Passenger Service & Data Analytics Professional

Resume

FATIMA ARSHAD

Aldie, VA *****

516-***-**** ️ ***********@*****.***

PROFESSIONAL SUMMARY

Detail-oriented Passenger Service & Customer Experience Professional with extensive experience supporting airport operations at major U.S. airports, including JFK and Dulles International Airport. Proven ability to deliver exceptional customer service in fast-paced, high-pressure environments while ensuring compliance with TSA, FAA, and airline regulations. Additionally experienced as a Data Analyst, with hands-on expertise in SQL, Excel, Power BI, and data quality tools. Strong communicator with a customer-first mindset, analytical thinking, and the ability to adapt across service-oriented and technical roles. EDUCATION

Northern Virginia Community College (NOVA) – Sterling, VA Associate of Science, Computer Science (A.S.)

Expected: October 2026

Islamic University of Pakistan – Sialkot, Punjab

High School Diploma August 2015

TECHNICAL SKILLS

● SQL Databases & Data Analysis

● Excel (Advanced Functions & Data Visualization)

● Power BI Dashboards & Reporting

● Data Cleaning & Data Modeling

● Data Profiling & Data Quality

● Informatica (IDQ, IDA, PowerCenter)

● EMR (Electronic Medical Records) Process Flow

CORE COMPETENCIES

● Customer Service & Passenger Assistance

● Airline Check-In & Boarding Procedures

● Baggage Handling & Tagging

● Conflict Resolution & Problem Solving

● Communication & Interpersonal Skills

● Multitasking in High-Pressure Environments

PROFESSIONAL EXPERIENCE

Passenger Service Agent

Southern Airways Express Jan 2025 – Jun 2025

● Assisted passengers with check-in, boarding, and baggage handling

● Resolved customer concerns promptly to ensure high satisfaction

● Provided special assistance to passengers with additional needs

● Coordinated with flight crew and ground staff to maintain smooth operations Passenger Service Specialist

Swissport Airport Services – Dulles, VA Sep 2024 – May 2025

● Handled escalated customer issues calmly and professionally

● Maintained high customer satisfaction through proactive service strategies

● Ensured compliance with airline safety and service standards Data Analyst

Agile IT Tech – New Brunswick, NJ Oct 2023 – May 2024

● Analyzed complex datasets using SQL and Excel to generate actionable insights

● Developed Power BI dashboards to support business decision-making

● Identified trends and patterns to improve operational efficiency

● Collaborated on large-scale data entry and data management projects Passenger Service Specialist

Swissport USA – Sterling, VA Jan 2023 – Oct 2023

● Resolved customer concerns efficiently while maintaining professionalism

● Implemented forward-thinking strategies to improve passenger experience Customer Service Specialist

Dnata Airport Services – Dulles, VA Aug 2022 – Dec 2022

● Managed escalated calls and service issues with professionalism

● Improved customer satisfaction through timely and effective resolutions Customer Service Agent

Hallmark Aviation Services (Emirates Airline) – JFK Airport, NY Jan 2020 – Aug 2022

● Provided high-quality passenger support for international flights

● Assisted with check-in, boarding, and special service requests

● Maintained composure in high-stress environments while delivering excellent service CERTIFICATIONS

● Certified Data Analyst

● Certified Substitute Teacher

● Certified Chef

● American Health Basic Life Support (CPR & AED)

LANGUAGES

● English – Full Professional Proficiency

● Urdu – Professional Proficiency

● Punjabi – Professional Proficiency

AWARDS & HONORS

● Class Rank Recognition of Excellence

● Foreign Language Award

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