Summary
Overview
Work history
Education
Skills
Languages
Personal Information
Certification
Timeline
Generic

Abdulaziz Alghamdi

Jeddah,Saudi Arabia

Summary

an experienced negotiator, a strategic thinker with strong problem-solving abilities, and an excellent communicator who can balance customer satisfaction with business objectives. The combination of these hard and soft skills allows me to not only maintain client relationships but also drive business growth and long-term success.

Overview

13
13
years of professional experience
5
5
years of post-secondary education
1
1
Certification

Work history

Passenger Service Supervisor (Baggage Services and Arrival)

Saudi Ground Services Company
12.2019 - 11.2024
  • Supervise, guide team in order to provide safe and efficient services
  • Identifying and resolving workplace problems
  • Helping the team understand performance targets and goals
  • Ensure safety and quality performance of their area of responsibility
  • Providing real-time feedback on worker performance
  • Scheduling work hours and shifts
  • Monitor and control staff leave and absence
  • Providing reports and activity updates to the manager
  • Maintained high standards of customer service by delivering a professional, courteous approach to all passengers.
  • Ensured prompt resolution of customer complaints for improved passenger satisfaction.
  • Enhanced team efficiency by coordinating shift schedules and task allocation.
  • Promoted safe work environment by adhering to strict security and safety regulations.
  • Boosted operational efficiency with proactive problem-solving skills.
  • Conducted regular staff training sessions for enhanced performance levels.
  • Achieved seamless communication between team members, improving overall productivity.
  • Implemented quality control measures to ensure excellent service delivery.
  • Liaised effectively with airline representatives for timely flight information updates to passengers.
  • Handled emergency situations calmly, ensuring passenger safety at all times.
  • Performed necessary administrative duties diligently, contributing towards an organised work environment.
  • Monitored passenger service operations closely, identifying areas for improvement promptly.
  • Managed team member schedules and work assignments.

Passenger Service Agent

Saudi Ground Services Company
07.2011 - 12.2019
  • Developed and implemented customer service strategies that improved customer experience and loyalty
  • Collaborated with other departments to ensure customer issues are resolved in a timely manner
  • Researched and identified innovative solutions to improve customer service processes
  • Monitored customer feedback and provided management with insights on customer sentiment
  • Developed and implemented procedures for handling customer complaints and resolving disputes
  • Handled disruption cases such as denied boarding situations or flight cancellations calmly.
  • Enhanced customer satisfaction by providing information regarding flight schedules and fares.
  • Accelerated check-in process by verifying passenger documents promptly.
  • Checked-in luggage and confirmed carry-on items met security requirements.
  • Provided warm and friendly welcome to customers upon arrival at airport.
  • Stayed updated on changes to travel regulations and required documentation.
  • Spoke clearly to communicate easily with non-native speakers.
  • Monitored security and maintained operational protocols.

Education

Bachelor of Business Administration - E-Commerce

Saudi Electronic University
Saudi Arabia
09.2013 - 05.2018

Skills

  • Relationship Management
  • Strong Interpersonal Skills: The ability to build and maintain strong, long-term relationships with key clients is critical This involves active listening, empathy, and understanding client needs
  • Client Retention & Loyalty: A deep understanding of how to keep high-value clients satisfied and engaged over time, often through personalized service and problem-solving
  • Negotiation Skills
  • Contract Negotiations: Ability to negotiate terms, pricing, and agreements effectively to ensure mutually beneficial deals
  • Conflict Resolution: Handling disputes or concerns with clients swiftly and diplomatically, ensuring that the relationship remains strong and productive
  • Sales & Business Development
  • Strategic Sales Thinking: Understanding client business models and identifying upsell and cross-sell opportunities Knowing when to introduce new products or services that align with the client’s needs
  • Revenue Growth: Ability to generate new business from existing clients through value-added solutions, and maintaining strong sales pipeline management
  • Market & Industry Knowledge
  • Understanding of Market Trends: Awareness of industry trends, competitors, and the broader market that might impact key accounts This helps in providing strategic insights and relevant solutions to clients
  • Product Expertise: In-depth knowledge of your company’s products or services, enabling you to effectively tailor solutions to meet clients' specific needs
  • Data Analysis & Reporting
  • Client Analytics: Proficiency in using CRM tools and data analytics to track account performance, customer behavior, and identify growth opportunities
  • KPIs & Metrics Management: Setting and tracking key performance indicators (KPIs) for each account, including sales targets, client satisfaction scores, and retention rates
  • Project Management
  • Organizational Skills: Managing multiple accounts, each with unique needs, requires excellent organizational and time management skills to ensure timely deliverables
  • Cross-functional Collaboration: Ability to collaborate with other departments (eg, sales, marketing, product teams) to ensure client requirements are met and expectations are exceeded
  • Problem-Solving & Critical Thinking
  • Creative Problem-Solving: Ability to proactively identify issues and provide innovative solutions to meet client needs or overcome obstacles
  • Decision-Making: Strong judgment skills to prioritize tasks and make decisions that align with both the client’s and the company’s objectives
  • Communication Skills
  • Effective Communication: Ability to clearly articulate ideas, proposals, and solutions to clients at all levels of an organization
  • Presentation Skills: Comfortably presenting products, solutions, or business reviews to clients and stakeholders, often at senior levels
  • Leadership & Mentoring
  • Team Leadership: While a Senior Key Account Officer may work independently, the ability to guide and mentor junior team members, providing insight on handling clients and managing accounts, is an essential skill
  • Cross-team Leadership: Collaborating with other senior stakeholders to influence decisions and drive the strategy for key accounts
  • Adaptability & Resilience
  • Flexibility: Being able to adjust to changing market conditions, client needs, or company objectives while maintaining a high level of service
  • Resilience Under Pressure: Handling high-pressure situations, tight deadlines, and managing demanding clients with professionalism and composure

Languages

ENGLISH
Intermediate
ARABIC
Native

Personal Information

Title: Supervisor

Certification

Hospitality and Recreation Marketing Operations from Glion Institute of Higher Education - Dec 2022

Timeline

Passenger Service Supervisor (Baggage Services and Arrival)

Saudi Ground Services Company
12.2019 - 11.2024

Bachelor of Business Administration - E-Commerce

Saudi Electronic University
09.2013 - 05.2018

Passenger Service Agent

Saudi Ground Services Company
07.2011 - 12.2019

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Abdulaziz Alghamdi