Hassan Afrashteh Languages: English (Fluent) / Farsi (Fluent) / German (Basic) / Arabic (Basic)
Mobile No. 510-***-**** Email: adc9pp@r.postjobfree.com
Customer Services Manager
PROFESSIONAL EXPERIENCE & ACCOMPLISHMENTS
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
EDUCATION, TRAININGS & COURSES
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
Aeronautical
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
Communication
Organisation
Teamwork
Positive and confident approach to work
Dedication