Officer GEST (Guest Experience & Satisfaction Team) - 'AIRBLUE
(2025-09)
- Conducted comprehensive audits across all guest touchpoints, including booking, check-in, boarding, inflight experience, and baggage handling, ensuring strict compliance with operational policies, Air Navigation Orders (ANOs), and regulatory standards.
- Performed aircraft and cabin inspections, focusing on safety, cleanliness, service readiness, and overall passenger experience.
- Managed passenger feedback and complaints, ensuring timely resolution in line with service standards, while identifying recurring issues and recommending corrective actions to enhance customer satisfaction.
- Analyzed operational data using Looker Studio, Google Sheets, and Tracker to monitor key performance indicators (KPIs) and highlight areas for service and process improvement.
- Prepared detailed audit reports and official correspondence, providing evidence-based findings and actionable recommendations in accordance with company policies and aviation regulations.
Call Center Supervisor - 'AIRBLUE
(2025-03 - 2025-08)
- Supervised call center operations, including managing all flight disruptions (delays, cancellations, reinstatements) in line with call center and internal policies.
- Ensured compliance during re-accommodation and fare exchange processes, strictly adhering to fare rules and guidelines.
- Handled complex cases such as name corrections, PNR status changes, deportees, jailed guests, and gate no-shows with proper verification and procedures.
Call Centre Counselor - 'AIRBLUE
(2024-09 - 2025-02)
- Provided high-volume, front-line customer support, efficiently resolving passenger inquiries, reservations, and ticketing issues to maintain high service standards.
Passenger Services Intern - Menzies RAS
(2024-06 - 2024-08)
- Supported ground handling operations for leading international airlines including Qatar Airways, British Airways, Emirates, and Etihad Airways.
- Assisted in check in and boarding operations to support on time departures.
Management Intern - Pakistan International Airlines (PIA)
(2023-07 - 2023-09)
- Gained hands-on exposure to key airline functions including HR, Marketing, Revenue Management, Agency Affairs, and Policy & Law, providing a comprehensive understanding of the airline industry.
- Developed a well-rounded skill set and insight into how cross-functional departments collaborate to drive organizational success.
Management Intern - Aircraft Manufacturing Factory (PAC) Kamra
(2022-07 - 2022-08)
- Assisted in project management by coordinating schedules and meetings, conducting research and analysis, and supporting the implementation of strategic initiatives.
- Collaborated with cross-functional teams to contribute to process improvements and the development of efficient operational practices.
