Muhammad Ammar Haider
Riyadh,Saudi Arabia
Summary
Operations management professional with expertise in safety compliance and efficiency optimization. Demonstrated success in team leadership, emergency response, and customer relations, with a focus on conflict resolution. Proficient in logistics support, platform management, and security protocol enforcement, emphasizing workplace safety and risk assessment. Aiming to utilize knowledge of railway codes and security equipment to enhance operational processes in the transportation sector.
Overview
9
9
years of professional experience
10095
10095
years of post-secondary education
1
1
Certification
Work history
Station Master/Assessor
Riyadh Metro
10.2023 - 09.2025
- Successfully led a team of Station Agents and Customer Service Agents to deliver world-class station services focused on safety and customer satisfaction.
- Ensured that station facilities were consistently maintained in safe and optimal working order, enhancing the overall passenger experience.
- Effectively communicated with internal and external stakeholders, providing timely and efficient information exchange.
- Implemented procedures for the efficient and safe evacuation of station premises during emergency situations, ensuring passenger safety.
- Monitored and maintained station operational status, guaranteeing the safety and comfort of passenger movement within the station premises.
- Conducted comprehensive checks to ensure staff readiness, crowd control, timely communication of essential messages to passengers, and smooth fare gate operations.
- Provided ticketing services, train information, and responsive assistance to passengers, including those with special needs, enhancing customer service and safety.
- Managed cash collection, reconciliation, and reported faults promptly, ensuring smooth financial operations and equipment functionality.
- Conducted incident/accident reporting and collaborated with relevant authorities, contributing to effective resolution and prevention of future occurrences.
- Maintained detailed records in the Station Logbook, documenting all issues and incidents for reference and analysis.
- Conducted performance reviews for Station Agents and Customer Service Agents, fostering professional development and optimizing team performance.
- Any others assignment given by the Manager within the area of expertise or as required.
- Assessing station Agents on their role and issuing COC.
- Prepare incident/accident reports and inform concerned authorities.
- Key Skills:
- A mature, proactive and responsible approach to work with initiative and problem-solving capability.
- Ability to liaise in a professional and persuasive manner with staff at all levels in the organization.
- Good communication skills and the ability to manage multiple tasks efficiently and work productively in a fast-paced, team-oriented environment.
- Good literacy and numeracy skills required for the role.
- Ability to understand complex systems and possess good IT skills.
- Strong organizational skills, detail oriented, and the ability to handle multiple priorities.
Station Assistant
Dubai Metro (Keolis MHI Rail management)
09.2021 - 10.2023
- Streamlined passenger transactions including ticketing, sales, and NOL card transactions at Dubai Metro Station, enhancing efficiency and customer satisfaction.
- Orchestrated logistics and bolstered platform operations to ensure seamless station activities, optimizing workflow and passenger experience.
- Enforced rigorous safety protocols through emergency drills and ensured strict adherence to safety procedures, safeguarding both passengers and staff.
- Skillfully handled customer inquiries, resolved complaints, and delivered timely public announcements, fostering positive passenger interactions and satisfaction.
- Maintained a pristine station environment and upheld quality service standards, enhancing the overall station ambiance and passenger experience.
- Fostered collaboration among team members to facilitate daily station activities smoothly, promoting teamwork and efficiency.
- Demonstrated unwavering commitment to upholding company policies, rules, and regulations, fostering a positive and compliant work environment while prioritizing customer satisfaction.
Customer Service Agent
Serco Dubai Metro
02.2020 - 09.2021
- Delivered exceptional customer service within Serco Dubai Metro's Passenger Service Department, ensuring passengers' needs were met with professionalism and care.
- Managed ticketing and sales transactions with precision and efficiency, guaranteeing accuracy and timely service delivery.
- Responded promptly to passenger inquiries and concerns, resolving issues promptly and with a customer-centric approach.
- Maintained high standards of professionalism whilst dealing with complex situations.
- Handled difficult situations calmly, delivered positive outcomes under pressure.
- Resolved technical issues to improve customer experience.
- Ensured smooth transactions with detailed record keeping.
