Hassan Khalaf
Dearborn,MI
Summary
Proven leader and skilled problem-solver, adept in customer service management and team leadership, significantly enhanced customer satisfaction at La Gelati. Leveraged strong organization and active listening to streamline operations and foster a culture of continuous improvement. Expert in passenger assistance and operational efficiency, driving results and exceeding employer expectations. Courteous Passenger Service Agent boasting [Number] years of experience in airline customer service. Sound knowledge of airline operations and effective customer service strategies. Successful handling baggage, checking in passengers and conducting security screenings. Collaborative and friendly known to go extra mile to deliver customer satisfaction. Dedicated professional versed in handling airline check-in services and managing baggage activities. Efficient and hardworking with proactive attitude. Handles reservations and provides passengers with detailed travel information to resolve inquiries and foster satisfaction. Kind Passenger Service Agent with considerable experience in airline and hospitality customer service. Assists passengers by interpreting flight schedules and relaying weather reports. Adept at working in stressful situations with little to no supervision. Knowledgeable airport services professional with [Number]+ years of progressive experience in the field. Good relationship-building and problem-solving abilities with a resilient and adaptable approach. Positive, upbeat and friendly team player.
Overview
8
8
years of professional experience
Work History
Passenger Service Agent
Dnata Airport Services
02.2024 - Current
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
- Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
- Educated passengers on safety procedures and provided assistance to disabled passengers
- Provided exceptional customer service, addressing passenger concerns promptly and professionally.
- Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
- Contributed to the achievement of on-time departure goals through efficient gate management processes.
- Safeguarded sensitive passenger information by maintaining strict confidentiality standards at all times.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Demonstrated adaptability by adjusting quickly to changes in flight schedules or gate assignments.
- Monitored security and maintained operational protocols.
- Maintained accurate records of flight information to provide timely updates to passengers.
- Enhanced customer satisfaction by providing efficient check-in and boarding services.
- Ensured compliance with safety regulations, adhering to strict guidelines during boarding procedures.
- Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
- Collaborated with airline personnel to facilitate seamless coordination between departments.
- Provided exceptional customer service to passengers, addressing concerns and resolving issues.
- Increased overall efficiency by cross-training in various roles within the airport terminal operations team.
- Aided passengers in locating lost luggage by effectively liaising with baggage claim representatives and other airline staff members.
- Improved language interpretation support for international travelers by leveraging multilingual abilities when necessary.
- Rescheduled flights, issued refunds and assisted passengers with alternative travel arrangements.
- Escorted handicapped passengers from terminal to aircraft.
- Processed customer payments and enforced compliance with financial regulations.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Manager
La Gelati
01.2017 - 05.2023
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Developed and maintained relationships with customers and suppliers through account development.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Fostered partnerships with industry leaders, enhancing company's reputation and creating new business opportunities.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Negotiated favorable terms with suppliers, cutting operational costs while maintaining quality of service.
- Enhanced product quality by instituting rigorous quality control procedures, resulting in fewer customer complaints.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Increased market share with strategic business development efforts, expanding into untapped markets.
- Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Developed and executed marketing strategies that effectively communicated brand values, increasing brand recognition.
- Established team priorities, maintained schedules and monitored performance.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Developed detailed plans based on broad guidance and direction.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Managed senior-level personnel working in marketing and sales capacities.
Education
High School Diploma -
Fordson High School
Dearborn, MI05.2020
Skills
- Passenger Assistance
- Customer Service Management
- Baggage handling
- Strong Organization
- Check-in procedures
- Public Announcements
- Airline Policies
- Travel documentation
- Boarding gate procedures
- Airport Security
- Sales expertise
- Check-in processes
- Ground Operations
- Boarding Assistance
- Customer Service
- Problem-Solving
- Active Listening
- Creative Thinking
- Staff Training
- Team Leadership
Languages
Arabic
Native or Bilingual
English
Native or Bilingual
Timeline
Passenger Service Agent
Dnata Airport Services
02.2024 - Current
Manager
La Gelati
01.2017 - 05.2023
High School Diploma -
Fordson High School
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