Customer Service Airport Security

MOSTAFA SARLAK

Contact No. Mobile: +971*********

Dubai, United Arab Emirates

E-Mail: ************@*****.***

CAREER OVERVIEW – 1996 up to present

Security Coordinator- Emirates Airline, Dubai

Job Description Summery

Passenger Assessment, Passports and Travel Document Checks

In this role the applied duties and the responsibilities is to perform travel documents check on assigned flights and conduct behavioural analysis of all illegal immigration and unlawful interference. And monitoring Emirates and other client Airlines flights and inspecting passengers PASSPORTS and related other International travel documents for the US, Canada, Australasia, European, Asian, African, South American Destinations. With focus on analysing the authenticity of passengers travel documents (Passports), Visa requirements, travel patterns, identify forged documents, Fraud ticket checks, Profiling passenger s behavioural signs, and body language, high risk individuals, non bonafied passengers, potentially disruptive passengers, need to be identified. And liaise with the relevant Authorities (e.g. Immigration, Embassies and the Police) throughout the network to prevent fines and penalties for the carriage of inadmissible passengers.

Qualifications & Experience

Qualified Document Specialist and presently working full time position as Airport & Aviation Security Coordinator at Emirates Group Security Emirates Airlines Dubai, United Arab Emirates.

14 years of experience in the Aviation & Airline Industry with reputed airlines like British Airways, Swiss Air, KLM/Northwest Airlines, Austrian Airlines, Singapore Airlines, Olympic Airway, Qatar Airways, Cathy Pacific Airlines, Saudi Arabian Airlines, Gulf Air, Iran Air, Thai Airways, Middle East Airways, Air India, Indian Airlines, Bangladesh Airlines, Brunei Airlines, PIA, Kenya Airways and Emirates Airlines. And working as Security Coordinator in the capacity of document checking/ Passenger interviewing and Profiling in accordance with the US TSA/AOSSP Passenger Assessment compliance.

Holding University Diploma in Aviation and Airport Security Management from Edith Cowen University, Perth, Western Australia.

Excellent technical knowledge of all types of Passports, Documents Security Features, Visas and International Travel Documents.

Well versed in International spoken languages such as English, Persian (FARSI), Hindi, Urdu and Arabic.

Undergone several training programs conducted by various Embassies and Consulates in Dubai on Security Features of Travel documents and Detection of Fraudulent documents .

Excellent knowledge and Experience of International Airline and Aviation Operations.

Excellent knowledge and high degree of expertise in detecting questionable Passports, Visas (Fake/Stolen), and other International travel Documents.

A high level of Investigation skills, Passenger assessment, Customer service, Interpersonal skills, Risk Assessment, Diplomacy and exception handling techniques is involve in my job role due to the sensitive nature and impact of dealing with passengers at the Airline Check-in counters and Boarding gates.

EMPLOYMENT SCAN

Emirates Group Security, Emirates Airlines, Dubai

Flight Supervisor, Airport Security Unit, Current role since 2016

Current role:

Supervise and assists Airport Security Unit (Security Coordinators) to ensure smooth flight operations.

Gives final decision to Security Coordinators who requires assistance in travel entry requirements and detecting falsified and/or fraudulent documents and identity theft.

Ensure that Security Coordinators provides good customer service with security awareness to passengers, clients and to the company.

Conducts Post flight briefing to Security Coordinators and discussed post flight operations outcome.

Maintain and Liaise with Dubai Immigration Authorities and other authorities throughout the network to prevent the carriage of inadmissible passengers, which lead to financial penalties for Emirates Airline.

Manages post incident information gathering, investigation and assessment on both air and ground such as disruptive passenger on board the flight and on the ground pertaining to intoxicated, abusive passenger towards crew, other passenger.

Emirates Group Security, Emirates Airlines, Dubai

Security Coordinator, Airport Security Unit, Nov 2007, up to present

Job Responsibilities:

Responsibilitie

Performing Security Coordinator functions, with the airport team of security professional s in the daily operations and extending the required assistance to ensure smooth Airport operations of Dubai International Airport.

Ensuring adherence to the Standard Operating Procedures set by the department.

To monitor and conduct document checks on EK(Emirates) and OAL(contractual checks) in order to minimize and eliminate the liability of possible immigration fine imposed by various countries that might be incurred by the carrier for failure to detect technical requirements and forgery offenses committed by passengers.

To perform 100% gate checks and take decision in a logical, systematic and professional manner at any given time and ensure boarding, offloading and re-boarding of passengers meeting department s objectives.

