Muhammad Imran Akram
Doh
Summary
Dynamic customer service professional with extensive experience at Qatar Airways, excelling in team supervision and service excellence. Proven track record in training new employees and enhancing operational efficiency. Skilled in time management and implementing best practices, consistently achieving high customer satisfaction and operational targets.Monitors and expedite all facets of Aircraft turnaround, liaising closely with all Group sections, Government Departments and stake holders in order to achieve a safe, legal and punctual departure while ensuring the highest possible level of Customer Services are delivered to the Customers
Overview
28
28
years of professional experience
1
1
Certification
Work History
Customer Service Duty Manager
Qatar Airways
07.2022 - Current
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Trained employees in essential job functions.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Support TDM and AM in daily operation.
- Coordinate with TDMs, Area managers on ongoing action plan for service improvements; adapt all possible methods to achieve/exceed the set up targets.
- Plan tasks and assign staff to ensure efficient and smooth operations.
- Monitor operations/activities handled by staff to enhance efficient service delivery and maintain schedule integrity.
Customer Service Duty Officer
Qatar Airways
02.2017 - 11.2017
- Ensured compliance with regulations by maintaining up-to-date knowledge of industry standards.
- Monitored surveillance systems for potential threats, allowing for quick identification and resolution of issues.
- Contributed to the successful execution of large-scale events through meticulous planning and coordination efforts.
- Provided exceptional customer service, addressing concerns promptly and professionally.
- Supervision of staff on duty and liaison with concern to ensure safe operations and on time departure of flights.
- Conduct briefing and de-briefing session pre operation and after every peak, with TDM and staff about operation to find deficient areas, obtain recommendations for corrective action and implication.
- Provide the desired level of service across all areas in line with company expectations.
Flight Operations Officer
Saudia Ground Services
10.2004 - 02.2017
- Working as flight operation officer assign flights and monitor all staff performance and activities while they are performing their duties. Always assisting and guiding and correcting them where ever required.
- Plan Aircraft parking and equipment requirements for each and every aircraft.
- Supervise all flights to achieve a safe, legal and punctual departure while ensuring the highest possible level of customer service. Supervises the dispatch of cargo/mail/co. mail and to ensure these activities are in accordance with safety and procedural requirements.
- v Responsible in implementing Standard Operating procedures. Plan, Organize and control all aspects related to passenger, cargo and ramp handling.
- Responsible for all airport operational activities involving Passenger, ramp & cargo services, catering and flight operations. This includes supervision of staff who is handling flights.
- v Implement contingency procedures in the event of System outage.
- Improved flight operations team performance with regular training sessions and evaluation of staff skills.
Load Controller, Check-in and Ramp Supervisor
Shaheen Airport Services
11.1997 - 10.2004
- I have worked with Qatar Airways as a dedicated flight supervisor. My job responsibility was Pre-Flight, Post flight, Counter, Documentations and Load Control and QR shift Supervisor As well.
- I have worked with Gulf Airlines/ Saudi Arabian Airlines and Kuwait Airways as a dedicated staff. My job responsibility was Pre-Flight, Post flight, Counter, Documentations and Load Controller.
- Calculated and transmitted estimated zero fuel weight (EZFW) figures to dispatch.
- Confirmed proper handling of baggage and cargo on per-load basis.
Education
Bachelor of Accounting -
Punjab University
Lahore Pakistan08-1997
Skills
- Service excellence
- Customer service focus
- Time management
- New employee training
- Team supervision
- Delegating work
- Customer service
Certification
* ASM HUB OPERATION training from Qatar airways.
* Safety and security trainings from Qatar airways
* Hub Customer handling training from Qatar airways.
* Certificate of safety and security awareness training from National Handling Services.
* Load control licenses from Qatar Airline, Emirates, Gulf Air, Etihad Airways, Saudi Arabian Airlines, Kuwait Airways, Sri Lankan Airline, Air Arabia, Singapore Airlines, Malaysia Airlines, Royal Brunei, Lion Airlines, and Air Asia Fleets.
Languages
English
Advanced (C1)
Urdu
Bilingual or Proficient (C2)
Arabic
Intermediate (B1)
Timeline
Customer Service Duty Manager
Qatar Airways
07.2022 - Current
Customer Service Duty Officer
Qatar Airways
02.2017 - 11.2017
Flight Operations Officer
Saudia Ground Services
10.2004 - 02.2017
Load Controller, Check-in and Ramp Supervisor
Shaheen Airport Services
11.1997 - 10.2004
Bachelor of Accounting -
Punjab University
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