AbuBakr Khalid
London,United Kingdom
Summary
A results driven service manager with expertise in effective time management,problem-solving, network communication, and customer relations management. Proficient in airline handling systems such as Navitaire GoNow, Skyspeed, and WorldTracer, with a strong background in performance monitoring and interdepartmental collaboration. Committed to achieving exceptional standards of customer satisfaction and operational excellence.
Overview
11
11
years of professional experience
8
8
years of post-secondary education
Work history
Assistant Passenger Service Manager
Blue Handling Ryanair
08.2023 - 11.2025
- Oversee Ryanair operations at Europe’s largest and busiest airline base while ensuring staff adherence to airline values and core principles.
- Led and inspired a team of up to 80 staff members, upholding company policies and ensuring professionalism.
- Coordinated the allocation of more than 100 flights per shift, overseeing staff break assignments and maintaining smooth operational flow.
- Adaptable in managing Landside (Check in) and Airside (Gates) satellites two and three daily, facilitating a seamless operation.
- Conducted thorough audits on services provided, maintaining top-quality standards consistently.
- Delegated tasks effectively to maximise team potential and productivity.
- Maintained a positive work environment through effective conflict resolution strategies among staff.
- Ensuring all company KPI’S are hit daily through monitoring and motivating staff where needed.
- Exhibited exceptional customer service resolving queries and de-escalating challenging situations.
- Monitoring individual employee performance with appraisals giving feedback on areas of improvement, showing encouragement and support to new staff members, motivating team members to reach their potential.
- Identified training needs and opportunities to provide Continued Professional Development (CPD) for staff promoting growth.
- Adaptable to alternating shifts, providing team support during flight delays caused by disruptions and air traffic strikes.
- Meeting Inadmissible passenger’s on inbound flights and completing offload reports.
Arrivals Manager
Blue Handling
Stansted , Essex
12.2024 - 02.2025
- Boosted department efficiency by streamlining operational processes.
- Supervised project timelines for timely completion using...
- Led performance reviews, identified areas for improvement.
- Delegated tasks efficiently to maximise productivity.
- Created Excel spreadsheet to monitor...
- Coordinated cross-departmental collaboration for improved workflow between Back of House/Front of House and Arrivals improving communication.
Lead Customer Service Agent
Blue Handling Ryanair
01.2022 - 08.2023
- Assist team members with work-related enquiries, promoting performance enhancement and growth by setting a positive example.
- Maintained composure in tense situations, resolving customer-related queries with a proactive approach to prevent escalation.
- Managed overbooked flights by assisting the team in following correct procedures.
- Coordinated with the line manager managing satellites Airside, ensuring timely gate closures while aiding the team resolving complicated issues facilitating a smooth operation.
- Responded to medical emergencies, Inadmissible passengers or disruptive passengers on inbound flights completing necessary reports.
- Supervised check-in coordinating the plotting of up to 20 staff members, assigning breaks, clarifying visa and documentation checks and resolving complex booking issues.
- Managed procedures to enhance productivity and performance within the team and monitored KPI's.
Customer Service Agent
Blue Handling Ryanair
Stansted
08.2021 - 04.2022
- Participated in all activities within passenger services such as checking in passengers, visa and passport checks, baggage tagging, flight boarding, floor walking control queues of passengers and supporting individual team related queries.
- Handled difficult situations calmly, delivered positive outcomes under pressure.
- Provided excellent customer service and always representing the airline in a professional manner.
- Ensured flights were boarded/met on time adhering to Ryanair's 25 minute turnaround procedure.
- Utilised product knowledge to provide accurate information to customers.
- Exceeded targets with strong rapport building and product knowledge.
- Participated in regular training to maintain up-to-date knowledge on company products and policies.
Baggage Handler
Jet2
Stansted
01.2020 - 10.2020
- Communicated with undercroft ensuring the correct bag is allocated to the correct flight.
- Ensured passengers are in the correct areas for flights and boarding.
- Adhered strictly to health and safety guidelines, minimising workplace accidents.
- Followed proper loading techniques to prevent damage to baggage and aircrafts.
- Coordinated well with team members, resulting in smoother operations on the ground.
- Loaded and unloaded aircrafts for efficient turnaround times.
Assistant Manager
EE The Broadway
01.2018 - 01.2019
- Sold phone contracts and implemented promotional extras.
- Handled complaints management effectively.
- Managed daily operations to ensure smooth running of the shop floor.
- Ensured staff are hitting monthly targets.
- Provided excellent customer service leading to repeat business and customer loyalty.
- Managed cash registers accurately reducing discrepancies at end of day reconciliation.
Passenger Service Agent
Swissport
Stansted
01.2018 - 01.2018
- Handled passport and visa checks for Ryanair diligently.
- Supported revenue generation efforts through upselling of airline products and services during check-in process.
- Organised boarding gates with effective communication skills.
- Ensured timely departure of flights by managing pre-boarding activities efficiently.
- Handled disruption cases such as denied boarding situations or flight cancellations calmly.
Sales Consultant
Carphone Warehouse
01.2017 - 01.2018
- Monitored inventory levels to prevent stock shortages and overages.
- Delivered convincing sales pitches to attract new clients.
- Closed complex deals with a strategic and customer-focused approach.
- Dealt with customer queries effectively, maintaining high quality service standards.
Sales for EE
EE
Islington
01.2017 - 01.2017
- Demonstrated respect, friendliness and willingness to help wherever needed to support the team.
- Worked flexible hours, covering nights, weekends and bank holidays.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Delivered exceptional customer service by proactively listening to provide the most suitable products catering to their needs and upselled add-ons.
Supervisor
Martin McColl Ltd
01.2015 - 01.2016
- processed cash and credit card payments.
- Ensured smooth operations and correct procedures followed when opening and closing the store.
- Delegated tasks appropriately, achieved balanced workload among team members.
- Oversaw inventory management to avoid any shortage or excess stock issues.
- Trained new hires and set up mentoring relationships to drive team performance.
Education
Alif Tutorial College
Manor Park, London 01.2005 - 01.2010
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Sir George Monux College
Walthamstow London 01.2010 - 01.2011
BTEC Level 3 - IT (18 Units)
Waltham Forest College
Walthamstow, London 01.2011 - 01.2013
Skills
- Effective time management
- Network Communication
- Customer relations management
- Performance monitoring
- Ticket Desk trained
- proficent in airline handling systems: Navitaire GoNow, Skyspeed and World Tracer
- Team Leadership
- First Aid qualified
Timeline
Arrivals Manager
Blue Handling
12.2024 - 02.2025
Assistant Passenger Service Manager
Blue Handling Ryanair
08.2023 - 11.2025
Lead Customer Service Agent
Blue Handling Ryanair
01.2022 - 08.2023
Customer Service Agent
Blue Handling Ryanair
08.2021 - 04.2022
Baggage Handler
Jet2
01.2020 - 10.2020
Assistant Manager
EE The Broadway
01.2018 - 01.2019
Passenger Service Agent
Swissport
01.2018 - 01.2018
Sales Consultant
Carphone Warehouse
01.2017 - 01.2018
Sales for EE
EE
01.2017 - 01.2017
Supervisor
Martin McColl Ltd
01.2015 - 01.2016
BTEC Level 3 - IT (18 Units)
Waltham Forest College
01.2011 - 01.2013
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Sir George Monux College
01.2010 - 01.2011
Alif Tutorial College
01.2005 - 01.2010