Security supervisor
First Securtiy Group LLC (Dubai Metro Project)
Dubai, United Arab Emirates
02.2017 - 01.2020
- Led a team of security officers, promoting professionalism and dedication to duty.
- Conducted risk assessments to enhance workplace safety protocols.
- Tracked irregularities through foot patrols, boosting overall site safety.
- Managed access control to restrict entry to authorized personnel only.
- Oversaw evacuation procedures during emergencies, ensuring public safety.
- Trained staff on crisis management, enhancing emergency response readiness.
- Monitored CCTV systems and alarm systems to prevent unauthorized breaches.
- Developed detailed incident reports to support investigations and improve security measures.
- Worked in security control room to continuously monitor CCTV feeds.
- Patrolled property during open hours, observing activities and deterring vandalism or criminal activity.
Education
Nebosh International General Certificate - Occupational Health and Safety
Progressive Safety Institute & Consulting Pvt. Ltd.
PakistanInternational Award For Security Personnel - Security Management
City & Guilds
United Arab Emirates 04.2001 - 12.2016
Diploma - Computer Applications
Bright Eaglets Qurtuba College
Jhang, PunjabHealth and Physical Education - Faculty of Arts
BISE Faisalabad
FSc. - Pre-engineering
Punjab Group of Colleges
Jhang, PunjabMatriculation -
Fauji Foundation School
Jhang, PunjabSkills
- Operations management
- Safety compliance
- Team leadership
- Emergency response
- Customer assistance and relations
- Logistics support
- Platform management
- Complaint resolution
- Quality service delivery
- Workplace safety
- Daily log maintenance
- Timetable planning
- Conflict de-escalation techniques
- Knowledge of railway codes
- Security protocol enforcement
- Organisational efficiency
- Time management proficiency
- Disciplinary procedure administration
- Incident report preparation
- Access control systems knowledge
- Crowd control protocols
- Training staff members
- Entry point supervision
- Knowledge of security equipment
- Working in shifts efficiency
- Site patrolling
- First Aid certification
- CCTV monitoring
- Emergency response procedures
- Security awareness
- Roster management
- Security report generating
- Performance reviews
- Fire response
- Risk assessment proficiency
Training
- participated in a Training on Fire Safety Principles, organized by; Aosh Awarding Body United Kingdom, on 11th November 2023.
- participated in a Training on First Aid at Work, organized by; Aosh Awarding Body United Kingdom, on 04th November 2023.
- participated in Launch of Route 2020 of Dubai Metro, organized by; Dubai Metro and Tram, on 1st January 2021.
- participated in a Training for Security Personnel, organized by; Dubai Police Academy, on 28th December 2016.
Personal Profile
- Affiliation: Flow Riyadh Metro Operator, Saudi Arabia
- Phone: +966575121474
- Email: Ammarch786@yahoo.com
- LinkedIn: https://www.linkedin.com/in/muhammadammarhaider
- License: KSA Driving License
Languages
English
Native
Arabic
Elementary
Urdu
Native
Certification
- International Award For Security Personnel awarded by CITY & GULIDS at Dubai Police Academy.
- Level 2 Award in First Aid At Work awarded by Aosh Awarding Body United Kingdom.
- Level 2 Award in Fire Safety Principles awarded by Aosh Awarding Body United Kingdom.
- NEBOSH International General Certificate in Occupational Health and Safety.
- Information Manager Level 1 Awarded by Plannerly.
Timeline
Station Master/Assessor
Riyadh Metro
10.2023 - 09.2025
Station Assistant
Dubai Metro (Keolis MHI Rail management)
09.2021 - 10.2023
Customer Service Agent
Serco Dubai Metro
02.2020 - 09.2021
Security supervisor
First Securtiy Group LLC (Dubai Metro Project)
02.2017 - 01.2020
International Award For Security Personnel - Security Management
City & Guilds
04.2001 - 12.2016
Nebosh International General Certificate - Occupational Health and Safety
Progressive Safety Institute & Consulting Pvt. Ltd.
Diploma - Computer Applications
Bright Eaglets Qurtuba College
Health and Physical Education - Faculty of Arts
BISE Faisalabad
FSc. - Pre-engineering
Punjab Group of Colleges
Matriculation -
Fauji Foundation School