FATIMA RIZWAN
Houston
Summary
Experienced Passenger Service Supervisor adept at training, scheduling and leading team members to provide exceptional support. Investigates and resolves routine and complex passenger and service issues independently.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Passenger Service Supervisor
Hallmark Aviation Services
08.2021 - Current
- Assist Agents with all passenger processing functions
- Supervise and coordinate daily activities of employees to ensure safe and effective operations
- Coordinate between each assigned carrier to ensure that service meets the needs of the carrier and on-time schedules are met
- Follow and comply with all federal, state, municipal, airport authority and carrier rules and regulations
- Become the key resource for communication and processing for all airline functions
- Ensuring that all operations comply with airport safety and security regulations
- Supervisors must be knowledgeable about these regulations and ensure their team is fully trained and compliant
- Acting as a liaison between airline management and staff, ensuring that all parties are informed of any changes in procedures and policies
- Effective communication is key to maintaining smooth operations and high levels of customer satisfaction
Load Control Operation Agent
Hallmark Aviation Services
02.2022 - 03.2024
- Comply with safety in the workplace
- Accurately complete all Load Control Activities
- Plan distribution of load in accordance with passengers, cargo and fuel requirements
- Compliance with Customer Airline Emergency Requirements
- Clear Understanding of Aviation Legislative Requirements
- Ensure the safe distribution of the load within prescribed aircraft limitations and Company Operating Manuals/Procedures
- Delivery of safe, compliant and customer focused weight and balance services
Customer service/ Wheelchair coordinator
Huntleigh USA
04.2021 - 09.2021
- Transported individuals requesting wheelchair service to and from desired locations
- Communicated with gate agents to coordinate assistance boarding
- Aided customers with TSA checkpoint screenings
- Helped customers enter airplane, locate seat and stow luggage
- Backed wheelchairs down jetways to safely overcome decline of ramp
- Assisted customers with baggage claims
- Greeted customers, answered questions and discussed services
- Helped passengers complete safe journeys by securing belts, locking down wheelchairs and stowing baggage in correct locations
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
- Documented conversations with customers to track requests, problems and solutions
Education
Associates degree in Business Management -
Lone Star College
03.2025
IGCSE A-Levels -
Beacon House College
01.2021
IGCSE O-Levels Highschool -
Beacon House School
01.2019
Skills
- Bilingual- Proficient in Both Urdu and English
- Calm and Professional Under Pressure
- Cultural Awareness and Sensitivity
- Efficient and Detail-Oriented
- Upbeat and Positive Personality
- Patient and Empathetic
- Understanding Customer Needs
- Microsoft Office Suite
- Courteous with Strong Service Mindset
- Strong Analytical and Problem Solving Skills
- Multitasking and Prioritization
- Verbal and Written Communication
- Team-Oriented and Cooperative
Certification
- Turkish Airlines LOAD CONTROLLER Certification
- Quick Check-in
- Troya-Native screen
- Cargo Handling training
Languages
English
Native or Bilingual
Hindi
Full Professional
Urdu
Native or Bilingual
Timeline
Load Control Operation Agent
Hallmark Aviation Services
02.2022 - 03.2024
Passenger Service Supervisor
Hallmark Aviation Services
08.2021 - Current
Customer service/ Wheelchair coordinator
Huntleigh USA
04.2021 - 09.2021
Associates degree in Business Management -
Lone Star College
IGCSE A-Levels -
Beacon House College
IGCSE O-Levels Highschool -
Beacon House School
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