Summary
Overview
Work History
Education
Skills
Timeline
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Hasan Awad

Manchester

Summary

Motivated Civil Engineering graduate currently pursuing an MSc in Quantity Surveying, with real-world experience in fast-paced, customer-focused environments across aviation, government, and public service. Known for remaining calm under pressure and confidently resolving high volumes of customer queries at first contact. I bring a solid foundation in technical problem-solving, shaped by guiding callers through complex tax issues and supporting passengers during operational disruptions. Naturally curious and quick to adapt, I’m now focused on developing my career in quantity surveying combining my people skills, technical understanding, and attention to detail to support cost management and project delivery within the construction industry.

Overview

7
7
years of professional experience

Work History

Ground Handling Operations Support

Morson
02.2025 - Current
  • Led improvements in check-in efficiency by guiding GHA staff on automation and process flow.
  • Provided training and hands-on support for new workflows, and kiosk troubleshooting.
  • Collected and analysed passenger data to recommend operational enhancements.
  • Ensured minimal disruption through prompt resolution of technical faults.

HMRC Customer Service Advisor

Brook Street
05.2024 - 01.2025
  • Handled high volumes of inbound calls, providing accurate support on a wide range of tax-related enquiries in a fast-paced, regulated environment.
  • Maintained strict data security protocols while updating and managing sensitive customer records.
  • Resolved the majority of queries at first contact through active listening, and clear communication.
  • escalated complex cases appropriately, ensuring timely and effective customer resolutions.
  • Contributed to operational efficiency by maintaining accurate records and supporting seamless service delivery.

SIA Security Officer

Controlled Solution Group
08.2018 - 07.2024
  • Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
  • Acted quickly during emergency situations to reduce opportunity for damage and injury.
  • Monitored and authorized entrance and departure of vehicles, cargo trucks, and visitors.
  • Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.

Passenger Service Agent

Swissport International Ltd.
01.2023 - 05.2024
  • Delivered efficient and welcoming customer service at check-in, ticketing, and boarding, ensuring passengers navigated airport processes smoothly.
  • Coordinated with gate and ramp teams to support on-time departures, improving turnaround efficiency and minimising delays.
  • Operated airline systems accurately to process passengers in line with aviation safety and security protocols.
  • Assisted passengers with special requirements, delivering a high standard of care and enhancing the overall travel experience.
  • Maintained professionalism during disruptions, managing queues and providing clear, reassuring communication to passengers.

Education

Master of Science - Quantity Surveying

University of Salford

Bachelor of Science - BEng Civil Engineering

University of Salford

High School Diploma -

Pendleton Sixth Form College

Skills

  • Customer Service Excellence
  • Data Analysis and Reporting
  • Regulatory compliance
  • Team collaboration and leadership
  • Adaptability
  • Problem-solving
  • Communication

Timeline

Ground Handling Operations Support

Morson
02.2025 - Current

HMRC Customer Service Advisor

Brook Street
05.2024 - 01.2025

Passenger Service Agent

Swissport International Ltd.
01.2023 - 05.2024

SIA Security Officer

Controlled Solution Group
08.2018 - 07.2024

Master of Science - Quantity Surveying

University of Salford

Bachelor of Science - BEng Civil Engineering

University of Salford

High School Diploma -

Pendleton Sixth Form College

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Hasan Awad