Senior Customer Service Agent - All Nippon Airways - JFK Intl Airport, NY, United States of America
(2025-05)
- Providing exceptional customer service to passengers at check-in counters, gates, and baggage claim areas.
- Processing passenger check-ins, seat assignments, and baggage handling.
- Assisting with flight delays, cancellations, and rebooking procedures
- Handling customer complaints and resolving issues professionally.
- Supervising and mentoring junior customer service staff.
- Coordinate crew hotel accommodations and communicate wake-up times, as well as pick-up and drop-off arrangements.
- Ensuring compliance with TSA, FAA, and "All Nippon Airways" safety and security protocols.
- Work closely with all Authorities / service providers
- Managing special services for passengers with disabilities, unaccompanied minors, and VIP guests.
- Operating airline computer systems and maintaining accurate passenger records.
- Performing any additional responsibilities as assigned by the Airport Manager or Chief /lead Customer Service Agent.
- Performs other related duties from time to time as assigned by your supervisor/manager.
- Adheres consistently to the airline safety and security policy and procedures through identification and mitigation of operational hazards and related safety & security risks and implements all precautionary actions / measures / processes; conduct work activity safety planning before work begins, during the actual work as conditions change, debriefing and hand over activities at the end of the work and shifting to other work when emergent work is encountered; make safety a priority and participa
- Complies with all w policies, procedures and regulation specified for the position in the "All Nippon Airways" security Manual Chapter One under topic of "Assignment of responsibilities on Aviation Security".
Flight Operations Coordinator - Lufthansa Group - Berlin, Germany
(2022-07 - 2025-04)
- Serve as the primary liaison between DPS sales teams and external clients.
- Coordinate client onboarding
- Support sales initiatives by preparing proposals, tracking leads, and maintaining CRM data.
- Assist the sales team with day-to-day operations, including preparing quotes, proposals, and presentations.
- Maintain and update customer databases, CRM systems, and sales records.
- Coordinate meetings, calls, and follow-ups between sales representatives and clients.
- Track sales performance metrics and generate regular reports for management.
- Support order processing, invoicing, and delivery coordination.
- Liaise with marketing, finance, and logistics teams to ensure alignment on sales activities.
- Monitor inventory levels and product availability for sales planning.
- Work closely with Program Managers and technical teams to ensure operational excellence.
- Assist in process improvement initiatives to enhance client satisfaction and operational efficiency.
Airport Customer Services Agent/Check-in Lead - Lufthansa Group - Berlin, Germany
(2020-07 - 2022-06)
- Reviewed tickets, identification, and passports to verify traveler identity.
- Processed order transactions and provided customers with detailed itineraries, tickets, and receipts.
- Facilitated passenger check-in processes, ensuring timely and efficient service delivery.
- Managed boarding procedures, coordinating with ground staff to optimize flight schedules.
- Implemented check-in software systems, enhancing accuracy and reducing wait times for travelers.
- Trained new team members on company policies and customer service standards for effective operations.
- Monitored baggage handling protocols, ensuring compliance with safety regulations and minimizing delays.
- Developed training materials to enhance staff knowledge on emerging technologies in check-in processes.
Ticketing Agent - Al-Marjan Travels and Tours Pvt Ltd - Mardan, KP, Pakistan
(2012-08 - 2014-07)
- Verified passport and visa validity for international flights, adhering to strict immigration requirements and regulations.
- Ensured accurate flight information was communicated to passengers, minimizing confusions and delays.
- Monitored flight schedules closely, providing timely updates to passengers regarding potential delays or cancellations.
- Enhanced customer satisfaction by efficiently processing check-ins and issuing boarding passes.
- Collaborated with team members to maintain high-quality service standards during peak travel times.
- Managed ticketing operations, ensuring timely processing and accurate issuance of travel documents.
- Resolved customer inquiries regarding booking issues, enhancing overall client satisfaction and loyalty.
- Collaborated with travel agents to coordinate group bookings and special requests efficiently.
- Implemented streamlined procedures for ticket sales, improving workflow efficiency across the team.
