Muhammad Thahir Muhammad Ibrahim
Jeddah
Summary
A passionate professional with 18 years of experience in the Aviation industry, proficient Customer & Operation handling skills. To contribute my best efforts towards the organization, Excel and meet the Organization's standards, creating scope for self-development and career growth.
Seeking a challenging position in your team in Ground Operation, to share my rich experience and invest my skills, abilities, and capabilities in delivering OTP, rendering exemplary Customer Service and optimizing your company profitability.
Overview
18
18
years of professional experience
1
1
Certification
Work History
AIRPORT DUTY OFFICER
Gulf Air
King Abdulaziz International Airport - Jeddah
06.2018 - 06.2022
- Oversee all customers' handling areas Viz. Check-in, Departure Gate, Transit & Arrival. Ensure all functions are accurately and
promptly be carried out by company staff as well as Handling Agent Staff to the highest degree of standard - Assign pre-flight du es to all staff and conduct de-briefing to discuss the discrepancies.
- Direct Check-in staff in handling passengers for any irregularities, invalid documents.
- Direct Check-in staff in dealing excess baggage charges. Make decisions regarding charging and waiving of charges.
- In case of Denied Boarding, guide check-in staff and deal passengers. Ensure updating SSCI for downgrading or offloading customers.
- Establish and maintain good working relationships with customs, immigration, security, police, medical, cargo, ground transport, catering, duty free, courier companies, tour operators and other airline staff.
- Ensure that Company Policy and local policies for handling delayed services are followed and that delayed passengers are given all assistance during such delays
- Ensure that the handling agents output is according to company
standards and in accordance with the agreed contract. - Ensure strict adherence of company safety and security standards.
- Ensure Company Regulations are, followed with regard to Lost / Found / Damaged baggage and that the time factor in this connection is not exceeded.
- Ensure that staff on shift, wear company uniform to the required standard.
- Ensure that adequate stock level of all stationery and supervises distribution thereof
- Ensure quality service to V.I. Ps, unaccompanied children etc. in areas of arrival, departure and during transits. Coordinate with Lounge staff.
- Communicate with Duty Manager / Airport Manager to upgrade A/C equipment if necessary in terms of over sales etc.
- Liaise with Airport Support Unit/WWCC for VCRs updates in case of misconnection involving rerouting.
- Monitor catering figures and update catering unit well ahead to prevent wastage.
- Carry out any other tasks or duties as assigned by airport manager
Customer Service Supervisor
Gulf Air
King Fahd International Airport - Dammam
06.2013 - 06.2018
- Administer passenger services related activities to obtain maximum safety, punctuality and efficient handling of all passengers.
- Assure effective delegation of tasks and responsibilities to subordinates.
- Control proper implementation of standards and procedures according to approved policies and handling contracts with the service partners.
- Prepare daily Flight Movement activity report to the Airport Manager.
- Maintain close relation with civil aviation authority and official airport services to facilitate smooth passenger handling and improve the company's image.
- Assure that company's rules and regulations, are understood and strictly adhered at all times
- Investigate and responds to quires, complaints and claims submitted by customers and business partners
- Assure station readiness for emergency cases
- Coordinates with the ramp Coordinator to ensure that all ramps and office equipment are available and up to the operating standards
- Maintain up-to-date passenger handling policies and procedures manuals according to the Gulf Air /international airline industry standards
- Supervise and control flight-handling activities such as flight editing, check-in, transfers, boarding etc., to ensure an optimum standard of guest service, ensuring that all ground services business is delivered in accordance with the Gulf Air values
- Ensure that opportunities to optimize excess baggage revenues are identified and delivered
- Ensure the Performance Management of junior team members is carried out in accordance with the Gulf Air values
- Responsible for the delivery of delay, disruption and diversion plans
- Handling Mishandled baggage (Processing reports, claim settlements, etc.)
Customer Service Agent
Gulf Air
King Fahd International Airport - Dammam
04.2010 - 06.2013
- Briefing the Local Agencies about the flight to ensure Smooth Functioning of Operations to maintain the on-time departure with utmost Customer Service.
- Baggage handling Coordinator (Lost and Found).
- Supervising & handling a flight with all manual check-in due to nature cause.
- Managing flight Disruptions, Delays, DNB and action it accordingly with adhering to company policies and also performing as Turnaround Coordinator for the flight.
- Monitoring Arrivals is one of the area looks very closely to ensure our passengers are met with the final service for the particular flight, which ensures the result in excellence satisfaction of the customers
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Close monitoring in Ramp activities, FOD, Aircraft Cabin Cleaning, BMA, BBA, Load control department and Flight operations for departure flight plan.
- Reporting to captain in advance about any special load onboard e.g. STCR kit, Oxygen cylinders, SOC and any goods transported by air under DGR.
- Monitoring cargo movement and advice if any Mishandled cargo to all concern agencies.
- Conducting Training session to Ground Handling Staffs.
