Muhammad Nasir Ameer
Sales, Operations and Customer Service
Dubai
Summary of Career
1. Assist passengers on the front /ticketing counter, gate area or baggage service office, boarding, deplaning and dispatching flights on-time.
2. Accountable person (Reporting Official) for Emergency Planning which includes maintaining training amongst the airport community to achieve results.
3. Negotiate internally with departments such as flight operations, airport services, crew scheduling, EK flight catering.
4. Negotiate externally with departments such as ground handlers, fuel suppliers, airport authorities and airport slot coordinators.
5. Coordinate efforts with stakeholders at network control centre and civil aviation authorities to quickly recover the schedule with minimal passenger discomfort.
6. Coordinate with ramp agent at the landside to allocate wheelchairs, strollers, gate checked bags (cleared through security) are made available upon departure and delivery to passengers upon arrival.
7. Issue boarding passes, reschedule flights, baggage claims, meet and greet as needed through arrival and departure process.
8. Handle the complaints received from customers from different sources including walk-in visits, e-mails, online, telephone calls, etc.
9. Training and development of high performing multifunctional teams by focusing on the ideation and development of human-centric portfolios.
10. The consistent theme throughout my career is that when faced with challenging situations I have consistently delivered on expectations and produced positive outcomes.
- Achieved the highest percentage of on-time departure as an acting customer service agent. - Managed and coordinated with over 3,240 special needs passengers with their bags from the front door to the terminal gate to onboard the aircraft, ready for an on-time take off. - Assisted over 1000+ special need passengers, Sports official and sports ministers with 100% marks in time management and discipline. - Accountable for a variety of tasks involving special needs passenger contact/support operational duties, presenting information, immigration issue resolution and check-in process.
- Suggested a new Point of Sale (POS) system (Microsoft dynamics 365) instead of Oracle for generating sales leads, resulted in a 30% improvement in sales performance in the retail stores. - Chosen to lead the sales team within 8 months of employment in a promotional campaign that resulted in increased sales of 37,000 AED per month and the company exceeding its annual sales targets by 24%. - Trained and developed a team of five new field sales executives who achieved an average of 120% of their sales targets within their first 7 months.
- Led store in overall sales (approx. 40% of overall store sales). - Sold Over 65,000 AED worth of Apple products during gitex shopper week. - Trained customers of various backgrounds and levels on how to use their personal/business Apple technology. - Demonstrated products and services offered by Apple to provide the consumer with a complete solution which boosted overall store customer service goals.
- Closed outbound sales worth over 40,000 AED and above on a monthly basis by employing telemarketing techniques. - Managed over 20 clients as per as the daily schedule from CRM out of which minimum of 10 to 20 clients were convinced to sign up for the Canadian migration process by using dynamic sales skills verbally without using a script. - Increased client base by 60% by being actively involved in marketing and sales promotions in social media. - Trained and developed new sales consultants deployed in the company annually. - Initiated digital marketing and trained three teams of sales personnel to handle online orders and transactions, thereby increasing the company’s profits by 42% and client-based by 60% internationally, especially from Kuwait, Saudia Arabia, Oman, Qatar and Bahrain.
- Managed over 400 passengers on a daily basis and guide them with the ticketing and baggage check-in process. - Implemented the (Queueing Optimization Approach) reducing check-in time at the seaport, which decreased traffic by indicating the passengers to use the self-check-in process prior to departure by 64%. - Implemented boarding/de-boarding processes to ensure a reduction in time by 15%. - Proactively solved issues with flight activity on account of coordination and communication skills to ensure on-time departure with a success rate of 80%
- Exceeded Emaar sales goals by 92% owing to effective customer service acumen. - Trained and developed 20 new customer service representatives in a fiscal year. - Reduced customer complaints by 30% through escalated grievance resolution procedure. - Successfully handled 100+ accounts simultaneously, without a single complaint from any account holder in 2 years. - Explicitly responded 100+ customer calls per day. - Resolved an average of 350 inquiries in any given week and consistently met performance benchmarks in all areas. - Promoted as lead “go-to” person for potential clients and challenging calls as one of the company’s mentors and trainers of both new and established employees in the customer service field.
Experience as Sales and Customer Support
Apple Premium Reseller : Unicorn Infosolutions Private Limited
11 October 2018
02 October 2019
- Led store in overall sales (approx. 40% of overall store sales).
- Sold Over 65,000 AED worth of Apple products during Gitex shopper week.
- Trained customers of various backgrounds and levels on how to use their personal/business Apple technology.
- Demonstrated products and services offered by Apple to provide the consumer with a complete solution which boosted overall store customer service goals.
Experience as Senior Sales Executive
Toshiba Corporation
05 September 2017
07 November 2019
- Provide troubleshooting assistance for customer orders, account statuses and relevant problems.
- Provide data and guides to help the sales team.
- Develop and monitor performance indicators.
- Suggested a new Point of Sale (POS) system (Microsoft dynamics 365) instead of Oracle for generating sales leads, resulted in a 30% improvement in sales performance in the retail stores.
- Chosen to lead the sales team within 8 months of employment in a promotional campaign that resulted in increased sales of 37,000 AED per month.
