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Customer Service Quality Assurance

Location:
Henderson, NV
Posted:
February 05, 2014

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Resume:

Faramarz Khalaji Namkheir

****, * ******* ******, ****** Creek community, Apt 1074, Las Vegas, NV, USA

Tel: +1-702-***-****, Email: acciwz@r.postjobfree.com

An outstanding and progressive Avionic Engineering professional looking for challenges to play an

effective role in a fast paced environment with a strong determination to add key value to the aviation

industry. Been in Dubai, United Arab Emirates for the last (7) years with safety and security

clearances.

Profile

• Pro-active and result oriented professional with in depth experience quality assurance, Sales,

Customer care and logistics, auditing and internal quality management in the aviation

department.

• An analytical and detail oriented Quality Assurance professional who can think Outside-The-

Quality Assurance Box with excellent ability to see the Big Picture.

• Extensive experience of working in a multiple business-units based dynamic environment

backed by excellent written and verbal communication skills.

• Proven ability to work independently and with team/cross-functional environment with solid

ability to manage staff and build excellent relationships inside and outside the organization.

Career History

Customer Care & Logistics Manager (Sep. 2010 –to date)

MSI Aircraft Maintenance Services International, Dubai, UAE

A German Based company that repairs/ supplies aircraft parts for airlines in GCC and Asia e.g.

Emirates Airlines, ADAT, Qatar Airways, Indian and Turkish Airlines…

Duties and Responsibilities

• Providing help and advice to customers using the organ company products or services;

• Communicating courteously with customers by telephone, email, letter and face to face;

• Investigating and solving customers' problems and Sales/Repairs Orders, which may be

complex or long-standing problems that have been passed on by customer service assistants;

• Handling customer complaints or any major incidents, such as a security issue or a customer

being taken ill;

• Managing Sales personnel activity and follow up the Sales Orders with customer or vendor.

• Keeping accurate records of discussions or correspondence with customers;

• Analyzing statistics or other data to determine the level of customer service and sales the

company is providing;

• Producing written information for customers, often involving use of computer

packages/software;

• Writing reports analyzing the sales & customer service that the company provides;

• Visiting customers to provide a one-to-one service;

• Developing feedback or complaints procedures for customers to use;

• Developing sales/Repairs and customer service procedures, policies and standards for the

company or department;

• Meeting with other managers to discuss possible improvements to sales and/or customer

service;

• Being involved in staff recruitment and appraisals;

• Training staff to deliver a high standard of customer service and sales;

• Leading or supervising a team of customer service and sale staff ;

• Learning about your company products or services and keeping up to date with changes;

• Logistics supervision assuring best delivery services and solving all problems regarding

parts/Certificate with QC department and suppliers

Quality Assurance Manager

IMP Mideast, Jebel Ali Free Zone, Dubai, UAE (April 2008 - Sept. 2010)

A German based company that supplies aircraft parts and components to all airlines in GCC

and Asia e.g. Emirates, Bahrain,Qatar,Jordan, Sri lanka, Turkey, India…

Duties and Responsibilities

• Promoting Quality achievement and performance improvement across the organization.

• Assessing suppliers’ product specifications and customer requirement.

• Ensuring compliance with national and international standard and legislation.

• Review and approve of in-house process standards from a quality perspective.

• Defining procedures in conjunction with Quality Assurance Department.

• Setting up and maintaining controls and documentation for quality documents and records.

• Ensuring test and procedures are properly understood, carried out and evaluated and the

product deficiencies are investigated if necessary.

• Writing technical and management system reports.

• Working methodically to establish a clearly defined system that all Quality Assurance staff can

apply.

• Acting as the key contact with customers’ auditors and taking responsibility for ensuring the

execution of corrective actions and ongoing compliance.

• Working in coordination with Germany main office.

Operation Manager

Chabok Aviation, Jebel Ali Free Zone, Dubai, UAE (2006 - . 2007)

An Iran based company, distributor of the aircraft parts and components in the Middle East and

Asia

Duties and Responsibilities

• Work closely with the Maintenance Manager to ensure maximum efficiency and profitability of

the base.

• Provide first class customer to all clients and when required address any operational complaints

and issues as they arise

• To ensure that staff on duty perform their functions as required by the company, in a safe and

efficient manner.

• Ensure health & safety standards are maintained

• Ensure all targets, as set out by Regional Manager are met.

• Conducts regular Health & Safety audits.

• Audit the services provided by the company and maintain continues improvement

• Ensure all parts of the base, including equipment and vehicles are maintained in accordance

with both the company policies and legal requirement.

Avionic B2 Inspector Airbus Fleet

Mahan Air, Tehran, Iran (2000 - . 2006)

Second largest Airline in Iran

Duties and Responsibilities

• Inspect and perform or supervise maintenance, preventive maintenance, and alteration of aircraft

and its systems.

