Summary
Overview
Work History
Education
Skills
Websites
Languages
Training
Timeline
Generic

Hamayun Khan

Fremont,CA

Summary

Dynamic customer service professional with extensive experience at Advanced Airline, excelling in reservation processing and conflict resolution. Proven track record of enhancing customer satisfaction and compliance with aviation regulations. Strong interpersonal skills and a commitment to operational excellence, consistently achieving high service standards in fast-paced environments.

Overview

19
19
years of professional experience

Work History

Customer Service Agent

Advanced Airline
Oakland, California
07.2024 - Current
  • Assisted customers with flight reservations and itinerary changes.
  • Coordinated with airline staff to address passenger concerns effectively.
  • Provided information on airline policies, procedures, and services offered.
  • Managed customer complaints with empathy and professionalism.
  • Documented customer interactions in the airline's CRM system accurately.
  • Collaborated with team members to enhance service delivery processes.
  • Educated customers on travel regulations and safety protocols efficiently.
  • Resolved customer complaints quickly and efficiently.
  • Maintained a high level of customer satisfaction by providing accurate and helpful responses.
  • Assisted customers with inquiries regarding products and services through phone, email, and chat.
  • Provided technical support over the phone when needed.
  • Identified opportunities to improve customer service processes and procedures.
  • Helped clients navigate online systems within established frameworks to obtain services.

Passenger Services Assistant

Delta Air Lines
05.2021 - 12.2021
  • Proficiently utilized computer systems to manage passenger information, process reservations, and handle flight-related tasks, ensuring accurate and up-to-date documentation
  • Developed and maintained comprehensive knowledge of airline policies and procedures, contributing to consistent compliance with industry regulations
  • Ensured strict adherence to international aviation security regulations, regularly conducting audits and inspections to verify compliance with ICAO, IATA, TSA, FAA, DOT, CBP and other Federal local authorities' guidelines

Station Security Officer

Gulf Air
03.2016 - 03.2021
  • Responsible for two major airports in the west of the country
  • Spearheaded comprehensive security protocols to ensure the safety and protection of passengers, crew members, and aircraft assets, consistently meeting or exceeding international aviation security standards
  • Conducted pre-flight security checks and screenings, contributing to a 0% incident rate related to prohibited items and threats
  • Proactively identified and assessed potential security threats through vigilant monitoring of security trends, intelligence reports, and passenger behavior analysis, resulting in the successful prevention of security breaches
  • Collaborated closely with government agencies, law enforcement, and aviation authorities to promptly address and mitigate security concerns, receiving commendation for swift and decisive actions
  • Collaborated closely with other departments, including operations, ground services, and customer service, to ensure a seamless integration of security measures into overall airport and airline operations
  • Facilitated effective communication between security teams, airport authorities, and airline partners to address security-related challenges and enhance overall operational efficiency
  • Ensured strict adherence to international aviation security regulations, regularly conducting audits and inspections to verify compliance with ICAO, IATA and local authorities' guidelines

Load Controller/Load Planner & Ramp Coordinator

Emirates Airlines
Peshawar, Pakistan
05.2012 - 03.2016
  • Making Load and Trim Sheet
  • Load Planning and Loading Supervision
  • On time Load planning Aircraft Loading Monitoring
  • Presenting accurate and Precise Load Sheet to Pilot in Command

Flight Supervisor

Dnata
Peshawar, Pakistan
05.2008 - 03.2016
  • Resolving issues on Counter during check-in
  • Supporting and Encouraging my Team during flight
  • Passengers Checked-in DCS
  • Security check
  • Passengers Facilitation and Customer Support
  • Sorting and Solving Reserving Problems on counter during Check-in
  • Emirates Airlines

Ramp Coordinator

Saudi Ground Services
Jeddah, Saudi Arabia
11.2010 - 12.2010
  • Responsible for handling all foreign airlines on ramp side during huge Hajj operations at Jeddah Airport
  • Appreciated by the Manager of Hajj and Umrah Terminal Ahmed Al Karib with a certificate of excellence in services

Traffic Assistant/Passenger Assistant

Shaheen Airport Services
Peshawar
05.2007 - 04.2008
  • Got on job training for one Year since May 7, 2007, till April 30, 2008

Education

Bachelor's degree - Biological Sciences

University of Peshawar
Peshawar
01.2002

Diploma in Aviation, Airlines, Air Transportation & Airports - Aviation Management

Institute of Management, Technology And Finance Lisbon
Portugal

Safety Management System (SMS) -

Pakistan Civil Aviation Authority
Peshawar

Skills

  • Reservation processing
  • Aviation regulations compliance
  • Security protocols implementation
  • Load planning
  • Customer relationship management
  • Time management
  • Strong interpersonal skills
  • Multitasking in fast-paced environments
  • Conflict resolution
  • Language proficiency
  • Baggage handling procedures
  • Ticketing system
  • Checking in passengers
  • Boarding assistance
  • Ticketing knowledge
  • Documentation verification
  • Baggage handling
  • Boarding gate procedures
  • FAA regulations
  • Departures management

Websites

Languages

  • Persian
  • Urdu
  • Punjabi
  • English
  • Persian
  • Hindi
  • Arabic
  • Urdu

Training

  • Safety Management System (SMS), Pakistan Civil Aviation Authority, Peshawar
  • FAA Flight Safety Certificate
  • Aircraft Ground Support Equipment Certificate
  • Airlines Weight & Balance
  • Quality Management Fundamentals Certificate, Unknown, Unknown
  • Safety Management System (Aviation)
  • CDC and NIH Training on How to control Diseases on entry points.
  • Combatting Human Trafficking
  • Travel Related Criminal Activity Training,

Timeline

Customer Service Agent

Advanced Airline
07.2024 - Current

Passenger Services Assistant

Delta Air Lines
05.2021 - 12.2021

Station Security Officer

Gulf Air
03.2016 - 03.2021

Load Controller/Load Planner & Ramp Coordinator

Emirates Airlines
05.2012 - 03.2016

Ramp Coordinator

Saudi Ground Services
11.2010 - 12.2010

Flight Supervisor

Dnata
05.2008 - 03.2016

Traffic Assistant/Passenger Assistant

Shaheen Airport Services
05.2007 - 04.2008

Bachelor's degree - Biological Sciences

University of Peshawar

Diploma in Aviation, Airlines, Air Transportation & Airports - Aviation Management

Institute of Management, Technology And Finance Lisbon

Safety Management System (SMS) -

Pakistan Civil Aviation Authority

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