ASSAN JALLOW

Mobile: +971-**-***-**** E-Mail: acgtew@r.postjobfree.com

Address: P O Box 686, Dubai - UAE

Aspiring for career enhancing and challenging positions in Customer Care and Operations

CAREER OVERVIEW

* Results-driven and entrepreneurial-minded professional with high-caliber customer service handling skills, building, growing and improving operations, performance and value of airlines.

* Ability in serving the customers skillfully and in an overwhelming manner with a keen eye on customer satisfaction and quality control.

* Successfully understand customer service processes for complexity, deviations & failure through customer interactions and research techniques and in turn.

* Specialized expertise in the aviation industry with hands on experience in airport and airline reservation system and airport departure control system

* Excellent leadership, negotiation, oral/written communication, interpersonal, intuitive, and analysis skills; thrives in both independent and collaborative work environments.

* Excels in building team, coaching & mentoring, handling performance improvements and undertaking Business & Feedback Review.

DOMAIN SKILLS OVERVIEW

ORGANISATIONAL SCAN

Aug 2010 onwards ~ Emirates Airlines, Dubai, UAE as Sr. Customer Sales and Service Consultant

April 2008 – July 2010 ~ Air Arabia Airlines Sharjah, UAE as Airport Service Lead Agent / Airport Operation

December 2006 to January 2008 ~ Senegambia Beach Hotel, Senegambia Beach Hotel as Personal Assistant

DOMIAN SKILLS

* Focus on accomplishment of business targets & enhancing customer satisfaction through prompt resolution of issues/ qualitative service delivery

* Maintain updated knowledge of organized customer management best practices & customer relationship management

* Coordinate activities related to customer life cycle management. Ensure compliance to quality parameters including document, system management & regulatory parameters.

* Implement various process improvement initiatives & streamline operations to optimize customer service operations

* Build & maintain productive business relationship with high end customers through the entire customer lifecycle for accomplishment of retention targets;

* Evaluate customer requirements and recommend proposals by undertaking detailed fundamental analysis. Assist customers and provide services to them so as to fulfil their complete requirements

* Co-ordinate with the various teams to ensure all requirements for customers are fulfilled on priority. Develop overall strategies for clients in line with the expected market conditions.

* Supervised check-in counter, passenger’s luggage, issued boarding pass, seat selection and ensured airline regulations regarding seizes/weights are completed.

* Coordinated the boarding of passengers to the airplane and monitored hand luggage’s and Kept records of left behind baggage’s, miss-connections, deportees, inadmissible passengers

* Made accurate airline quotation according to airline tariff structure for the routing, class of service and application of loyalty program discounts when applicable.

* Leading, mentoring & monitoring the performance of the team to ensure efficiency in operation. Identifying training needs across levels through mapping of skills required for different roles.

Achievements & Milestones:

* Achieved “Emirates Group Najm Award” in 2011 in recognition of doing a great job in supporting the migration of the Emirates Airlines Contact Centre in Dubai to Tawasul in 2011.

* Successfully achieved mentoring and coaching award from Emirates Airlines Global Contact Centre Management in integration of Russian, French, Spanish speaker into Emirates Reservation and ticketing team in 2013.

* Achieved award recognition for obtaining highest score in revenue for the month and 100% customer satisfaction, application of the Emirates group 4 pillars of quality.

* Achieved top team award best performer for the month in 2014.

* Successfully achieved award for been a member of Emirates Airlines Emergency Response unit in 2013.

EDUCATION

Jan 2011 – Sept 2013 Master Degree in Business Administration (Aviation Management 2 years)

Emirates Aviation College /Coventry University, UK

Jan 2003 – Dec 2006 Graduate Degree in Management Studies (3 years)

Institute of Commercial Management, Banjul the Gambia

TRAINING & CERTIFICATIONS

* Customer Service Management, Complaint Handling & Resolution and Retail Operations Management from Emirates Aviation College in March 2013

* Airport Customer Service and Flight Handling procedures from Skyline University College Sharjah in June 2008

* Emirates Airlines Computerized Reservation System and frequent flyer program at Emirates Aviation College in August 2010

* Sharjah Aviation Service and Air Arabia Airline for SDCS (Sita Departure Control System) at Sharjah Aviation Service Training Centre in April 2008

* Emirates Airlines Advance Fares and Ticketing Course at Emirates aviation college in February 2009

* Air Arabia ground safety and passenger security procedures Sharjah Aviation Service Training Centre September 2008

* Sharjah Aviation Service dangerous goods and handling procedures Sharjah Aviation Service Training Centre in December 2009

* Emirates airlines business development training at the Emirates Aviation College in May 2012

* Emirates airlines Emergency response unit training at the Emirates Aviation college in January 2013

IT SKILLS

* Proficient in Windows, MS Office (Word, PowerPoint, Access, Outlook, Excel) and Internet

RESEARCH ENGAGEMENTS

* Airport and Airline Operation Integration Management for Dubai Airport Terminal 3 and Emirates Airline (Dissertation for Master Degree)

MEMBERSHIPS

* Member of Emirates Airline Skywards Migration Team from Al Ramool to Dubai Outsource Zone

PERSONAL DOSSIER

Date of Birth: 8th September 1982

Linguistic Ability: English

Nationality: Gambian

Driving License Details: Valid UAE Residence

Visa: UAE Residence

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