
- Taking care of all station folders, stationaries and station supplies
- Conducting quality checks, training sessions and briefings for team members
- Trained for special handling of WCHRs and PRM passengers
- Responsible for all CE activities in station
- Trained in SCADA, ECS, BTS and PSD systems
- Trained in Basic First aid and Firefighting systems
- Handling emergency situations like bomb threat and accidents.
Senior Customer Service Executive
Interglobe Aviation Ltd.
Trivandrum
2017.06 - 2019.10
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Directed team supervisors and managers to enhance across-the-board customer support and better meet company service demands.
- Trained staff on operating procedures and company services.
- Responded to customer inquiries and queries to provide thorough and speedy resolutions.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Answered multi-line phones and used active listening skills to assess client's issues and challenges.
- Cross-trained and provided backup support for organizational leadership.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Communicated professionally with colleagues, freelancers and clients.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Delivered excellent customer service, resulting in consistent increase in customer satisfaction rating.
Customer Service Executive
Interglobe Aviation Ltd
Trivandrum
2015.01 - 2017.05
- Employed comprehensive benchmarks to establish and monitor customer service standards
- Provided primary customer support to internal and external customers
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies
- Updated account information to maintain customer records.
- Evaluated interactions between associates and customers to assess personnel performance
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Delivered exceptional training and hands-on motivation to team members to enhance customer satisfaction
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Education
Diploma - IATA/UFTAA
2013.07 - 2014.03
Bachelor of Science - Hospitality And Hotel Management
2011.07 - 2013.06
Plus Two -
2008.07 - 2010.07
S.S.L.C -
2007.04 - 2008.07
Skills
Problem Solving
Accomplishments
- Mentored newly hired individuals in company processes and procedures.
- Supervised team of staff members.
- Achieved results by completing tasks with accuracy and efficiency.
- Received high score ratings from guest surveys due to professionalism, exceptional service and quick response times.
Additional Information
Passport No: W3981302
Validity: 21-09-2032
QID No: 29235640009
Validity:31-10-2023
DOB: 28-02-1992
Marital Status: Married
Timeline
Station Master - RKH Qitarat / Qatar Rail
2019.11 - Current
Senior Customer Service Executive - Interglobe Aviation Ltd.
2017.06 - 2019.10
Customer Service Executive - Interglobe Aviation Ltd
2015.01 - 2017.05
Akbar Academy - Diploma , IATA/UFTAA
2013.07 - 2014.03
Rajadhani Institute of Hotel Management Bharathiyar University - Bachelor of Science, Hospitality And Hotel Management
2011.07 - 2013.06
Govt Model School - Plus Two,
2008.07 - 2010.07
B.R.M.H.S Elavataam - S.S.L.C ,
2007.04 - 2008.07
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