Conduct investigations of cases related with passenger Inadmissibility and apply appropriate corrective measures to avoid recurrence.

Facilitates research and consequents completion of Projects and other relevant jobs tasked by Security Controllers and Manager (Airport).

Access information on inadmissible passengers and decide necessary action to protect the Company.

Access Reservation System for profiles on inadmissible passengers throughout the network and highlight the same, updating PNRs (Passenger Name Records).

To check passenger travel documents and monitor the movement and repatriation of inadmissible passengers, making such arrangements for travel, accommodation and other action.

Operate PC using database to store, sort and retrieve date on inadmissible passengers and associated frauds.

Liaise with Immigration, Police and other Authorities throughout the network to prevent the carriage of inadmissible passengers which lead to financial penalties for Emirates Airline.

Assist in Training junior Emirates Security Coordinators staff to detect and prevent carriage of inadmissible passengers.

Monitors flights and inspects passenger travel documents for possible inadmissible passengers travelling to Emirates locations network wide.

Carries out such general security duties as directed by Security Management.

Maintains a close working relationship with various Immigration Departments throughout the route network as directed by Security Management.

Accesses Reservation System for profiles on inadmissible passengers throughout the network and highlights the same, updating PNRs.

Checks passenger travel documents, monitors the movement and repatriation of inadmissible passengers, making such arrangements for travel, accommodation and other action as directed by Security Officers.

Deals with non-routine passengers such as those holding fraud documents or passenger holding improper documents seeking asylums to various countries (Europe, United States of America, Canada, etc.), which Emirates Airline operates, and other client Airlines.

Provides customer service with security awareness to passengers, clients and to the company.

Highlights

Awarded by H.H Sheikh Ahmed Bin Saeed AL Maktoum CEO of Emirates Group and Chairman of Emirates Airline and DSVP Dr. Abdullah Al Hashemi upon Successfully completion of the University Diploma in Aviation & Airport Security Management- Edith Cowan University, Perth, Western Australia.

DNATA

Ground Handling Passenger Services Agent

May 2003 Nov 2007

Job Responsibilities:

Performing the functions of a Dnata Ground Handling staff dedicated to British Airways and covering all the concern areas of passenger handling such as Document check & Profiling, Check In, Boarding and Transfer Desk.

Assisting passengers in every possible solution by providing best customer service.

Undertaking and screening of passenger s check-in baggage and hand carry.

Verifying of passenger’s travel documents (Passports and Visas) and their geniality before accepting on the flight bound to the United Kingdom.

Checking of visa requirements for passengers travelling to United Kingdom and onwards to other countries such as EU, USA, Canada from the Travel Information Manual.

Checking the Name, Date, Fare basis; travel Sectors, Coupon numbers of Airline Tickets (Electronic and Paper Tickets) and their validity for travel to avoid accepting any fraud tickets.

Boarding the passengers on the right flight of travel and performing all the security checks at the gate before boarding passengers to the aircraft.

Making possible announcements for missing passenger to board the aircraft and avoid delays.

Sending Telex s messages for re-routing the passengers checked-in baggage to their final destinations.

Guiding and helping the passengers to their right boarding gates to avoid missing their flights.

Maintaining customer service at all times.

Helping other junior colleagues in their decision making skills.

Helping the airline in all their flight basic checks (Passports, Visas, forgery and technical, and other travel documents) as a ground handling agents to the airlines as a whole.

Highlights

Successfully completed all required trainings for all the airlines check in systems, boarding, transfers procedures of passengers and received the completion certificates from the Airline and Dnata.

DNATA

Deportee handling agent (Detention centre)

Job Responsibilities:

To liaise with Dubai local Immigration, Dubai Police, concern Airlines and other Airport Government Authorities with regards to passenger deportation.

Verify all the necessary documentation passports, out pass and airline tickets.

Assist the local police in detention centre for passengers and baggage screening.

Liaising with transportation department and ground security to arrange the coaches to convey the deportee passengers to their respective flights.

Recording and dispatching all the airline tickets and manifest to the respective airlines from the detention centre.

Keeping and maintaining all the records of the number of deportees deported on all different Airlines on daily shift basis.

Communicating in different languages to help the deportees and the detention centre Police understand each other.

Verifying deportees out passes for validation, stamping, cancellation and preceding all required documents for the airline.