- Performing Administrative work, Liaison with Head Quarters and Preparing Reports as required.
- Carrying out Check-in counters, boarding gate, Security Hold Area, Load control, Ramp duties, arrival duties and Handling special passengers
- Managing MHB section, Raising PIR/ DPR / OHD, forward BCQ to passenger and claim settlement and give regular follow-up until the file is closed
- Quick document checks with zero error and profiling passengers with smile.
GSE Technical Administrator
United Aircraft Services Company
King Fahd International Airport - Dammam
06.2007 - 04.2010
- Maintaining safety documents.
- . Following up the stickers instructions
- Arranging Settlements of airport authority's fees related to the GSE.
- Following up the spare parts requirements and MRF with the Inventory Controller.
- Ensuring that Safety within the controlled areas is not compromised.
- Reporting any operational problems to GSE Manager.
- Following up on spare parts and shop consumables availability.
- Ensuring the work/function of each 24 hours are recorded and kept for future uses
- Reviewing area performance of control and evaluate possible improvements
- Checking stock level of material and spare parts
- Checking maintenance schedule for compliance
- Preparing and Work shift schedule
- Liaising with the clients' airlines for performance satisfaction when required
SAP Production Planner
Aramco Aviation Department
Aramco Aviation Department - Dammam
06.2004 - 06.2007
- Validating of positive master data, Aircraft Structure and Availability of stock for planned work.
- Verification of defective part's serial, part numbers physically against the system.
- Printing pick-list and receive new part from material.
- Providing filled-up forms with verified information to the lead mechanic
- Ensuring consistency of information between SAP & Non-routine
- Carrying out the time confirmation and make sure refurbishment order is created
- Issuing Print out SAP generated non-routine with order number to quality control
- Verifying TECOED order and then give the non-routine with QC signature to fleet planner
- Ensuring that concerned Aircraft is back to service
- Updating Time confirmation
- Excelling / Adding corrective action for notification.
- Completing notification
- Changing unplanned work orders
- Verifying dismantled / installed equipment serial & part number
- Assisting the lead mechanic & hanger Forman with daily workload coordinating.
- Providing support to the planning unit for work package development
- Time keeping for employees
- Preparing weekly planning schedule
- Tracking Data entries & SAP entries for employees
- Filing and other official related job
Education
Bachelor of Commerce - Commerce
University of Colombo
Colombo, Sri Lanka12.2001
Higher National Diploma in Accountancy - Accounting And Business Management
SriLanka Institute of Advanced Technical Education
Sammanthurai, Sri Lanka12.2001
National Certificate in English - English
SriLanka Institute of Advanced Technical Education
Sammanthurai, Sri Lanka02.1998
High School - General Subject
Al Ashraq MMV National School
Nintavur, Sri Lanka12.1997
Skills
- Communication skills: I have Strong verbal and written communication skills necessarily for interacting with staff, passengers, government agencies, and other stakeholders This involves presenting information clearly, listening actively, and responding appropriately to inquiries and concerns
- Customer service skills: I work directly with passengers, handling complaints, providing assistance, and ensuring a positive experience This requires patience, empathy, and the ability to address issues promptly and effectively
- Leadership and management skills: I take my own responsibility for supervising a team, which includes training, coaching, and providing feedback Being able to motivate and guide staff members is essential for maintaining a high level of performance and efficiency
- Problem-solving abilities: Airport operations can be complex and unexpected issues may arise You must have the ability to analyze situations, identify potential solutions, and make informed decisions under pressure
- Organizational skills: Manage multiple tasks and responsibilities simultaneously This requires excellent time management, prioritization, and attention to detail
- Technical aptitude: Familiarity with airport systems and equipment, such as computerized check-in and boarding systems (Sabre SSCI), baggage handling (World Tracer) and Load Control System (LM) Excellent knowledge in using various office software programs and communication tools
- Knowledge of aviation regulations: Having rich knowledge, various experience and adhere to local, national, and international aviation regulations and safety standards This includes staying updated on any changes in policies or procedures at times
- Ability to work under pressure: Airports can be fast-paced, high-pressure environments Being able to maintain composure and effectiveness in stressful situations is an essential skill for my role
- Flexibility: As per airport operations, I often require working irregular hours, including nights, weekends, and holidays Being adaptable and able to adjust my schedule as needed is important
- Language skills: I am proficiency able in multiple languages can be a significant advantage in an airport setting, as it allows for more effective communication with passengers and staff from diverse backgrounds
Academic Courses
- Computer System Engineering & Network Administration, London Institute of further Education, Sri Lanka.
July 2001 - July 2003 - Diploma in Computer System Designing & Programming, The Vocational Training Center, Ministry of Tertiary Education & Training in Sri Lanka.
April 1998 - April 1999 - Diploma in Computer System Engineering, MYOWN Computer System (PVT) Ltd, Sri Lanka.
December 1999 - November 2000 - Diploma in Computer Hardware Engineering, PCC, Sri Lanka.
