CATHERINE RASHID
Doha
Summary
To give in and contribute the skills and education that I have acquired into a challenging and tough environment in order to achieve the desired result. Mission Statement Strive to exceed customer / employer expectations, maintain customer centricity in all initiatives / interactions and always putting the customer first. Career Snapshot 5 years of commended performance in Customer Service & Marketing Administration.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Airport Customer Service Agent
Qatar Airways Group
Doha
10.2019 - Current
- Deliver services to departures and arrival passengers, office duties as assigned by supervisor
- Answer all lead and customer questions accurately; prioritize and/or escalate lead and customer questions as needed;
- Maintain positive business and customer relationships in the effort to extend customer lifetime value
- Managing workflow by ensuring all the tasks are completed at the required time
- Training new hires
- Creating and managing team schedules
- Evaluating performance and providing feedback
- Helping to resolve employee issues and disputes
- Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
- Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
- Used airline computer system to create airline tickets and boarding passes.
- Used Software to prepare pre-departure and post-departure reports and passenger manifests.
- Verified identification and travel documents to efficiently board passengers for on-time departure.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Airport Flight Dispatcher
Air Tanzania
Kilimanjaro
07.2018 - 09.2019
- Planning flight routes taking into consideration with aircraft performance
- Radio communication with pilots
- Scheduling crew and coordination with hotels for accommodation of our crew
- Load control(weight and balance )
- Flight follow up on sky track
- Filling flight plans
- Supervising lamp attendant
- Boarding passengers
- To perform any other duties may be assigned by the Manager
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Worked flexible hours across night, weekend and holiday shifts.
- Identified issues, analyzed information and provided solutions to problems.
- Managed team of employees, overseeing hiring, training and professional growth of employees.
- Used Microsoft Word and other software tools to create documents and other communications.
- Applied simulations and other training techniques to instruct flight controllers on effective communication strategy.
Flight Operation Officer
Shine Aviation Company
12.2016 - 06.2018
- Recording all flight arrivals and departures at the airport
- Extend excellent customer service by resolving customers service problems
- Prepared variety of different written communications, reports and documents.
- Improved operations through consistent hard work and dedication.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Collaborated with team members to achieve target results.
Education
Diploma - Aerodrome Control Course
Civil Aviation Training Centre
Dar Es Salaam Tanzania02.2015
Skills
- Listening to customer needs and ensuring that they are needs are met in an appropriate ways
- Highly capable of interacting professionally with visitors, parents and clients
- Offer untouchable customer experience to the passengers
- Present and market the company’s products and services to
- Dependable and reliable in supporting and enabling team effort to produce genuine long term sustainable
- Experienced and innovative with customer service and administration skills
- High personal integrity and able to relate and create trust in all
- Highly articulate, confident and persuasive team-builder, able to motivate and communicate to achieve
- Exceptional business performance
- Quick and willing to assimilate and apply new work procedures
- Computer Reservation Software
- Learning and Development
- Work Orders
- Airline Policies
Certification
ACADEMIC ACHIEVEMENT - Tanzania Certificate of Secondary School – Tusiime High School (2012– 2014) Pursued a course in Food Processing Training – SIDO Small Indutries Development Organisation ( 7th -11th 2019) Pursued Diploma in Air Traffic Management, (Sept 2014 - Feb 2015) Acquired Tanzania Civil Aviation Authority Flight Operation Officer Valid Licence (2018)
Accomplishments
- Achieved assisting customer at checking counter during fifa world Cup Qatar 2022 through effectively helping with traveling information , giving direction ,documentation check but also accepting to the flight through checking procedure at the checking counter.
Languages
English
Bilingual or Proficient (C2)
Arabic
Intermediate (B1)
Swahili
Bilingual or Proficient (C2)
Timeline
Airport Customer Service Agent
Qatar Airways Group
10.2019 - Current
Airport Flight Dispatcher
Air Tanzania
07.2018 - 09.2019
Flight Operation Officer
Shine Aviation Company
12.2016 - 06.2018
Diploma - Aerodrome Control Course
Civil Aviation Training Centre
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