Media, Dubai Radio & Television, Government of Dubai

Production Services, EDTV Live Channel, May 1997 to May 2003

Job Responsibilities:

To check digital programme cassettes and calculate the programme time to broadcast the shows live on air.

To arrange and prepare all the programme cassettes timely for 24hours time frame on air for EDTV channel.

Make and help in editing and recording of new programmes such as Movies, Serials, Video clips, Songs.

Ensure and file all the programmes in the data base for future recurrences.

Numbering, naming and filing all the records of the programmes going on live and recorded and censored.

Working hand in hand with Government Authorities and Government Local Media Television Officials as Press Dubai Media Channel.

Assisting sound, light and camera engineers for cabling the media equipment s to perform live shows in the city of Dubai and other emirates United Arab Emirates.

Covering Live News and video clips along with the Dubai TV Press team.

Highlights

Received training in Editing, Recording, Camera, and Sound, Voice Over by Dubai Television Press Media.

Received Certificate for good job done during the Dubai Shopping Festival as being the best supporting

staff of the year by General Manager Ahmed Saeed Al Ghaoud (Dubai Television Press Media)

COMPETENCY SKILLS

Customer Service Orientation

Discover the needs of internal and external customers and strives to deliver services and products to meet these needs.

Effective Communication

Have ability to convey a message, verbally or in writing, to both individuals and groups, actively listens to the response and successfully hold their attention to achieve the desired impact.

Attention to Detail and Quality

Have ability to consistently produce error free output; concerned with maintaining high standards of accuracy and quality.

Interpersonal ability

Have ability to use a wide range of behaviour to establish and maintain productive working relationships, e.g. through diffusing conflict, having a network of contacts or exhibiting sensitivity to the needs of others. This includes where others come from different cultures and backgrounds, having different values, beliefs and expectations.

Leadership

Encourage and motivating people to achieve high standards and meet organisational objectives by actively developing team member's skills and knowledge in the unit, providing constructive feedback and creating an inspiring vision.

Problem Solving and Decision making

Have ability to take a balanced, logical view to break complex issues into their component parts, recognise priorities and weigh up different options in order to judge the best course of action.

TRAININGS

Emirates/Dnata

1. First Aid for the Workplace Initial July 2015

2. Courtesy Campaign

3. Basic Airline Security Course (Recurrent) - In house

4. Aviation Security Level - 1 Recurrent

5. In-House AVSEC Course - Recurrent

6. In-House AVSEC Course - Recurrent

7. BA Checked Baggage And Excess Charges

8. QR Check-In (I-muse)

9. Ramp Integration Project Briefing

10.Dangerous Goods for Passenger Handling

11.Sabre Conversion - Version 2

12.Sabre Quick ACSI Check-in And Boarding

13.(Passenger Reception System) Training

14.Basic Aviation Security Course (level-1)

15.Introduction to Pathfinder

16.Dangerous Goods For Passenger Handling

17.Dnata Passenger and Baggage Acceptance

18.Service - Adding Spice To Your Work

19.Welcome Aboard - EK Group Induction

20.Flight System Boarding

21.Dnata Customer Care

22.Diploma in Aviation Security Management

23.Prosecution Training

24.Get Online

25.XP Emirates

26.New Zealand Training

27.Employee Assistance Centre: Anger(Online)

28.Najm Suggestions and Nominations(Online)

29.Najm(Online)

30.The Emirates Hub at Dubai Airport(Online)

31.Examining Travel Documents(Online)

32.Information Systems Protection: Information Security(Online)

33.New Zealand Document Training

34.Travel Documents Annual Refresher Course

35.Aviation Security(Online)

36.Preventing Unlawful Interference - All Staff(Online)

37.Document Check Training

38.Checking For LAGs(Online)

39.Aviation Security(Online)

40.Checking For LAGs(Online)

41.Protecting Payment Card Information - Back-end Staff(Online)

42.Employee Assistance Centre: Anger(Online)

43.Checking For LAGs(Online)

44.Najm Suggestions and Nominations(Online)

45.Najm(Online)

46.Performance Matters(Online)

47.Preventing Unlawful Interference - All Staff(Online)

48.Aviation Security(Online)

49.Basics of Sensitive Security Information (SSI)(Online)

50.Advanced Document Examination

51.Invest in Yourself - Plan Your Development(Online)

52.Basics of Sensitive Security Information (SSI)(Online)

53.Aviation Security(Online)

54.AVSEC and DGR Awareness Certification(Online)

55.Basics of Sensitive Security Information (SSI)(Online)

56.Employee Assistance Centre: Communication(Online)

57.Investigative Report Writing

58.Introduction to MyBC(Online)

59.Preventing Unlawful Interference for non-cabin crew(Online)

60.Planning My Contribution(Online)

61.AVSEC and DGR Awareness Certification(Online)

62.Basics of Sensitive Security Information (SSI)(Online)

63.Canada Document Examination 2016

Scholastics

University Diploma in Aviation & Airport Security Management conducted by Edith Cowan University, Perth,

Western Australia and partnership with Emirates Aviation Collage and Security Studies, Dubai, UAE.

