Ibrahim Khalil
Hollis,NY
Summary
Dynamic professional with a robust background in customer interactions and service solutions, adept at fostering customer satisfaction and loyalty through effective conflict resolution and communication skills. Proven ability to collaborate within teams while remaining adaptable to evolving needs, consistently driving results through empathetic and efficient service. Expertise in load control, including weight and balance calculations, cargo management, and adherence to aircraft safety protocols, underscores a commitment to operational reliability. Recognized for a proactive approach that aligns customer and organizational goals, ensuring seamless operations in fast-paced environments.
Overview
6
6
years of professional experience
Work History
Load Control Agent
Swissport Usa Inc. (Full Time - 40 Hours )
09.2024 - Current
- Coordinated efforts between departments such as Maintenance, Operations, Flight Dispatching, and Ground Handling Services are necessary to ensure smooth operation of flights.
- Maintained accurate records of all documents relating to aircraft loading including manifests and weight cards.
- Reviewed passenger manifests regularly in order to track changes due to last minute additions or cancellations that could affect cargo loads or balance requirements.
- Identified opportunities for cost savings through efficient use of space within cargo holds or other areas affected by load control protocols.
- Utilized strong problem-solving skills to identify discrepancies between actual weights and planned weights in order to adjust accordingly.
- Have experience with Altea flight management system (Amadeus), MS office, MS word and MS excel.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Baggage Service Agent
Fenix Logistix( Part-Time - 18 Hours )
06.2025 - 09.2025
- Coordinated baggage handling processes to ensure timely delivery and minimize delays.
- Resolved customer inquiries and issues related to lost or damaged luggage efficiently.
- Trained new staff on operational procedures and safety protocols for baggage services.
- Implemented improvements in tracking systems to enhance accuracy of baggage transfers.
- Collaborated with airline partners to streamline communication regarding passenger luggage status.
Customer Service Representative
Jetway Aviation Services.( Full Time- 40 Hours )
05.2022 - 09.2024
- Coordinated check-in processes, ensuring efficiency and adherence to company policies.
- Managed approximately 40 to 50 passengers check in process alone per day.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted passengers with boarding procedures, enhancing overall travel experience.
- Resolved conflicts and issues, maintaining a calm environment in high-pressure situations.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Helped with planning schedules and delegating assignments to meet coverage and service demands
- Strengthened operational efficiency to remain cost-effective while maintaining quality service
Assistant Supervisor
Shakil Group Ltd.( Part-Time - 20 Hours)
06.2019 - 04.2022
- Streamlined communication between departments, improving workflow efficiency and reducing response times.
- Facilitated team training sessions to enhance staff understanding of operational procedures and safety protocols.
- Monitored expenditures and revised budget to meet constraints
- Revised work practices to improve efficiency, boost quality and meet production goals
- Tracked department resources and expenses.
- Conducted inventory analysis to determine optimal stock levels
- Reviewed daily financial records and reports and identified deficiencies in need of attention
- Kept documentation and records accurate and up to date with latest data to prevent errors in processing or delivery.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
Education
Master of Science - Business with International Management
Northumbria University
London, UK06.2019
Bachelor of Science - International Business Management
Anglia Ruskin University
London, UK09.2017
Skills
- Proficient in Microsoft Outlook
- Effective time management
- Technical expertise
- Teamwork and collaboration
- Detail-oriented approach
- Analytical problem-solving
- Effective multitasking
- Excellent communication
- Complaint handling
- Resourcefulness and initiative
- Lost item coordination
- Security regulations compliance
- Cross-functional coordination
- Critical thinking
- Active listening
- Customer service
- Continuous improvement mindset
LANGUAGES
English Fluent
Bengali Fluent
Hindi Fluent
Urdu Fluent
Timeline
Baggage Service Agent
Fenix Logistix( Part-Time - 18 Hours )
06.2025 - 09.2025
Load Control Agent
Swissport Usa Inc. (Full Time - 40 Hours )
09.2024 - Current
Customer Service Representative
Jetway Aviation Services.( Full Time- 40 Hours )
05.2022 - 09.2024
Assistant Supervisor
Shakil Group Ltd.( Part-Time - 20 Hours)
06.2019 - 04.2022
Master of Science - Business with International Management
Northumbria University
Bachelor of Science - International Business Management
Anglia Ruskin University
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