Muntaha Bilal

Customer-focused professional with over 10 years of experience across aviation ground operations, terminal customer service, HR management, and technology sales. Skilled in coordinating international flight operations, resolving complex passenger and employee issues, and ensuring strict regulatory compliance. Strong track record of process improvement, team leadership, and delivering consistent, high-quality service under pressure.

Air Traffic Assistant - Gerry's dnata - Islamabad, Pakistan

(2024-09 - 2026-06)

• Oversee end-to-end ground handling operations for multiple international carriers, coordinating check-in, gate, and ramp teams to maintain on-time performance (OTP).
• Manage front-line passenger check-in and resolve complex ticketing and seating issues during peak travel periods.
• Perform IATA Timatic visa and travel document validations, eliminating inadmissibility (INAD) risk for partner airlines.
• Lead on-the-job training for new hire cohorts on safety protocols, customer service standards, and Departure Control Systems (DCS).
• Enforce IATA Ground Operations Manual (IGOM) standards for weight, balance, and cabin safety compliance during boarding.

HR Manager - iZ Square

(2023-01 - 2024-07)

• Developed and implemented HR strategies and organizational design aligned with business goals across the Pakistan region.
• Managed full-cycle recruitment from sourcing through onboarding and offboarding, building a high-quality talent pipeline.
• Streamlined new-hire onboarding through a structured training framework, reducing time-to-productivity.
• Authored and maintained company policies and employee handbooks to ensure legal compliance.
• Automated manual HR record-keeping, reducing administrative errors and improving payroll processing speed.

Counselor - Terminal Customer Services - Airblue

(2018-11 - 2020-11)

• Managed end-to-end passenger journeys at the terminal, from check-in and document verification to boarding and arrival assistance.
• Maintained a 90%+ customer satisfaction rating while resolving grievances, flight delays, and lost baggage issues.
• Used Sabre and Zenith reservation systems to process re-bookings, cancellations, and seat upgrades under tight departure windows.
• Reduced passenger wait times by implementing an improved queue management and document pre-screening process.

Sales Specialist - Airblue

(2017-11 - 2018-10)

• Sold airline products and services including flight tickets, travel insurance, and baggage upgrades to meet monthly sales targets.
• Consistently met or exceeded individual sales KPIs, contributing to overall revenue growth for the Islamabad sales office.
• Increased ancillary revenue through effective upselling of premium seating and loyalty program memberships.
• Built a loyal corporate client base through proactive support for frequent travel needs.

Customer Care Specialist - Silver Stallion Technologies Pvt Ltd

(2015-08 - 2017-09)

• Managed high volumes of inbound and outbound customer inquiries via phone, email, and live chat.
• Maintained a top-tier Customer Satisfaction (CSAT) score through empathetic, efficient support.
• Selected to mentor and train new hires on communication protocols and internal CRM systems.
• Reduced monthly customer churn through proactive follow-up with dissatisfied clients.

Customer Sales Specialist - Sectem Technologies

(2014-02 - 2015-07)

• Conducted outbound sales and lead qualification through digital channels, building a robust sales pipeline.
• Consistently met monthly sales quotas, contributing to the firm's regional market expansion.
• Developed a new lead-tracking system that increased conversion from initial contact to qualified prospect by 15%.

Bachelor of Science - Computational Science - University of the Punjab (2013 - 2015)

Intermediate - Biology/Biological Sciences - Punjab College for Women (2011 - 2013)

Matriculation - Computer Science - Station High School No. 3 (2009 - 2010)