High School Graduate in Commerce, Business Studies and Accountancy from National Open School, Dubai, UAE

Diploma in Air Fares & Ticketing Galileo Scientific & Cultural Institute of technology, Dubai, UAE.

Diploma in Computer Applications Microsoft Windows, Microsoft Word, Microsoft Dos, Microsoft Excel, Microsoft FoxPro,

PowerPoint, Internet and Email, Microsoft Institute of Technology.

Scored 6.0 overall score for IELTS English language test from British Council for foreign studies 2012 Dubai, UAE.

Undergone several training programs conducted by various Embassies and Consulates in Dubai, UAE on

Security Features of Travel documents, Detection of Fraudulent documents and Passenger behaviour and profiling.

LANGUAGE SKILLS

ENGLISH

ARABIC

HINDI

PERSIAN (Farsi)

URDU

ADDITIONAL DUTIES & RESPONSIBILITIES

Shift Officer, Airport Security Unit

Handle daily Security offlaodings for forgery and technical cases in the shift for Emirates and client Airlines

Managing and helping Security Coordinators to complete raise GXE reports for the offloadings in the shift.

Updating all the daily offloadings for forgery and technical cases in Shift Officers report and dispatching the same on the infospace.

Helping Security Coordinators in investigations on passengers offloaded on forged and illegally obtained travel documents.

Coordinating with Airport Security Controllers and Duty Officers with regards to security offloadings.

Liaising with Dubai Local Immigration Authority and Dubai Airport Police for deportation of passengers.

AWARDS /ACCOMPLISHMENTS/COMMENDATIONS/APPRRCIATIONS

Awarded by H.H Sheikh Ahmed Bin Saeed AL Maktoum CEO of Emirates Group and Chairman of Emirates Airline and DSVP Dr. Abdullah Al Hashemi upon Successfully completion of the University Diploma in Aviation & Airport Security Management- Edith Cowan University, Perth, Western Australia.

Appreciated by the Emirates Airline CASA department, (Customer Affairs & Service Audit Team) for handling the most difficult passengers in the best way can. And same was appreciated by the Airport Security Managers & Controller raising in Staff performance File and departments email.

Awarded by British Embassy Dubai as an appreciation for stopping passengers travelling with forged documents (Passports) to the United Kingdom.

Awarded by Dubai Civil Aviation, Dubai Airports Cares Authority by H.H Sheikh Ahmed Bin Saeed ALMaktoum CEO of Emirates Group and Chairman of Emirates Airline Dubai International Airport for participation in Dubai Airport Cares competition and standing second getting the Silver Mabrouk Award for the best staff of the Year.

Appreciated by Dubai Airport Security Manager Jacob Rajan, Dubai Airport Security Controller Ali Reza Tehrani and the Security Duty Officers for many exceptional offloadings on Emirates and client airlines for passengers travelling with forged and illegally obtained documents. (Passports, Visas and other travel documents)

Awarded by Keith Thomas formar Airport Services Manager Dnata for Good Job Done, stopping passengers travelling with forged documents to the United Kingdom.

PERSONAL DATA

Smart, well groomed and confident personality and decision maker on different aspects of Airline Security and

Possess positive customer service orientation with extensive knowledge and skills on Airline and

Aviation Security and procedures.

Can work for hours and maintain positive attitude towards the individual and respect all the cultures.

Have excellent knowledge to communicate in different languages local and international.

A team maker player and motive people by own actions. Possessing a friendly and approachable personality.

Excellent customer service oriented candidate playing key roles in communicating with people of different

Nationalities and cultures.

Able uphold good order on unit whilst working within a company procedural guidelines and also ensuring

a high quality of service is consistently maintained with optimum efficiency.

Name: Mostafa Sarlak

Date of Birth: 18/01/1979

Marital Status: Married

Place of Birth: Dubai United Arab Emirates

Country Of Residence: Dubai United Arab Emirates.

Contact this candidate