MUHAMMAD ABD UR REHMAN
Doha
Summary
A dedicated aviation professional with over 3 years of experience in terminal operations at a world-class airport. Proven expertise in supervising passenger flow, coordinating with multiple stakeholders, and managing abnormal operations and emergencies. Highly skilled in ensuring a safe, efficient, and high-performance passenger experience from landside to airside. Seeking to leverage my operational expertise and multilingual abilities in a Terminal Supervisor role at lux-Airport.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Representative - Special Handling
Qatar Airways
06.2022 - Current
- Supervised and monitored the end-to-end passenger journey for individuals with reduced mobility and hidden disabilities, ensuring a seamless and compliant operation from terminal curb to aircraft gate (Landside to Airside).
- Acted as the primary point of contact for passengers during irregular operations (IROPS), providing clear guidance, resolving complex issues, and mitigating potential crises in a high-pressure environment.
- Collaborated with all terminal actors, including ground handlers, airline representatives, and government agencies (Customs/Immigration) to coordinate efficient passenger processing and resolve operational hurdles.
- Directed passengers to appropriate services and contacts, effectively managing queues and reducing wait times during peak activity periods.
- Trained and integrated new employees into the Special Handling team, promoting best practices in disability etiquette and inclusive service, mirroring initiatives like the Hidden Disabilities Sunflower program.
- Contributed to daily operations by adhering to strict safety and security protocols, participating in quality checks, and maintaining a solutions-oriented approach to all tasks.
Human Resources Assistant (Temporary Assignment)
Qatar Airways
09.2022 - 10.2022
- Supported the Talent Acquisition department with administrative tasks.
Real Estate Intern
Ghousia Real Estate & Builders
02.2022 - 05.2022
- Gained experience in client consultation and service coordination.
Education
Bachelor of Science - International Relations
Bahauddin Zakariya University
01-2022
Skills
- Terminal Operations & Supervision: Passenger Flow Management, Landside & Airside Coordination, Shift Supervision, Daily Reporting
- Stakeholder Collaboration: Liaison with Airlines, Police, Customs, & Ground Handlers
- Crisis & Abnormal Operations Management: Emergency Response, Disruption Management, De-escalation
- Customer Experience & Communication: Inclusive Service (Hidden Disabilities), Complaint Resolution, Multilingual (English, Urdu, Hindi)
- Basic French proficiency
- Operational incident reporting expertise
Certification
(List any relevant certifications here, e.g., Customer Service Training, Safety & Security Training, Disability Awareness Training from Qatar Airways)
Additional Information
ADDITIONAL INFORMATION
Work Authorization: Requires visa sponsorship for Luxembourg.
Driving License: Valid Driving License (Pakistan and International - corresponds to Category B).
Shift Flexibility: Fully available and experienced in working rotating shifts, including nights, weekends, public holidays, and overtime.
Travel History: Culturally aware through travel to 23 countries across the UK, USA, Canada, Japan, and Europe.
LANGUAGES
English: Fluent (C1 Level - Professional Proficiency)
Urdu: Native Proficiency
Hindi: Professional Proficiency
French: Beginner (A1 Level) - Enrolled in online course to achieve operational fluency.
Timeline
Human Resources Assistant (Temporary Assignment)
Qatar Airways
09.2022 - 10.2022
Customer Service Representative - Special Handling
Qatar Airways
06.2022 - Current
Real Estate Intern
Ghousia Real Estate & Builders
02.2022 - 05.2022
Bachelor of Science - International Relations
Bahauddin Zakariya University
ADDITIONAL INFORMATION
- Work Authorization: Requires visa sponsorship for Luxembourg.
- Driving License: Valid Permanent Driving License (Pakistan and International - corresponds to Category B).
- Shift Flexibility: Fully available and experienced in working rotating shifts, including nights, weekends, public holidays, and overtime.
- Travel History: Culturally aware through travel to 23 countries across the UK, USA, Canada, Japan, and Europe.
Certificates
Customer Service Training
Safety & Security Training
Airside safety and security trainings
Cybersecurity Training
Disability Awareness Training from Qatar Airways
Performance appreciation letter
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