Muhammad Uzair
New York
Summary
Dynamic customer service professional with extensive experience at All Nippon Airways, excelling in operations management and conflict resolution. Proven track record in enhancing service delivery and training teams, utilizing Altea and CRM systems to streamline processes. Committed to achieving high customer satisfaction through effective problem-solving and teamwork.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service & Administrator
All Nippon Airways JFK Airport
05.2025 - Current
- Assisted passengers with inquiries, ticketing, and check-in procedures.
- Handled administrative tasks including reports, scheduling, and filing.
- Responded to passenger complaints, ensuring issues were resolved efficiently.
- Provided support to airport departments to ensure smooth daily operations.
- Supported management with scheduling, travel arrangements, and meeting coordination.
- Monitored daily workflow and maintained service standards.
- Assisted customers with inquiries, providing accurate information and timely resolutions.
- Managed customer orders using CRM systems to ensure efficient processing and tracking.
Check-in Agent Lead
Airline Assistance Switzerland,
07.2022 - 04.2025
- Reviewed tickets, identification, and passports to verify traveler identity.
- Processed order transactions and provided customers with detailed itineraries, tickets, and receipts.
- Facilitated passenger check-in processes, ensuring timely and efficient service delivery.
- Managed boarding procedures, coordinating with ground staff to optimize flight schedules.
- Implemented check-in software systems, enhancing accuracy and reducing wait times for travelers.
- Trained new team members on company policies and customer service standards for effective operations.
- Monitored baggage handling protocols, ensuring compliance with safety regulations and minimizing delays.
- Developed training materials to enhance staff knowledge on emerging technologies in check-in processes.
- Verified passport and visa validity for international flights, adhering to strict immigration requirements and regulations.
- Ensured accurate flight information was communicated to passengers, minimizing confusion and delays.
- Monitored flight schedules closely, providing timely updates to passengers regarding potential delays or cancellations.
- Enhanced customer satisfaction by efficiently processing check-ins and issuing boarding passes.
- Collaborated with team members to maintain high-quality service standards during peak travel times.
Airport Services Agent/Check-in Agent
BER - Berlin Brandenburg Airport
07.2020 - 06.2022
- Coordinated passenger check-in processes, ensuring timely and efficient service delivery.
- Assisted with baggage handling operations, maintaining compliance with safety regulations.
- Collaborated with team members to resolve customer inquiries and enhance service quality.
- Monitored flight schedules and announcements, providing real-time updates to passengers.
- Implemented operational improvements that streamlined check-in procedures and reduced wait times.
- Managed lost baggage claims efficiently, improving customer satisfaction through prompt resolutions.
- Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
- Maintained accurate records of passenger interactions and services provided for operational reporting purposes.
Ticketing Agent
Al-Marjan Travel and Tour Pvt Ltd
08.2012 - 07.2014
- Managed ticketing operations, ensuring timely processing and accurate issuance of travel documents.
- Resolved customer inquiries regarding booking issues, enhancing overall client satisfaction and loyalty.
- Collaborated with travel agents to coordinate group bookings and special requests efficiently.
- Implemented streamlined procedures for ticket sales, improving workflow efficiency across the team.
Education
Master of Arts - Aviation Management
IUBH University of Applied Sciences
Berlin, Germany08-2020
BBA - Business Administration
FUUAST, Islamabad
Pakistan08-2018
Skills
- Customer service excellence
- Shipping and receiving
- Call center experience
- Proficient in Altea, Go Now, Crane
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Problem-solving abilities
- Team leadership
- Conflict resolution
- Operations management
- Professionalism
Certification
- Certified Dangerous Goods Regulations, Airline Assistance Switzerland - Dec, 2024
- Airport Safety and Security training, BER-Berlin Brandenburg Airport, Germany, Dec, 2024
- Aviation Security Authority Airport ID (R), BER-Berlin Brandenburg Airport, Germany, Dec, 2024
- Safety Basics, BER-Berlin Brandenburg Airport, Germany, Nov, 2024
- Differences Training safety culture, BER-Berlin Brandenburg Airport, Germany, March, 2023
- Training of Safety Awareness, BER-Berlin Brandenburg Airport, Germany, Nov, 2022
- Controlling Airlines and Airports, Nov,2019
Languages
Hindi
Native or Bilingual
English
Full Professional
Urdu
Full Professional
Pashtu
Native or Bilingual
German
Limited Working
Interests
- Sharing travel tips, recommendations, and insights with fellow enthusiasts
- Backpacking and Hiking
- Adventure Travel
- Road Trips
- Historical Exploration
- Horseback Riding
- Camping
- Playing Sports
- Hiking
- Gym Workouts
- Committed to improving personal fitness through regular participation in Golf
- Reading
- Fashion and Style
Timeline
Customer Service & Administrator
All Nippon Airways JFK Airport
05.2025 - Current
Check-in Agent Lead
Airline Assistance Switzerland,
07.2022 - 04.2025
Airport Services Agent/Check-in Agent
BER - Berlin Brandenburg Airport
07.2020 - 06.2022
Ticketing Agent
Al-Marjan Travel and Tour Pvt Ltd
08.2012 - 07.2014
Master of Arts - Aviation Management
IUBH University of Applied Sciences
BBA - Business Administration
FUUAST, Islamabad
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