Usman Sarwar
Leesburg,VA
Summary
Operations and administrative professional with more than 10 years of experience in customer service, team leadership, staff scheduling, employee training, records management, inventory coordination, and daily operational support. Proven ability to supervise teams, resolve escalated issues, maintain efficient workflows, and perform management duties in fast-paced environments. Bachelor of Business Administration graduate with strong communication, organization, and problem-solving skills. Seeking an operations, administrative, facilities, customer service, or management position where leadership experience and business knowledge can support organizational success.
Overview
4
4
Languages
12
12
years of professional experience
Work History
Lead Passenger Service Agent
United Airlines
Sterling, VA
12.2021 - Current
- Resolved customer inquiries and complaints, ensuring professional handling of escalated issues.
- Trained and mentored employees on procedures and customer service standards.
- Supervised staff and ensured smooth daily operations in manager's absence.
- Coordinated employee schedules and assignments to maintain optimal staffing levels.
- Assisted team members in resolving operational challenges and meeting priorities.
- Maintained a positive, organized, service-oriented environment in fast-paced a setting.
Ship-from-Store Associate
Walmart
Chantilly, Virginia
04.2020 - 12.2021
- Processed online orders efficiently while meeting daily productivity and fulfillment deadlines.
- Prepared, packed, labeled, and sorted customer orders for timely shipment, ensuring accuracy.
- Responded to customer inquiries and resolved order-related issues, enhancing overall customer satisfaction.
- Monitored inventory and supply levels, reporting restocking needs to maintain optimal stock availability.
- Utilized email and digital platforms to facilitate communication with customers and team members.
- Assisted with operational and facility-service tasks to ensure smooth operations.
Passenger Service Agent
Air France
Sterling, VA
05.2019 - 08.2019
- Checked passengers in for flights, verifying tickets, passports, boarding passes, and travel documents to ensure compliance with airline policies.
- Managed flight operations by opening, updating, and closing flights according to airline procedures, ensuring timely departures.
- Directed passengers to boarding gates and answered questions regarding flights, safety, and travel procedures.
- Provided professional customer service in fast-paced airport environment, addressing passenger inquiries and enhancing overall travel experience.
- Ensured carry-on and checked luggage complied with airline and federal requirements.
- Tagged checked baggage and confirmed bags were routed to the correct destinations.
Supervisor / Passenger Service Agent Lead
ABM Facility Services
Sterling, VA
07.2014 - 08.2019
- Supervised daily passenger-service operations and performed management duties during leadership absence.
- Coordinated employee schedules and staffing assignments to ensure optimal workload coverage.
- Trained and mentored employees on customer service and safety procedures to enhance team competency.
- Forecast staffing requirements based on daily workload and company performance targets.
- Resolved customer complaints and escalated service issues to maintain high service standards.
- Organized communication training for approximately 30 employees to improve service performance.
- Maintained operational records, bookkeeping documents, and administrative information for accurate retrieval.
- Verified passenger documents, processed baggage, and supported safe and efficient boarding operations.
Education
BBA - Business Administration
Radford University
Radford, VA12-2020
Skills
- Customer Service Management
- Operations Management
- Team Leadership
- Staff Scheduling
- Workforce Planning
- Training and mentoring
- Safety and Compliance
- Conflict Resolution
- Inventory and Supply Coordination
- Administrative Support
- Records Management
- Time Management
- Microsoft Office
- Multilingual Communication
- Business Communication
Languages
Urdu
Native/ Bilingual
Punjabi
Native/ Bilingual
Hindi
Native/ Bilingual
Spanish
Full Professional
Timeline
Lead Passenger Service Agent
United Airlines
12.2021 - Current
Ship-from-Store Associate
Walmart
04.2020 - 12.2021
Passenger Service Agent
Air France
05.2019 - 08.2019
Supervisor / Passenger Service Agent Lead
ABM Facility Services
07.2014 - 08.2019
BBA - Business Administration
Radford University