Sign in

Customer Service Assistant

Pathankot, Punjab, India
February 27, 2020

Contact this candidate



Permanent Address:***, East Lane-*, Abrol Nagar, Pathankot, Punjab, India.

Mobile: +91-987**-*****



“Manage all aspects of Cargo operations including freight and mail handling, data entry, scanning and running.”

“Possess credibility & personal integrity that leaves lasting impressions with the corporate decision makers, motivates the employees and generates loyalty.”

“Ensure Operational integrity by strictly complying with safety and security regulations, following procedures and regulations established in the operational and safety manuals.”

“Proficient in running successful method-oriented operations and taking initiatives for business excellence”


Industry Preference: Any Location Preference: Any


Dynamic professional offering nearly 7 years of experience in Passenger / Customer Relation, Warehouse, Cargo Operations, Ramp, Freight Forwarding and Documentation

Focusing on leading and developing the skills of front-line co-workers and vendors with the goal of delivering consistent and excellent customer service and delivering a quality product in accordance with Company guidelines

Hands on experience in using Dnata's system (DACS +) with expertise in ensuring timely loading and unloading of the same

Experience in effectuating measures / modifications in the operating procedures to optimize resource & capacity utilization in various climatic conditions with multi-skilled work force in cross-cultural environment

Ability in conducting "routine" investigations, as appropriate, into performance, safety (damages and injuries), complaints and other work issues

Successful in partnering with local authorities and building maintenance to manage the Cargo facilities

Effective communicator with good relationship building & interpersonal skills with strong analytical, problem solving & organizational abilities


Supervising and coordinating the activities of ground crew in the loading, unloading, securing, and staging of cargo

Ensuring a safe work environment by following and enforcing all company rules and regulations regarding the work place

Supervising & handling flight operations during any delay / cancellation & providing assistance to passengers and assistance against overbooked / delayed / cancelled flights

Monitoring arrival / departure operations like assisting passengers, dealing with mishandled baggage & raising reports for the baggage claims

Providing direction, support & guidelines to a team of customer service agents & monitoring their performance to ensure efficient resolution of complaint

Leading customer service operations for rendering quality services by resolving customer complaints on performance bottlenecks

Recruiting, training & monitoring the performance of team members to ensure efficiency in sales operations and meeting of individual & group targets

Interacting with various authorities, freight forwarder, shipping lines, air lines and other external agencies for various clearances / approvals

Ensuring / producing build-up plan instructions for all flights related to station, based on the final booking list, which should comply with all legal and procedural regulations

Developing and maintaining relationships with airlines and ground handling at the airport; managing airport team which might include loader, document executives & custom clearance executive

Preparing MIS reports of inward / outward logistics with a view to appraise top management and customers of the routine inventory activities

Assuring that all shipments are monitored, measured and reported against pre-defined quality standards

Creating and sustaining a dynamic environment that fosters development opportunities & motivates high performance in team members


Sep’15- Till date: Mann Dairy, Pathankot, Punjab, India as Manager (Customer Service/Store/Warehouse)


Responsible for ensuring the efficient management and control of the Warehouse Operation whilst achieving agreed budgetary and service levels.

Provide an effective and reliable service to customers whilst meeting all legal requirements.

Responsible for organizing the safe and efficient receipt, storage and dispatch of warehouse materials, goods and products to feed business operations and customer demand.

Contribute to the creation and implementation of best practice warehouse vision, strategy, policies, processes and procedures to aid and improve operational performance

Ensure an efficient warehouse operation which is able to fulfill operational and customer demand

Provide a safe working environment, adhering to Health, Safety and Environmental procedures and ensuring they are understood and practiced by the team at all times

Communicate with warehouse staff on a regular basis to make them aware of priorities, targets and operational requirements

Liaise with customers, suppliers and transport companies as and when required in a timely way and handle any concerns

Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants

Training staff to deliver a high standard of customer service

Jun’13- Jun’15: SKYLINK Aviation, Dubai FZE as Operations Supervisor (Warehouse/Cargo/Passenger)


Administering a team of 15-20 staffs for Ground Handling, Warehouse, Logistics, Freight Forwarding, Store, ground handling, tracing and ULD works

Spearheading the entire Ground Handling Operations for passenger and cargo flights.

Ensure effective and timely implementation of all Logistics daily operational goals inclusive of Shipping functions and Inventory Management.

Drive safety results. Insure all employees comply with PPE requirements and dress code.

Provide daily /weekly performance reports. Include delays and missed loads.

Complete all collision and injury reports accurately and timely.

Assessing problem areas within the operations and implementing recovery measures to ensure security & safety.

Conceptualizing and implementing SOP &supervising ground handling of aircrafts (B747-400F, B747-200F, A310, A300, A340, A330, A-320, AN124, IL-76, AN12, C130, and C17)

Monitoring the feasibilities for ADHOC Charter Operations for cargo and passenger flights

Assessing problem areas within the operations and implementing recovery measures to ensure security & safety

Developing and sustaining public relations with airport authorities and corporate

Administering the Operations Department and aiming to maximize profit and reduce cost by providing the best level of quality service to the clients

Interfacing and working closely with USAF in Military's Cargo Movement from AFG – DXB

Leading customer service operations for rendering quality services by resolving customer complaints on performance bottlenecks

Head team to develop, articulate and maintain logistic process documentation.

