Summary
Overview
Work History
Education
Skills
References
Additional Information
Certification
Work Availability
Quote
Timeline
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Zeeshan Raza

Zeeshan Raza

Riyadh

Summary

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Customer Service Duty Manager

British Airways
Dammam/Riyadh
01.2020 - Current
  • I did a station startup for Dammam and secured the position for Customer Service Duty Manager.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Plan, organize, direct, control and evaluate the flight operation
  • Ensure compliance with airline procedures
  • Oversight the BA operation on station
  • Control and manage station budget and seek opportunities to reduce the cost
  • Set-off the handling cost with ancillary sales on station
  • Built a strong relationship with suppliers and authorities.
  • Rolled out operational improvements and solutions to deliver top-notch customer service.
  • Conducted research and reviewed findings to solve customer issues.
  • Conducted training and offered staff development opportunities to decrease process lags.

Start-Up Manager

British Airways
Lahore
09.2020 - 12.2021
  • Based on my experience at Dammam, I was offered a secondment role of Airport Manager at Lahore.
  • Lahore operation started in the record time of 4 weeks from date of announcement with only remote support from center
  • With GHA selection only 08 days before start-up, I successfully managed mandatory training deliveries and completed all pre-start audits and checklists
  • Developed and implemented safety improvements to cultivate safe and productive work environment for all personnel.
  • Plan, organize, direct, control and evaluate the flight operation
  • Built a strong relationship with suppliers and authorities
  • Ensure compliance with airline procedures to safety & security
  • Oversight all areas of operation including land and airside
  • Control and manage station budget and seek opportunities to reduce the cost
  • Monitor station performance and generate reports for senior management
  • Deliver the key trainings to staff
  • Set-off the handling cost with ancillary sales on station.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Mitigated business risks by working closely with staff members and assessing performance.

Customer Service Executive

British Airways
Riyadh/Jeddah
04.2009 - 12.2019
  • During startup phase at Riyadh, had meetings with authorities to gather information for Business continuity plans and Emergency procedures
  • During my stay at Riyadh, I have performed my duties as Customer service executive that includes TRC function
  • Accepted the challenge to join Jeddah station as Customer Service Executive
  • Plan, organize, direct, control and evaluate the flight operation during manager leave
  • Supporting CSDM in all activities including conducting/participating in Monthly Supplier meetings
  • Supporting CSDM in overflying and schedule clearances
  • Supporting CSDM in AOSP and FAOC approvals
  • SEP Deputy and run/participate in annual exercise
  • Ensure compliance with airline procedures
  • Keeping a close eye on punctuality of station
  • Training of ground service provider and British Airways team members
  • Developing and delivering the required trainings to GSP
  • Giving suggestions and ensuring the implementation to improve customer voice results
  • Improving the Airport upgrade and excess baggage collection figures.

Turnaround Coordinator, Customer Services Supervisor

British Airways Customer Services
Islamabad
09.2007 - 12.2008
  • I was promoted to Customer Services Supervisor/Turn around coordinator
  • Being a CSS/TRC my job role was changed from reservation agent to a senior level of supervising the check-in and managing the turnaround
  • Maintained quality standards and monitored work for corrective action.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Addressed customer inquiries to increase customer satisfaction ratings.
  • Managing precise working times to achieve on time departures
  • Preparation and execution of daily plans based on situation
  • Assessed team member performances by delivering one-on-one coaching to promote better service.
  • Evaluated and authenticated returns, exchanges and voids.

Tele -Retail Sales Agent

British Airways ISB
Islamabad
02.2006 - 10.2006
  • Developed good relationship with travel agents and BA GSA’s by keeping them informed of new products and services
  • Agent assistance is very important
  • It is beneficial for airline as well as the travel agent
  • Introduced new way of doing flight firming to reduce number of no shows on a flight, which helped us to increase sales
  • Reservation and Ticketing
  • Flight Firming
  • Assisting GSA in resolving system related issues.
  • Followed company policies, rules and procedures to promote company goals and maintain safety.
  • Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.

Reservation and Ticketing Agent

Malaysia Airlines ISB
Islamabad
03.2005 - 02.2006
  • Developed and maintained healthy and mutually beneficial relationship with the travel agents and corporate customers by communication to identify and understand their changing needs
  • Reservation, Ticketing Tariff
  • Assisted customers with ticket purchases, trip planning, pricing and scheduling.
  • Worked diligently to resolve booking, fare and regulations issues alongside passengers and travel agents.
  • Dealing with Travel Agents
  • Sending and receiving PTA’s
  • Monitoring fortnight sale reports.

Counter Assistant

Travel Air International ISB, Travel Air International, IATA
Islamabad
03.2004 - 03.2005
  • Reservation and Ticketing (Domestic and International)
  • Dealing with Direct sales
  • Assisting counter Supervisor in Group Handling
  • Handling and keeping Corporate Clients with excellent customer service.

Education

Masters in Business Studies - Business

Virtual University of Pakistan
Pakistan
03.2015

Bachelor of Arts - arts

Punjab University
Pakistan
03.2008

ICS – Intermediate - Computer Sciences

Rawalpindi College of Commerce
Pakistan
03.2003

Skills

  • Deadline-oriented
  • Product Knowledge
  • Training and coaching
  • Budgeting and finance
  • Talent development
  • Quality assurance controls
  • Conflict resolution techniques
  • Project management
  • Focused on customer satisfaction
  • Skilled multi-tasker
  • Superior computer skills
  • Cross-functional collaboration
  • Excellent decision making and critical thinking
  • Strong analytical skill
  • Strong organizational ability
  • Complete work knowledge of above/below wing operation
  • Positive, initiative-taking and flexible
  • Team Leader, Team manager and influencer
  • Able to work in challenging environment
  • Self-motivative
  • A collaborator with the ability to motivate a team
  • Strong Communication skills
  • Desire for learning and self-development

Enthusiastic, willing to take new challenges

  • Positive, initiative-taking and flexible
  • Team Leader, Team manager and influencer
  • Able to work in challenging environment
  • Self-motivative
  • A collaborator with the ability to motivate a team
  • Strong Communication skills
  • Desire for learning and self-development

Enthusiastic, willing to take new challenges

  • Customer service standards
  • Customer service management
  • Personalized customer service
  • Customer service optimization
  • Customer service awareness

References

References Available on Request

Additional Information

  • Awards , TCS 1 and TCS 2 Jeddah (2011) Premier Awards 2008 – Safe and Secure Team Award Quality Count 2008 – Most Improved Station (Bronze)

Certification

  • Essentials of Training Delivery , British Airways - 2013

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

You only have to do a few things right in your life so long as you don’t do too many things wrong.
Warren Buffett

Timeline

Start-Up Manager

British Airways
09.2020 - 12.2021

Customer Service Duty Manager

British Airways
01.2020 - Current

Customer Service Executive

British Airways
04.2009 - 12.2019

Turnaround Coordinator, Customer Services Supervisor

British Airways Customer Services
09.2007 - 12.2008

Tele -Retail Sales Agent

British Airways ISB
02.2006 - 10.2006

Reservation and Ticketing Agent

Malaysia Airlines ISB
03.2005 - 02.2006

Counter Assistant

Travel Air International ISB, Travel Air International, IATA
03.2004 - 03.2005

Masters in Business Studies - Business

Virtual University of Pakistan

Bachelor of Arts - arts

Punjab University

ICS – Intermediate - Computer Sciences

Rawalpindi College of Commerce

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Zeeshan Raza