Wasim Zaidi
Torrance,CA
Overview
18
18
years of professional experience
Work History
Customer Service Supervisor/ Acting Duty Airport Manager
Qantas Airways Limited
Los Angeles, California
01.2006 - 11.2015
- I was expected to ensure that our check-in agents were greeting and assisting our customers with a smile, and that their jobs are performed efficiently.
- Most importantly, it was essential that all safety and security measures were being followed.
- When boarding the aircraft, I ensured that all safety and security measures were being followed.
- When boarding the aircraft, I ensured that all customers with special needs were treated with respect, and that boarding announcements were made as needed, especially we incurred delays.
- I maintained a good working relationship with our crew and ground staff to assist in on-time performance.
- When aircrafts were being loaded I was present on the ramp, ensuring that proper safety measures were followed by the ramp team.
- Upon arrival of aircraft, I ensured that the baggage was delivered promptly, and that all necessary announcements were made regarding carousel assignment, etc.
- When delayed flights arrived, I worked with the team to facilitate the rebooking of our customers, and getting them to their destinations with as little further disruptions as possible.
- Under extenuating circumstances, I had the authority to approve hotel stays, car rentals and other expenses.
- I worked closely with our Operations team, both at LAX and in Sydney, Australia to ensure that we had available crews, crew transportation, and gate assignment which would benefit the operation.
- With our local team, I provided delay codes when necessary, and could ensure that our aircrafts were being towing to and from the gates as needed, to maintain a smooth schedule.
- Accomplishments.
- I proved myself as an exemplary Customer Service Supervisor, and was given the privilege to work as A/Duty Airport Manager, a position I filled frequently for many years, and, at one point, for 18 months.
- I am proud of the way I worked under pressure, and made wise decisions that mutually benefitted our customers and the airline.
- I was assigned to look after the aircraft cabin dressing and supplies.
- With six flights in and six flights out, I performed quality control, ensured key performance indicator, and performed audits.
- This helped to improve cabin quality and also prevented revenue loss.
- When all of our A380 aircrafts were suddenly grounded in November of 2010, I hurriedly informed my team on the manner in which we would de-plane two full A380s of boarded customers, and get them to hastily reserve the hotel rooms on transportation which was not easily gotten at midnight.
Lead Customer Service Officer
CATHAY PACIFIC AIRWAYS LTD
Los Angeles, California
10.1997 - 12.2005
- Performed Counter Control - organizing time efficiently on tasks during peak hours to ensure on time flight departures.
- Administered baggage claims by reaching amicable settlements through negotiation.
- Worked as ticket agent issuing airline tickets, handling reissues, hotel vouchers etc.
- Performed duties of a liaison with the head office on solutions to quality baggage management.
- Analyzed and developed baggage procedures to significantly reduce the number of pending claims.
- Coordinated the arrival staff as In-charge arrivals to ensure proper and efficient handling of arriving passengers.
- Trained staff on the baggage and arrival procedures.
Education
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California State University Los Angeles
Mt. San Antonio Community College
Walnut Creek, CAPersonal Information
This is a team of committed individuals who are prepared to assist passengers who have been involved in an emergency, whether it is due to an airline incident or accident, natural disaster, etc.
Interests
Members are notified that they are needed to travel to the location of the incident/accident site, and are booked to travel on the next available service
Additional Information
- Awards Qantas Airways eXcel of Service & Safety Award, October 2006 Qantas Airways eXcel Environmental Award, February 2015 Singapore Airlines Outstanding Service on the Ground Award, 1994 Group This is a team of committed individuals who are prepared to assist passengers who have been involved in an emergency, whether it is due to an airline incident or accident, natural disaster, etc. Members are notified that they are needed to travel to the location of the incident/accident site, and are booked to travel on the next available service.
Summary
Customer service professional with extensive experience managing support teams and improving operational efficiency. Recognized for promoting team collaboration and achieving results. Consistently adaptable to changing needs and skilled in conflict resolution and staff training.
Timeline
Customer Service Supervisor/ Acting Duty Airport Manager
Qantas Airways Limited
01.2006 - 11.2015
Lead Customer Service Officer
CATHAY PACIFIC AIRWAYS LTD
10.1997 - 12.2005
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California State University Los Angeles
Mt. San Antonio Community College