- Trained and developed a team of five new field sales executives who achieved an average of 120% of their sales targets within their first 7 months.
- Manage sales tracking tools and report on important information.
- Keep a record of sales trends.
- Liaise with account managers to develop specific sales strategies.
- Stay up-to-date with new product and feature launches and ensure the sales team is on board.
- Review pending orders and specific customers requests to ensure excellent customer service and customer experience.
Suggest sales process improvements.
Experience as Airport Services Supervisor (Special Olympics World Games Abu Dhabi 2019)
Dubai Airport
06 January 2019
10 July 2019
- Achieved the highest percentage of on-time departure as an acting customer service agent.
- Managed and coordinated with over 3,240 special needs passengers with their bags from the front door to the terminal gate to onboard the aircraft, ready for an on-time take off.
- Assisted over 1000+ special need passengers, Sports official and sports ministers with 100% marks in time management and discipline.
- Accountable for a variety of tasks involving special needs passenger contact/support operational duties, presenting information, immigration issue resolution and check-in process.
Experience as Customer Service/ Sales Executive
Emaar Properties P.J.S.C.
14 May 2014
08 August 2017
- Exceeded Emaar sales goals by 92% owing to effective customer service acumen.
- Trained and developed 20 new customer service representatives in a fiscal year.
- Reduced customer complaints by 30% through escalated grievance resolution procedure.
- Successfully handled 100+ accounts simultaneously, without a single complaint from any account holder in 2 years.
- Explicitly responded 100+ customer calls per day.
- Resolved an average of 350 inquiries in any given week and consistently met performance benchmarks in all areas.
- Promoted as lead “go-to” person for potential clients and challenging calls as one of the company’s mentors and trainers of both new and established employees in the customer service field.
Experience as Passenger Service Agent
Emirates Airline
17 August 2017
12 December 2018
- Monitor airfield duties to make proactive changes to procedures if required.
- Alerted airport emergency crews when aircraft are having flight difficulties or any passenger casualty.
- Negotiate internally with departments such as flight operations, airport services, crew scheduling, EK flight catering.
- Participate in Safety self-assessments and audits. Participate in investigations and corrective actions.
- Promoted to lead after 12 months of employment for a special project (Special Olympics World Games Abu Dhabi) 2019 to a supervisory role in Dubai Airport for 6 months.
- Selected by the Airport Duty Manager to lead the team in airport operations based on knowledge of policies and procedures, meet and greet, complaint resolution, custom issues and how to operate airport equipment at the ticket counter and gate area.
Experience as Passenger Service Agent
Dnata Emirates Group
11 November 2019
16 March 2020
- Managed over 400 passengers on a daily basis and guide them with the ticketing and baggage check-in process.
- Implemented the (Queueing Optimization Approach) reducing check-in time at the seaport, which decreased traffic by indicating the passengers to use the self-check-in process prior to departure by 64%.
- Successfully trained in Airport/Airline ground operations, Computer reservations and departure control systems (DCS) function, check-in procedures for passengers and their baggage (Airport/Off-site), conditions of carriage, boarding procedures and flight close-out messaging, dangerous goods handling, Managing passenger interactions and Aviation security (ICAO).
- Provide quality service to EK and Codeshare passengers (Airport/Seaport) in respect to check-in, boarding, special services and baggage services as per company commercial and safety standards and procedures so that EK and codeshare passengers and their baggage are handed in a consistent and efficient manner.
- Implemented boarding/de-boarding processes to ensure a reduction in time by 15%.
- Proactively solved issues with flight activity on account of coordination and communication skills to ensure on-time departure with a success rate of 80%.
Experience as Sales Consultant
AYSA IMMIGRATION CONSULTANCY
10 December 2017
- Closed outbound sales worth over 40,000 AED and above on a monthly basis by employing telemarketing techniques.
- Managed over 20 clients as per as the daily schedule from CRM out of which minimum of 10 to 20 clients were convinced to sign up for the Canadian migration process by using dynamic sales skills verbally without using a script.
- Resolved and followed up with over 20 clients daily to keep them updated in real-time which enhanced the brand image, loyalty, client satisfaction and company revenue.
- Increased client base by 60% by being actively involved in marketing and sales promotions in social media.
- Trained and developed new sales consultants deployed in the company annually.
- Initiated digital marketing and trained three teams of sales personnel to handle online orders and transactions, thereby increasing the company’s profits by 42% and client-based by 60% internationally, especially from Kuwait, Saudia Arabia, Oman, Qatar and Bahrain.
Bachelor 08 May 2018
Emirates Aviation University Degree Name: Bachelors of Business Administration (BBA) Field Of Study: Aviation Management Grade: 3.45/4 GPA (2018) Various courses related to Airport/Airline management: Introduction to Civil Aviation Airlines operations Aviation law Air transport quality and safety Airport operation Air transport economics Emirates SkyCargo Foundation Dangerous goods handling Airline route and fleet planning Air transport management Special cargo and ramp handling Quick transfer baggage (QTB) handling Fundamentals of Load control (LC1) and advance Load control (LC2) Emirates Weight & Balance – Airbus & Boeing Foundation Of personal leadership Essential coaching skills Supervisory leadership skills Presentation skills