Asif Khan
Doha
Summary
Performance-driven professional with 13+ years of diverse experience in aviation, healthcare, and hospitality. Skilled in service quality assurance, inspections & audits, customer service, and compliance management. Led over 400 monthly audits at Hamad Medical Corporation, contributing to JCI accreditation and service excellence. Former Senior Customer Service Agent at Qatar Airways with expertise in airport operations, conflict resolution, and team leadership. Holds a Bachelor of Commerce, ISO 9001:2015 certification, and strong knowledge of JCI standards. Strong communication skills, attention to detail, and proactive problem-solving approach to maintaining high service and safety standards.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Duty Officer - Service Quality & Standards
Hamad Medical Corporation
09.2020 - Current
- Performed Duty Officer tasks, supervising and conducting daily audits to ensure compliance with infection control, safety, and hygiene standards in healthcare and hospitality environments
- Oversaw housekeeping teams, ensuring JCI (Joint Commission International) compliance and high cleanliness standards
- Led staff training programs, organizing Housekeeping Exams for new joiners, managers, and supervisors to enhance operational knowledge
- Prepared detailed audit reports for senior management, identifying areas for improvement and implementing corrective actions
- Monitored staff adherence to cleaning protocols, waste management, and disinfection procedures in healthcare facilities
- Achieved an OUTSTANDING SCORE of 102/105 in the Housekeeping & JCI Knowledge Exam
- Successfully improved housekeeping service efficiency, leading to enhanced patient and visitor satisfaction
- Identified soft service-related issues (housekeeping, hygiene, waste management) and promptly escalated them to the concerned team for corrective action
- Coordinated with facility management teams to ensure compliance with cleanliness, safety, and service quality standards in assigned areas
Senior Customer Service Agent
Qatar Airways
01.2015 - 06.2020
- Progressed from Customer Service Agent to Gate Senior, demonstrating leadership and operational expertise
- Managed passenger transfers at the Transfer Desk, assisting with flight rebooking, service disruptions, and special assistance requests
- Led and supervised boarding gate teams, ensuring smooth flight operations and strict compliance with aviation safety protocols
- Coordinated with flight crews, security, and ground teams to maintain on-time departures and efficient passenger handling
- Provided exceptional customer service, handling passenger inquiries, complaints, and escalations professionally
- Assisted VIP, premium, and special assistance passengers, ensuring a superior travel experience
- Escalated issues to proper supervisors when standard processes were not effective
- Resolved customer service issues using company processes and policies and provided updates to customers
Front Office Executive
ITC Maratha Luxury Collection
01.2013 - 11.2014
- Provided a warm welcome and efficiently handled guest check-ins and check-outs, enhancing customer satisfaction
- Managed room bookings and allocation, optimizing availability based on guest preferences and hotel policies
- Processed payments, invoices, and refunds, ensuring compliance with financial policies
- Coordinated with housekeeping, maintenance, and concierge teams to ensure smooth hotel operations
- Registered guests, managed reservations, and provided information on rooms, rates, and amenities, ensuring a seamless front desk experience
- Maintained guest records, prepared occupancy reports, and upheld hospitality industry standards
- Handled guest inquiries, complaints, and requests promptly and professionally to enhance satisfaction
- Coordinated with departments to optimize guest experience and operational efficiency
- Promoted to Acting Senior Role within six months, demonstrating leadership and problem-solving skills
Customer Service Associate-UK Voice Process
WNS Global Services
03.2012 - 11.2012
- Delivered high-quality customer service support for a UK-based boutique retail brand( Oriflame), assisting customers with product inquiries, order placements, returns, and issue resolution.
- Communicated with UK clients via phone and email, ensuring clear, courteous, and solution-focused interactions at all times.
- Used CRM systems to log interactions, update customer profiles, and track issue resolution efficiently.
- Maintained service quality standards in a high-volume contact center environment, meeting targets for response time, first-call resolution, and customer satisfaction.
- Actively promoted complementary products during customer interactions, successfully upselling accessories and limited-time offers, contributing to increased sales and customer engagement.
Education
Bachelor of Commerce - Commerce
Mumbai University
Mumbai, Maharashtra06.2021
Higher Secondary Certificate(HSC) -
Mumbai University
Mumbai, Maharashtra06.2007
Secondary School Certificate(SSC) -
Maharashtra Board
Mumbai, Maharashtra06.2005
Skills
- Risk Management & Compliance
- Excellent Communication & Interpersonal Skills
- Analytical Thinking & Attention to Detail
- Team Leadership & Staff Training
- Operational Efficiency & Process Improvement
- Incident Reporting & Corrective Action Coordination
- Monitoring (ISO 9001, JCI)
- Airport Operations & Passenger Flow Management
- Risk Mitigation & Regulatory Compliance
- Customer Complaint Resolution & Service Recovery
- Service Delivery & Compliance Management
- CRM & Ticketing tools
- Upselling & Cross selling
Accomplishments
- Conducted critical audits and inspections of housekeeping performance at Hamad General Hospital and related sites during the COVID-19 pandemic, averaging 400 audits per month.
- Improved housekeeping standards at HMC facilities through daily audits, reports, and management recommendations.
- Played a key role in obtaining JCI Accreditation, focusing on risk management and service excellence.
- Achieved an OUTSTANDING SCORE of 102/105 in the Housekeeping & JCI Knowledge Exam, demonstrating expertise in quality assurance and compliance.
- Successfully organized Housekeeping Exams for new joiners, managers, and supervisors to assess and enhance their operational knowledge.
- Recognized for problem-solving skills while handling customer complaints at Hamad International Airport (Qatar Airways).
- Earned ISO 9001:2015 Quality Management Certification.
Certification
- ISO 9001:2015 Internal Audit Certification - Quality Management
- JCI Accreditation Knowledge Certification (Risk Management & Compliance)
- Certified Public Speaking Course - St. Xavier's College (2010)
- Cabin Crew Training - Jet Airways, India, Mumbai
References
Mr. Gilles Andre, Gabel, AED, HMC, +974 33445375
Mr. Ashley Sequeira– Operations Officer Gulf Helicopters | 📧ash.seq@gmail.com
Mr. Keenan Dmello – IOC Manager, Qatar Airways Ground Services | +974 77388464
Timeline
Duty Officer - Service Quality & Standards
Hamad Medical Corporation
09.2020 - Current
Senior Customer Service Agent
Qatar Airways
01.2015 - 06.2020
Front Office Executive
ITC Maratha Luxury Collection
01.2013 - 11.2014
Customer Service Associate-UK Voice Process
WNS Global Services
03.2012 - 11.2012
Bachelor of Commerce - Commerce
Mumbai University
Higher Secondary Certificate(HSC) -
Mumbai University
Secondary School Certificate(SSC) -
Maharashtra Board
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