MOHOMAD RAZAH RAFEEK
DOHA
Summary
Dedicated customer service professional with extensive experience in the aviation and hospitality industries, adept at efficiently addressing and resolving customer issues. Specializes in optimizing quality, speed, and processes to enhance overall service delivery. Recognized for a strong commitment to team collaboration and achieving positive outcomes, while demonstrating reliability and adaptability in dynamic environments. Possesses excellent communication and problem-solving skills that foster lasting customer relationships.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Agent - QAS
Qatar Airways Group
10.2021 - Current
- Delivered outstanding customer service by proactively initiating engagement with customers.
- Performed check-in and boarding operations while ensuring compliance with travel protocols.
- Ensured compliance with travel documentation, visas, and immigration policies.
- Maintained current knowledge of airline policies and procedures, accurately providing customer information.
- Enhanced customer service skills through participation in product knowledge training sessions.
- Ensured to follow Standard Operating Procedure at all time.
Airport Service Agent
Sri Lankan Airline
09.2018 - 04.2021
- Provided exemplary and consistent customer service at check-in counters, boarding gate, and transfer service desk.
- Stayed updated on services and products by maintaining vigilance, obtaining flight briefings on travel documents, and baggage updates.
- Handled shift-related operations involving supply procurement, absence tracking, and task delegation.
- Offered detailed information on flight schedules, delays, and cancellations, maintaining clear communication.
- Provided specialized assistance to passengers with reduced mobility, ensuring a seamless travel experience.
Guest Service Executive - Executive Lounge
Jumeirah Al Naseem Hotel - Madinat Jumeirah
12.2016 - 08.2018
- Greeted guests upon arrival and managed front desk operations, Organized and fulfilled special guest requests to enhance their experience.
- Prepared daily reports on lounge guest feedback and suggestions along with incident report at lounge, sharing insights with the team and management.
- Logged guest complaints, Responded professionally and courteously to boost satisfaction. followed up to resolve issues, and compiled reports on outcomes.
- Conducted inspections of suites and executive rooms prior to guest arrival to ensure compliance with standards and accommodated any special requests.
- Coordinated with Housekeeping, Room Service, and other departments to fulfill guest needs efficiently.
- Processed payments and transactions efficiently, managing cash, credit, and electronic payments with precision.
Education
Bachelor of Business Administration - Business Administration
IIC University of Technology (RAAPA Institute)
Phnom Penh, Cambodia2019
A-Levels - General Studies
Kalawewa Central College
2012
Skills
- Customer-focused approach
- Composed and optimistic attitude
- Clear interpersonal communication
- Personal accountability
- Comprehensive report development
- Quality assurance and compliance oversight
Languages
Sinhala
First Language
English
Advanced
C1
Tamil
Proficient
C2
Certification
- Advanced Passenger Handling Diploma by Aviation College 2018
- Diploma in Computing
- Certificate in Leadership Programme
- Departure Control System - Altea and Saber
Timeline
Customer Service Agent - QAS
Qatar Airways Group
10.2021 - Current
Airport Service Agent
Sri Lankan Airline
09.2018 - 04.2021
Guest Service Executive - Executive Lounge
Jumeirah Al Naseem Hotel - Madinat Jumeirah
12.2016 - 08.2018
A-Levels - General Studies
Kalawewa Central College
Bachelor of Business Administration - Business Administration
IIC University of Technology (RAAPA Institute)
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