Shahida Nowsheen

House # K-****, St # E-*,

East New Gulzar-e-Qauid,

Rawalpindi.

+92-343-*******

ady9qv@r.postjobfree.com

Objective: Customer-focused professional with over 13 years’ experience in facilitating airline ground operations at regional and international airports. Accomplished in enhancing airline operations through process improvement, internal audits, and staff development. History of success in de-escalating customer issues, enhancing customer experiences and satisfaction, and uniting teams to deliver exceptional service. Looking to take next career step in customer service and leadership with a private chartered flight company committed to elevating customer travel experiences.

Core Qualifications:

Customer Service

Operations Management

Conflict Resolution and De-escalation

CAA Regulations

Process Improvement

Team Leadership

Professional Experience:

Assistant Traffic Officer(February2020-Current)

Supervised the Qatar Airways and British Airways flights,

Check-In and Boarding Area

Senior Traffic Assistant (March, 2013 )

Royal Airport Services (BBIA, Islamabad)

Perform pre-flight Editing, assign seats to special guests as per airline procedures.

Able to handle multiple Check-In systems which includes (Sabre, Altea, DCS)

Guide guests about immigration and boarding procedures while performing check in activities.

Observe and inspect passenger luggage while doing check in to make sure about safe flight operation.

Coordinate with supervisor to determine staffing needs for gate and ground operations, including ticket counters and baggage services.

Address and resolve escalated customer concerns, and assist agents to resolve complex issues.

Communicate changes in company rules and procedures, and mentor staff to improve performance and efficiency.

Secure gates by communicating with aircraft and relaying messages to ramp and ticket counter.

Field incoming calls, greet customers, answer travel inquiries, tag and handle baggage and collect baggage fees at gate, secure flights, process reservations, and monitored cabin availability.

Assist misconnected and rerouted passengers during irregular operations; issue travel and hotel vouchers to displaced passengers on overbooked or canceled flights.

Traffic Assistant (March, 2011)

Royal Airport Services (BBIA, Islamabad)

Greeted and assisted all customers, including providing help with check-in, tagging luggage, ticketing changes, re-booking, and special service requests.

Boarded and deplaned flights, and escorted passengers, including disabled passengers and unaccompanied minors, from aircraft.

Provided accurate gate, flight arrival and departure information, and answered general inquiries.

Checked-in passengers for international travel using computerized systems; verified documentation for international and domestic flights.

Announced and provided information on arrival and departure times, boarding procedures, gate changes, and carry-on regulations.

Assisted customers with special needs and quickly addressed and resolved customer complaints.

Montessori Teacher

PAFWA Montessori (Fazaia Base Chaklala)

Conducted research in best classroom practices and strategies.

Developed appropriate lesson plans and assessment methods.

Fostered student reasoning and problem-solving skills.

Performed regular coordination with families in support of student learning processes.

Facilitated positive relationships between students and with other teachers and staff.

Assessed learning outcomes in multiple aspects on a regular basis.

Professional Courses:

Basic Passenger Handling

SITA

ULD

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DGR CAT – 8

DGR CAT – 9

Sabre Check-In (Basic & Supervisor Both)

Altea Check-In (Basic & Supervisor Both)

Arrival Baggage Handling

Education:

MSC Economics Completed with 2nd Division from Allama Iqbal Open University, Islamabad

B.A Completed with 2nd Division from Allama Iqbal Open University, Islamabad

Intermediate Completed from Board of Intermediate and Secondary Education, Rawalpindi

Matriculation Completed from Federal Board of Intermediate and Secondary Education, Islamabad

Other Educational Courses:

Teaching Course Completed from Bilquis Postgraduate College for Women PAF Base Nur Khan's

Personal Information:

Father Name Muhammad Hussain

Date of Birth 01st March, 1985

NIC # 37405-5364521-2

Religion Islam

Domicile Punjab

Language Speaking Ability:

English

Urdu

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