Umer Zia

Worked as an Airport Customer Service (care) Agent with more than a year of experience, a dedicated motivated professional with a drive to provide remarkable service. A true people person who enjoys resolving issues and understands the importance of corporate branding and customer satisfaction at all times to achieve success.

Passenger Service Agent - SWISSPORT INTERNATIONAL - Winnipeg, MB

(2025-06)

• Inspect and verify passenger documentation
• Issue boarding passes and reschedule passengers affected by flight interruptions or cancellations
• Manage Passenger baggage processing, including handling and fee calculation if applicable
• Assist passengers as needed through arrival and check-in processes, including support for passengers with special needs such as unaccompanied minors (UM), VIP Passengers, and passengers needing wheelchair assistance
• Direct passengers through Customs, Immigration, and Quarantine as required
• Make Public address announcements as required
• Assist Ramp Service Agents to ensure wheelchairs, strollers, and gate-checked bags (cleared through security) are made available for loading upon departure and delivery to passengers upon arrival
• Comply with all federal, state, municipal, airport authority, and carrier security requirements and Swissport SOPs and policies
• Operate equipment to include the jet way, computer keyboards, and carrier-specific reservation/ticketing software
• Produce all required, work-related documentation
• Other duties as assigned

Passenger Service Team Lead - ALLIANCE GROUND INTERNATIONAL - Winnipeg, MB

(2024-11 - 2025-06)

• Manage passenger service team, resolve complaints and ensure passenger satisfaction
• Oversee check-in, Boarding and baggage handling
• Schedule staff, monitor activities and providing training
• Ensure compliance with airline policies, safety and security regulations
• Coordinate with other departments such as flight operations and maintenance
• Interact with employees, clients and the public in a courteous and professional manner
• Ensure quality customer service is delivered to all passengers

Aircraft Re-fueler - MENZIES AVIATION - Winnipeg, MB

(2024-09)

• Safely and efficiently fuel and defuel aircraft, Including loading and balancing fuel
• Drive and operate fuel trucks, hydrants carts and other specialized commercial vehicles
• Perform daily quality control checks on equipment and ensure its clean and functional
• Accurately account for fuel transactions
• Operate with accordance with airport, health and safety, security and other regulations
• Maintain radio and telephone contact for flight information and report incidents
• Ensure vehicles are serviced with diesel, gas oil and lubricants

Customer Care Agent - AAS CANADA. INC - Mississauga, ON

(2023-05 - 2024-08)

• Provided a full range of ground handling and passenger support services for both airlines and airport
• Helped passengers with reduced mobility services
• Support a variety of airport operations through smart programming
• Worked in leading providers in airport ground services
• Helped to manage passenger flow through and high-risk airport areas including border control and hand baggage compliance
• Ensured a clean and comfortable environment for the passengers

Galley Builder - GATE GOURMET CANADA - Mississauga, ON

(2022-09 - 2023-01)

• Responsible for the preparation of the non-food items
• Assembles equipment according to airline specifications following procedures and assembly diagrams
• Sorts, Wraps and packs airline dry goods, liquor and equipment into airline carts according to airline specifications
• Keeps production areas in compliance with sanitation

Tray Setter - NEWREST CANADA - Mississauga, ON

(2022-01 - 2022-09)

• Arrange the work area before the daily work begins
• Ability to use hands to assemble trays and set the trays for airline using the specifications provided
• Focused on completing task with accuracy and ability to meet deadlines efficiently
• Ability to plan and organize trays for efficient production and load the trays in properly in various trolleys
• Ability to identify and solve problems related to tray assembly
• Proficiency in working with colleagues to assemble trays and knowledge of safe practices when assembling
• Ability to effectively communicate and build relationships with co-workers
• Aptitude for inspiring, motivating and guiding others
• Open to new ideas and able to adopt to changing situations
• Capacity to analyse and solve problems
• Adeptness at troubleshooting and coming up with creative solutions
• Proficiency in providing excellent service to customers

Intermediate in Computer Science - Computer Science - COMMAND GROUP OF COLLEGES (2009-08)