Developing and submitting AWBs & documents for inbound & outbound C17 flights

Monitoring the loading and unloading of cargo from flights and ensuring on time flight departures and quick turnaround

Ensure effective procurement of goods and services in accordance with corporate Procurement policies and procedure

Tapping shortfalls, lapses and weaknesses of the handling agent’s/ service providers and addressing them with the Senior Management to map expected SLA.

Manage and schedule drivers to meet or exceed all customers’ expectations.

Mapping the flight operations by review flight schedules & resolving differences regarding the schedule/ route assignments as discussed with senior management

Overseen and sustained the ground contracted services with the 3rd party suppliers (Airport Authorities, Ground Handling, Supervision, Fuel, Catering, Hotel, Transportation Companies) in operating airport operations

Managed all aspects and day to day cargo, passenger and ramp handling operations with responsibility for: safety, security, resource deployment, ramp operations and flight operations.

Liaising with CAA, Air Field Management and Tower for the approval of permissions and slots

Observing Capacity Control, Base Stations and Dispatchers to plan schedules with optimum utilization of resources in a cost effective manner

Coordinating with:

oCrew, arranging and processing fuel request at different locations

oGround operations to have un-interrupted supply of ULD assets for cargo build-up

Meeting with GHA worldwide and liaising with Operation Base Stations for supplying & rotating the Unit Load Devices without any error

Submitting daily and periodic reports for ULD and asset movements

Mar’11- Apr’13: TRANSGUARD Group LLC, Al Maktoum Intl. Airport (DWC) Cargo Terminal-a, FG-8, Jebel Ali

Growth Path:

Warehouse Assistant / Warehouse Operator: Mar’11- Aug’11

Warehouse Assistant's Team Leader: Aug’11- Apr’13

As A Warehouse Assistant / Team Leader


Involved in documentations, build-up, breakdown, inter terminal transfer, ramp, Organize and maintain records of inventories up to date with acceptance & delivery.

Conducting the smooth functions relating to requisition, receipt, stacking, and dispatch of goods and supplies.

Supervised a team of 65 – 80 Cargo Assistants as well as Porters involved in operations for inbound & outbound flights as per STD & STA process

Assured timely delivery & assembling of same sorts and recorded arrival and departure of flights

Initiated the loading and unloading of the cargo from inbound & outbound flights

Monitored/handled flights from arrival till departure including active coordination with authorities for fueling, offloading and equipment’s availability in accordance to their configuration.

Maintained a high standard of safety and cleanliness in all the facilities

Administered the routes for the incoming & outgoing of air freight

Actively handled ramp operations in order to accomplish the task well in advance.

Operate forklifts and pallet jacks.

Handle delicate and sensitive products with utmost care.

Handle and operate necessary tools and accessories in maintaining and managing a warehouse.

To initiate action for stoppage of further purchasing when the stock level approaches the maximum limit.

Integrate best practices in handling warehouse materials.

Conducting the smooth functions relating to requisition, receipt, stacking, and dispatch of goods and supplies.

Organizing the systematic storage of material both manually and electronically.

Create packing lists and update shipment information in database.

To reserve a particular material for a specific job when so required.

To issue materials only in required quantities against authorized requisition notes/material lists.

Delivering excellent customer service to clients who visit the warehouse.

Physically fit and able to lift and move heavy packages and objects.

Inform workers of management conditions of work, rules and regulations guiding the establishment to ensure that they adhere to company policies, and take disciplinary measures against workers who are found wanting.

Give workers detailed feedback on their level of performance most especially when they are not performing up to company expectations, in order for them to sit up and do better.

Make a draft of shifts for workers and ensure that they follow it diligently to avoid commotion and agitations between workers over noncompliance by some members.

Constantly inspect all work equipment to identify shortages and damages, and relate findings to management for quick resolution to enable smooth flow of operations.

Step in to resolve conflicts that may arise between workers on site, and exhibit good sense of judgment to ensure that parties involved are treated fairly without bias.

Work as the middleman between management and workers to facilitate good communication and airing of complaints from both parties, and see to it that all issues are sorted out.

Check all outgoing stocks to ensure that they are in good condition and make sure that all documents are accurately signed for proper documentation.

Ensure that stock inventory is carried out in a timely manner and that it is in line with the stock balance to avoid mix up.

Create packing lists and update shipment information in database.

Support simplification and standardization of processes to accelerate logistics and enhance efficiencies.


Holds the merit of being appraised as ' Exceeded Expectations ' in the annual performance review

Successfully participated in company satisfaction review program

Adroitly increased productivity of Logistics warehouse operations without losing profitability

Played a key role in designing, loading & unloading procedures & trained staff to low down product damage & loss


oEstablished and maintained effective business relationships with customers

oImproved on time deliveries & unloading time

oImplemented check-in cargo from inbound and outbound flights


2011 Basic Aviation Courses (CPKD, CSH, DG Handling, Airport Security) from Emirates Aviation College, Dubai, UAE

2004 Graduation from H.N.B University, Garhwal, India.

2003 Tally Graduation Course from Tally Graduation Institute, Pathankot, Punjab, India.

1999 SSC-II from A.B. College affiliated to G.N.D University, Amritsar and Punjab, India.


Date of Birth: 10th May 1979

Permanent Address: 122, East Lane-2, Abrol Nagar, Pathankot, Punjab, India.

Nationality: Indian

Marital Status: Married

No. of Dependents: 02

Passport Details: L7212822

Driving License: Valid Indian and U.A.E Driver's License for Light Motor Vehicle (LMV)

Languages Known: English, Hindi and Punjabi.

Contact this candidate