March 2001 - September 2001 - Certicate in Graphic Design Course, IDM Computer Studies Ltd, Sri Lanka.
March 2001 - April 2002 - Diploma in Network administration, Turnkey Computer System in Sri Lanka.
May 2002 - June 2003 - Visual Basic 6 Development, IDM Computer Studies in Sri Lanka.
January 2002 - February 2003
Accomplishments
- In 2013, I was recognized for your exceptional performance with a certificate of appreciation.
- I had the thrilling opportunity in April 2015 to managing the start of airport operations for Gulf Air at Prince Naif bin Abdulaziz International Airport in Al Qassim, KSA. I successfully achieved on-time performance without any errors, which was highly valued by Gulf Air's management. During my nearly year-long tenure, my main focus was to guarantee seamless operations until the GSA team took charge.
- A certificate of appreciation has been awarded for going above and beyond in organizing and participating in the Bahrain National Day festivities in 2017 with professionalism.
Certification
Corporate Customer Service Course - Jun 2011
ACSI Check-in System - Oct 2011
DG Awareness - Mar 2013
AVSEC - May 2014
Basic Safety Management System Course - Dec 2015
Turnaround Coordinator Course - Mar 2016
Human Factors Training - Nov 2016
Airport Security Awareness - Jan 2018
DGA CAT9 CQ 2019 - Jan 2019
Airport Security Awareness - Feb 2020
HFT Passenger Handling Staff - Feb 2020
Fatigue Management - Feb 2020
Human Factors Training - Dec 2020
Dangerous Goods Awareness Cat 9 - Dec 2020
Basic Safety Management System Recurrent Training - Dec 2020
AVSEC, HFT and RCCR - Mar 2021
Ground Staff Training-AVSEC, HFT and RCCR - Mar 2021
Human Factors Training - Jun 2021
Hobbies
- Listening to news channels and reading magazines
- Internet surfing
- Meeting new people and making friends
- Playing chess
- Cricket
- Badminton
- Traveling and visiting tourist spot
Languages
Tamil, Sinhala
Native language
English
Proficient
C2
Arabic
Intermediate
B1
Malayalam
Intermediate
B1
Hindi
Intermediate
B1
Additional Information
As a professional, I possess persuasive abilities while maintaining a polite but firm demeanor when taking charge. Additionally, I have a great sense of humor that enhances the overall pleasant work environment. I am confident that my expertise, skills, knowledge, and experience will be valuable assets to our esteemed organization and lead to successful results. Some of my primary skills are,
- I utilize my strong multitasking abilities and coordination skills to effectively handle all my responsibilities and guarantee that our clients receive exceptional customer service to all customer, regardless of their level.
- Having a positive attitude and working efficiently and intelligently to complete tasks on time.
- Proficient in troubleshooting issues while respecting both internal and external clients..
- I possess is my strong work ethic, coupled with my ability to quickly absorb and apply new knowledge
- Self-assured and accomplished in completing assigned tasks.
- Highly adaptable to managing multiple tasks concurrently while responding quickly to changing situations.
- Motivational and committed to sharing knowledge with colleagues.
- Strong interpersonal, communication, and coordination abilities.
- Skilled in teamwork, attentive listening, and being proactive under challenging circumstances.
Affiliations
- Load Control Competency License for Gulf Air - A320F - 115158 December 2023
- Load Control Competency License for Gulf Air - B787 - 115163 December 2023
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
AIRPORT DUTY OFFICER
Gulf Air
06.2018 - 06.2022
Customer Service Supervisor
Gulf Air
06.2013 - 06.2018
Customer Service Agent
Gulf Air
04.2010 - 06.2013
GSE Technical Administrator
United Aircraft Services Company
06.2007 - 04.2010
SAP Production Planner
Aramco Aviation Department
06.2004 - 06.2007
Bachelor of Commerce - Commerce
University of Colombo
Higher National Diploma in Accountancy - Accounting And Business Management
SriLanka Institute of Advanced Technical Education
National Certificate in English - English
SriLanka Institute of Advanced Technical Education
High School - General Subject
Al Ashraq MMV National School
Corporate Customer Service Course - Jun 2011
ACSI Check-in System - Oct 2011
DG Awareness - Mar 2013
AVSEC - May 2014
Basic Safety Management System Course - Dec 2015
Turnaround Coordinator Course - Mar 2016
Human Factors Training - Nov 2016
Airport Security Awareness - Jan 2018
DGA CAT9 CQ 2019 - Jan 2019
Airport Security Awareness - Feb 2020
HFT Passenger Handling Staff - Feb 2020
Fatigue Management - Feb 2020
Human Factors Training - Dec 2020
Dangerous Goods Awareness Cat 9 - Dec 2020
Basic Safety Management System Recurrent Training - Dec 2020
AVSEC, HFT and RCCR - Mar 2021
Ground Staff Training-AVSEC, HFT and RCCR - Mar 2021
Human Factors Training - Jun 2021
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