Multilingual Passenger Service Specialist with 8+ Years

PETER AZIZ

Elizabeth, NJ +1-908-***-**** *****.*******@*****.***

PROFESSIONAL SUMMARY

Dedicated customer service professional with 8+ years of experience in international tourism, hospitality, and operations management. Proven track record of assisting diverse travellers, resolving passenger issues under pressure, and delivering exceptional service in fast-paced environments. Multilingual communicator fluent in Arabic, English, Georgian, and French with a strong ability to connect with passengers from all backgrounds. Seeking a Passenger Service Agent or Airport Customer Service Representative role where tourism expertise, multilingual skills, and dedication to service excellence will make an immediate impact. CORE SKILLS

International Traveller Assistance

8+ years assisting international tourists with inquiries, itinerary planning, hotel bookings, and transportation coordination.

Airline Ticket Reservation & Travel Services

Booked airline tickets, arranged travel insurance, and assisted guests with visa applications across multiple destinations.

Passenger Issue Resolution

Routinely resolved client complaints, booking errors, and last-minute changes in fast-paced environments while maintaining calm and professionalism.

Cross-Cultural & Multilingual Communication

Communicated daily with international travellers in Arabic, English, Georgian, and French — building trust across diverse cultural backgrounds.

Asset & Vehicle Reception Management

Receive, log, and securely manage customer vehicles and keys overnight — ensuring accurate handover and payment collection upon customer return.

Operations & POS System Management

Manage POS system daily including processing transactions, updating fuel prices, handling cash, and preparing end-of-shift financial reports.

KEY SKILLS

Passenger Service, Passenger Assistance, Passenger Welfare, Passenger Flow Management, Special Passenger Assistance (Elderly & Disabled), Passenger Documentation Verification, Passenger Embarkation & Disembarkation, Airline Ticket Reservation, Customer Service Excellence, Customer Relations, Customer Satisfaction, Customer Retention, Customer Needs Assessment, Customer Complaint Handling, Customer Issue Resolution, Customer Experience Management, Visa Application Assistance, Travel Insurance Advisory, Reservation Management, Baggage Claim & Handling, Flight Information & Rebooking, Gate & Terminal Operations, Check-in & Boarding Procedures, Conflict & Complaint Resolution, Problem Solving & Issue Resolution, Service Recovery, High-Pressure Service Handling, Cross-Cultural Awareness, Multilingual Communication (Arabic, English, Georgian, French), Travel

& Tourism Operations, Hotel & Transportation Coordination, Vehicle Reception & Asset Logging, Key & Asset Management, Customer Vehicle Handover & Delivery, Payment Processing & Cash Handling, POS System Operation & Price Management, Workshop Coordination & Scheduling, Staff Scheduling & Roster Management, Shift Planning & Coverage Management, Schedule Bid Development, Attendance Tracking, Shift Management & Staff Supervision, Inventory Management, Vendor & Supplier Negotiation, Financial & Budget Management, Adaptability in Fast-Paced Environments, MS Office (Word, Excel, Outlook, PowerPoint), Attention to Detail & Accuracy, Time Management

PROFESSIONAL EXPERIENCE

Shift Manager Exxon Gas Station & Auto Workshop, Elizabeth NJ 2025 - Present

- Supervise daily operations including opening and closing procedures, staff coordination, and shift reporting.

- Receive and check in customer vehicles arriving overnight for workshop service, ensuring accurate logging and secure key storage.

- Coordinate vehicle handover to customers upon collection, verifying work completion and processing payments.

- Update and manage fuel prices on the POS system in line with daily market rates.

- Process POS transactions, manage cash drawer, and prepare accurate end-of-shift financial reports.

- Deliver fast, friendly customer service and resolve issues professionally in a high-traffic environment.

- Manage inventory, product displays, and store cleanliness standards. Head of Economics Egyptian Community in Georgia, Tbilisi Georgia 2022 - 2024

- Led financial planning, budgeting, and reporting for a community organisation.

- Built relationships with local businesses and coordinated joint initiatives.

- Organised economic workshops and provided guidance to community members. Owner & General Manager Allez Tours, Tbilisi Georgia 2020 - 2024

- Delivered high-quality customer service to international travellers, maintaining strong satisfaction scores.

- Built and managed daily, weekly, and monthly work schedules for a team of 15+ drivers and 15+ tour guides — ensuring adequate coverage at all times.

- Approved and denied shift trades, time off requests, and schedule changes while communicating updates clearly to all staff.

- Anticipated and resolved scheduling conflicts quickly to maintain smooth daily operations.

- Booked and managed airline ticket reservations for guests across multiple airlines and destinations.

- Assisted guests with visa applications, ensuring accurate documentation and timely submission.

- Arranged travel insurance for clients, advising on suitable coverage based on their travel needs.

- Managed reservations, logistics, transportation, and hotel partnerships end-to-end.

- Oversaw financial operations, payroll, and vendor payments for a multi-staff business.

- Resolved client issues swiftly, protecting the company reputation and repeat-customer base. Owner & Manager Sandwich Hut, Tbilisi Georgia 2020 - 2023

- Built and managed daily work schedules for 9 staff members across 3 shifts of 3 employees each, ensuring full coverage at all times.

- Approved shift trades, time off requests, and last-minute schedule changes while keeping operations running smoothly.

- Managed daily food-service operations including supplier negotiations, purchasing, and inventory control.

- Upheld food safety, hygiene, and service quality standards consistently.

- Trained and supervised staff and resolved customer complaints to maintain high satisfaction. Tour Guide & Tour Operator Free Spirit Tours, Georgia 2016 - 2020

- Guided international travellers through cultural and historical sites across Georgia.

- Assisted clients with hotel, itinerary, and activity planning.

- Resolved on-tour issues efficiently ensuring smooth and memorable travel experiences. EDUCATION

Bachelor of Business Administration

Canadian International College, Cairo, Egypt 2013 - 2017 French System High School & College Diploma

Saint Jean Baptiste de La Salle - Freres, Cairo, Egypt LANGUAGES

Arabic (Native) English (Fluent) Georgian (Intermediate) French (Intermediate)

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