• Perform annual inspections on aircraft and sign off for return to service on major repairs and

alteration.

• Organize and carry out Aircraft Line and Base Maintenance Activities.

• Apply knowledge and skills typically acquired as repairman of aircraft, aircraft parts, or avionics

equipment to develop and administer regulations and safety standards pertaining to the

airworthiness and maintenance of aircraft and related equipment.

• Evaluate the mechanic’s training program

• Inspect the aircraft and related equipment for airworthiness.

• Evaluate the maintenance aspects of programs of air carriers and similar commercial operations.

The evaluation may include the adequacy of maintenance facilities, equipment and procedures;

The competence of employees; the adequacy of the program or schedule for periodic

maintenance and overhauls

Line Maintenance Manager

Bon Air, Tehran, Iran (1995-2000) Private

Airline in Iran

Duties and Responsibilities

• Review technical and engineering documentation and performance reports to determine the

disposition of composite aircraft components and parts needing repair.

• Perform typical responsibilities of management requiring planning, evaluating, organizing,

integrating, and coaching. Work is reviewed for adequacy in meeting cost, schedule and quality

objectives.

• Determines if items conform to engineering specifications and/or operating standards using

engineering drawings or technical manuals, Airworthiness Directives or other FAA and JAR

documentation.

• Keeps informed of changes and requirements of Code of Federal Regulations. Review and

provide comments on proposed changes and implements configuration changes as required.

• Assigning engineers and technicians to perform all routine checks from preflight up to base

checks. Implement and recommend new systems aimed at reducing costs and improving

efficiency and standards.

• Coordinate product improvement with other Engineering Dept. and manufacturer’s reps.

Maintenance Quality Control Supervisor

Safiran Airlines, Tehran, Iran (1992-1994)

Private Airline in Iran

Duties and Responsibilities

• Responsible for timely inspections of aircraft parts in the repair station.

• Perform preliminary inspection, in process “buy-back” inspections and final inspection including

return to service

• Work closely with counterparts, customer support and with repair technicians to ensue the

airworthiness of all activities within the repair station and advise on quality decisions.

• Work closely with the whole maintenance team.

• Oversee and to assist in the development, coordination, and implementation of all aspects of

aircraft and aircraft related equipment maintenance, Quality Control, Production Control and

logistic support systems, procedure and plans.

First Class Avionic Technician

Iran Air, Tehran, Iran (1978-1990)

Iran Flag carrier

Duties and Responsibilities

• Test, Maintain, and produce aviation electronics, and flight control circuitry to prevent any

untoward incident in the air.

• Provide maintenance and support to the aircraft

• Provide intellectual curiosity with a very close attention to details; the installation of electronics

devices, their calibration, and their testing which are all critical to the success of any aviation

endeavor.

• Kind minds that can imagine potential problems that might occur, including atmospheric

conditions, magnetic fields interference, and weight limitations.

• Inspect aircraft engines, Lading gears, instruments, pressurized sections, accessories,

navigation, communication, electric systems and autopilot and do the necessary maintenance.

• Keep records related to the maintenance performed on the aircraft, conduct inspection following

a schedule based on the number of hours the aircraft has flown, calendar days since the last

inspection, cycle of operations

• Fix problems that pilot describe during a preflight and post flight as per log book entry according

to procedures in maintenance manual and other documents.

PC Applications & Operating Software Skills

• Proficient in the use of MS-Office Applications (Word, Excel, Powerpoint, MS outlook)

Courses, Trainings and Seminars

• GCAA approval for the appointment as of Quality Assurance Manager, 2009

• ISO 9000-2008 Series Auditor/Lead Auditor Course in Bureau Veritas, 2009

• Internal Quality Management System Course in Bureau Veritas, 2009

• ISO 9000-2008 Series Foundation Training Course in Bureau Veritas, 2009

• EASA Part 145 Course in Air France Consulting, France on 2005

• B2 License from EADS Sogerma, 2004

• A319/320/321 Line & Base Electric/Avionic Level III in EADS Sogerma, 2003

• A310-300 Line & Base Maintenance level III in EADS Sogerma, 2002

• A300-B4 Line & Base maintenance level III in EADS Sogerma, 2001

• Mech/Electric/Avionic On Job Training following JAR 145 in EADS Sogerma, 2001

• A300-B4 Airfarme –Powerplant in Deutsche Aerospace Airbus, 1994

• A300 AFCS in Sextant Avionique, France, 1989

• A300 AM04 Electric/ Avionic in Iran Air Training Center, 1985

• Electric/Avionic 2 years course in Iran CAO Training College, 1983

• So many other trainings such as ESD, Dangerous Goods Handling, Fire Fighting, First Aid, from

international training centers

General Information

Sex: Male

Date of Birth: 07.09.1960

Marital Status: Divorced, 2 children

Language Spoken: Persian, English and little French

References will be provided if required.



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