Customer Service Check-In

JD

PROFILE

I am an experienced and well-

traveled airline and retail

professional who has worked

globally in different areas of the

airline industry including sales

administration, accounting, and

customer service. I have worked

in the capacity of a ticket agent,

check-in agent, gate supervisor,

and airport customer service

director.

SKILLS

• Customer service

• International ticketing

• Reservations

• Visa and transit rules

• Ship crew and UN

diplomat handling

• VIP/CIP handling

• Sales

• Airport management

• Human Resource

Management

• Apollo/Pars and DCS

check-in and flight

management system

competency

JAVED DARUVALA

7-11 FRANCHISEE/MANAGER 917-***-**** ******@***.*** EXPERIENCE

FRANCHISEE/MANAGER • 7-ELEVEN • 09/99 – 07/22

• Managed 12+ employees at two 7-11 locations.

• Performed orders and inventory management.

• Reported and organized thousands in cash and card revenue daily in a store with $2.5m in sales annually.

• Completed payroll and employee hiring, training, coaching, and terminating.

• Created and achieved yearly sales and profit targets.

• Enforced CDC and 7-11 covid-19 policies are followed.

• Maintained store equipment and liquor, e-cigarette, and tobacco licenses.

• Coordination with local and state consumer affairs and health department and local law enforcement.

PASSENGER SERVICE SUPERVISOR AT JFK • SWISSAIR • 06/98 – 01/02

• Handled Swissair, Sabena, Austrian, and Delta (codeshare) flights.

• Supervised and coached agency staff.

• Managed flight gate, pre/post flight activities, and flight interruption occurrences.

• Handled passenger rebooking, family seating assignment, misconnect rebooking, hotel bookings, VIPs/CIPs, and customer conflicts.

• Acted as a liaison with Ports Authority/DHS.

• Performed daily TSR (Ticket Sales Report) and banking CUSTOMER SERVICE DIRECTOR AT JFK/LAX • UNITED • 05/95 – 06/98

• Supervised entire shift including Varig and Equatoriana airlines.

• Coordinated with British Airways terminal management.

• Took charge of day-to-day operations of the terminal which are: departures, flight arrivals, lost and found, missed connections, rebooking, and passenger conflict resolution.

LANGUAGES

• English, Urdu, Hindi,

Conversational Arabic

• Coordinated stop schedules with station management and vacations, sick calls, and planned day-to-day manpower needs.

• Maintained VIP and CIP lounges and staff and ensured a high quality of service was provided to these high yield passengers Maintained ticket stock records and ordered all tick counter supplies

• Ensured all manuals are updated and current.

• Ensured all FAA and Ports Authority policies are implemented, and staff are fully trained.

• Trained employees on customer diversity and maintained a zero- tolerance policy for discrimination.

EDUCATION

SWISSAIR TRAINING CENTER • 06/98 • ZURICH

• Trained in ticketing, reservations, sales coordination, outside sales, and commercial and travel agents.

UNITED AIRLINES TRAINING CENTER • 09/95 • CHICAGO

• Trained in customer service, supervisor/director of sales at JFK, and ground agent handling and supervision.

UNIVERSITY OF KARACHI • 05/80

• Bachelors in Marketing and Business Administration

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