UMAR MUHAMMAD
Hotoro Area, Nassarawa Kano
Summary
Highly qualified Passenger Service Supervisor seeking new challenges and opportunities for professional growth and advancement. Bringing over 10 years of knowledge of the Travel industry and willingness to go the extra mile to provide exceptional customer service. Passionate about travel and helping others.
Overview
8
8
years of professional experience
Work History
Airport Service Agent
QATAR AIRWAYS
Kano, KN
05.2022 - Current
- Resolved various passenger issues by maintaining professionalism and effective communication at all times.
- Provided timely updates on flight information through clear public announcements, keeping passengers well-informed about any changes or delays
- Enhanced customer satisfaction by efficiently managing check-in and boarding processes for passengers
- Managed lost-and-found services efficiently which resulted in successful recovery of passenger belongings
- Proactively identified potential issues in the boarding process and provided swift solutions to minimize disruptions
- Managed the ticketing counter, providing swift and accurate service for all flight reservations and changes
- Evaluated contracted GHA job performance and motivated them to improve productivity.
- Verifying identification and travel documents to efficiently
board passengers for on-time departure. - Provided detailed monthly departmental reports and updates to station manager.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Supervising GHA staff during all flight to ensure Qatar
Airways standards of service quality is maintained. - Ensure required pre and post-flight administration is conducted
timely, and records accurately all flight activities. - Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Airline Customer Service Agent
AIR PEACE
Sokoto, SO
04.2018 - 11.2021
- Processed ticket sales accurately, ensuring correct fare calculations and efficient booking procedures were followed
- Proactively assisted passengers with baggage issues, minimizing delays and enhancing satisfaction
- Adapted communication style based on each individual's needs, providing clear instructions for non-native English speakers or those requiring additional support
- Handles customer complaints regarding ticketing issues, lost baggage, canceled or delayed flights.
- Responsible for re-booking passengers when necessary.
- Ensure that all flights go out on time, while maintaining all airline and TSA rules and guidelines.
- Maintains level of service expectations of both passenger and airline customer at all times.
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
- Escalated customer satisfaction ratings by offering valuable insights to customers needs and expectations.
- Provided exceptional customer service with empathetic listening and effective problem-solving skills
Passenger Service Agent
MAX AIR
Kano, KN
01.2016 - 02.2018
- Contributed to the achievement of on-time departure goals through efficient gate management processes
- Ensured compliance with safety regulations, adhering to strict guidelines during boarding procedures
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations
- Coordinate all ticketing issues including complicated group travel and creative independent itineraries.
- Generated flight reservations and issue boarding pass as well as
airline tickets. - Deny boarding, when appropriate, to passengers presenting a
possible security or safety threat. - Address passenger concerns regarding seating and special
assistance. - Supervised check in baggage and ensure company regulations regarding size/weight are complied with.
Education
Diploma - Computer Science
Usmanu Danfodiyo University, Sokoto
Sokoto, Sokoto State, Nigeria12.2019
Some College (Degree) - Computer Science
Shehu Shagari College of Education, Sokoto
Sokoto, Sokoto State, Nigeria02.2013
Skills
- Superior communication skills
- Strong organizational skills
- Vast knowledge in Airline computer systems
- Experience including: AMADEUS, SABRE, Microsoft Office Package
- Vast Knowledge of ALTEA DCS, and Upgrade On Departure with Q points
- Skill on Aircraft Turnaround Checks, such as Loading and unloading ULDs in/out of Cargo hold
- Vast destination knowledge
- Excellent customer service skills
- Superior conflict resolution
- Enforce company safety
- Leadership
- Ground Safety and Security certified
- Outlook Mail, MS Teams
Timeline
Airport Service Agent
QATAR AIRWAYS
05.2022 - Current
Airline Customer Service Agent
AIR PEACE
04.2018 - 11.2021
Passenger Service Agent
MAX AIR
01.2016 - 02.2018
Diploma - Computer Science
Usmanu Danfodiyo University, Sokoto
Some College (Degree) - Computer Science
Shehu Shagari College of Education, Sokoto
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