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Manager Customer Service

Jamaica Plain, MA
May 17, 2020

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Hassan Afrashteh Languages: English (Fluent) / Farsi (Fluent) / German (Basic) / Arabic (Basic)

Mobile No. 510-***-**** Email:

Customer Services Manager


Lufthansa (Swissport)- Station Service Coordinator Oct 01, 2018 – Present - Boston-Logan Airport

Applied all work-procedures (aircraft handling, catering, cleaning, punctuality-stats embarkation/disembarkation).

Responsible for VDB/DBC process when a flight is overbooked

Irregular operations checklist.

Certify trainer by Swiss port

Gate Team leader

Transfer Desk coordinator (Lost and Found and Manage Misconnect passenger)

Swissport - Operation Control Coordinator (OCC) Feb 2018 – Oct 01, 2018 - Boston-Logan Airport

Coordinate Logan airport ground Team/ATC Controller

Supervise ramp staff for flight activity coverage

Ramp control service to other carriers

Control aircraft movement in the ramp/gate/taxiway

Emirates Airlines - Crew Operation Officer Oct 2007 - March 2017 - Dubai, UAE

Disruption emergency NCC team during 2015 Emirates crash landing

Migrate from paper to digital system for inflight crew

Provide Flight Time Limitations (FTL) Crew

Managed 150 cabin crew Airport standby duties on a 12-hour basis

Contact/Investigating for operational and complaints

Deliver world class customer service to 24,750 crew members.

Configuration audits for approximately 240 flights.

Ensure Airbus A380, Boeing 777-200, 777-300 are correctly crewed

Emirates Airlines - Airport Service Duty Officer June 2005 – Oct 2007 - Dubai, UAE

Handling quality assurance

Emergency coordination for 12,000 stranded passengers

Analyse key performance indicators/initiate corrective actions

Supervise day to day Operations, GHA, service level agreements, handling/Customer Service

Provide summarised updates to the Airport Services Manager

Organise and manage resources during crisis situations


Azad University

Associates in Medical Lab Science - 1996

Lufthansa Oct 2018 - Boston Logan Airport

ALTEA reservation and passenger departure control system.

World Tracer

Customer services/crisis management training during disruption

AIMS training: Lounge Management system (Star Alliance Group)

PSA Passenger Sales App “Up Sales” (Lufthansa Group)

Sheffield Dispatch School Aug 2017 - Sep 2017 - Fort Lauderdale, Fl

200 Hours Flight Dispatch Training

Dubai Emirates Aviation College - Technical Courses 2005 - 2014 - Dubai, UAE

Emirates passenger and reservation system (MACS and MARS)

Aviation/Airport security and safety

Emirates Baggage Handling System Control

Air Side Load Management

Fundamental Load Control


Airlines Cost Controlling Course

Emirates Transfer passenger handling (Transit and connecting passenger)

Dangerous Goods for passenger services

Dubai Emirates Aviation College - Leadership & Professional Courses 2005 - 2014 - Dubai, UAE

Interpersonal Communication (Effective Communication)

Applying Coaching Process

Team participation

Team Communication Skills

Conflict Resolution for Service Excellence

Crew Leadership workshop: Inspire people, managing Business; Creating Sparkle

Emirates Fundamental Leadership Course with Project for Duty Officer

Skills and experience:

Aircraft performance awareness

Detailed knowledge of airfield capabilities and operations

FTL awareness

Geopolitical awareness and its impact upon our operation




Positive and confident approach to work


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