Ahmed Ali

Experienced Security Manager responsible for overseeing and coordinating airport security operations at Heathrow, ensuring compliance with UK and international aviation security regulations. Skilled in leading large teams, managing security screening processes, conducting risk assessments, and responding to incidents effectively. Proven ability to work collaboratively with stakeholders including airlines, government agencies, and emergency services to maintain safe and secure airport environment while driving continuous improvement in security standards and operational efficiency.

As a Security Officer at Heathrow Airport, I was responsible for ensuring the safety and security of passengers, staff, and restricted areas through comprehensive screening procedures. My role involved operating X-ray machines and body scanners to check passengers and baggage for prohibited items, conducting manual searches when necessary, and controlling access to secure zones by verifying identification and travel documents. I carried out regular patrols across terminals to detect and respond to suspicious activity and played a key role in emergency response situations, working alongside emergency services and following strict safety protocols. Throughout, I maintained high standards of customer service, assisting passengers with professionalism and composure, while ensuring full compliance with regulatory requirements.

Promoted to Manager through World Duty Free’s Trainee Leader Scheme after consistently demonstrating strong customer service and leadership skills. Successfully led daily staffing plans to optimise shop floor performance. Now managing the Liquor, Confectionery, and Tobacco section in Terminal 3, driving KPIs through close collaboration with brands, agencies, and staff. Also act as Duty Manager for the terminal, overseeing shift planning, operational issue resolution, and performance across the Main Store and outer units including Arrivals, Transfers, and Glorious Britain.

As a Customer Service Advisor at World Duty Free, I supported Customer Service Leaders in maintaining smooth shop floor operations by ensuring optimal staff coverage and upholding high retail standards. Demonstrated strong customer service skills, a collaborative team attitude, and a commitment to delivering exceptional customer experiences in a fast-paced airport environment.

As a Passenger Ambassador, I delivered high-level, culturally aware face-to-face customer service to international passengers throughout their airport journey—arrival, transit, and departure. Tasked with setting a benchmark for exceptional service, I upheld high standards of grooming and etiquette while providing expert assistance and information to ensure a seamless and premium passenger experience.