Ilma Hussain
London,ENG
Summary
Motivated Airport Professional experienced in enhancing passenger experience within fast-paced, high-volume environments. Delivered effective terminal operations and managed passenger flow while responding to incidents and disruptions. Contributed to safety as a detail-oriented security team member, leveraging advanced surveillance techniques to monitor premises and resolve conflicts.
Overview
5
5
years of professional experience
7
7
years of post-secondary education
Work history
Security officer
Heathrow Airport
London
06.2023 - Current
- Maintained a safe and secure environment by monitoring passengers, staff and airport facilities in line with security procedures and regulations.
- Managed passenger interactions professionally, providing clear guidance and support in high pressure situations.
- Demonstrated strong awareness of risk, safety and operational priorities in a fast paced environment.
- Responded effectively to incidents, escalating concerns to management when necessary.
- Trained new members of the security team, raising overall team performance levels.
Customer sales assistant
WHSmith
London
08.2022 - 11.2022
- Assisted passengers with queries and purchases, ensuring smooth experiences.
- Managed customer complaints and escalations with professionalism and composure.
- Collaborated with team members to efficiently maintain store operations during peak periods.
- Prioritised tasks effectively in fast-paced retail environments to meet sales targets.
- Handled cash drawer efficiently, supporting end-of-day reconciliation.
Sales consultant
Oak global
Uxbridge
03.2021 - 09.2021
- Built strong relationships with customers, resulting in repeat business.
- Conducted market research for better understanding of industry trends.
- Yielded higher sales revenue through upselling techniques. Managed over 40 customer calls per day & increased sales by 10%
- Facilitated sales training sessions for improved team performance.
Education
Some College (No Degree) - Business
Uxbridge College
Uxbridge 09.2018 - 07.2019
Some College (No Degree) - Cyber security
Richmond Upon Thames College
Twickenham 09.2020 - 08.2021
GCSE -
Park London Academy
Yiewsley, Hillingdon 09.2013 - 07.2018
Skills
- Customer service excellence - delivering exceptional passenger experiences and resolving queries professionally
- Communication and Collaboration - Clear, professional communication and effective cross-team collaboration
- Operational Disruption and incident response - am able to demonstrate capability, resilience and confidence in handling operational incidents and contingencies
- Analytical & Problem-Solving skills- identifying issues and implementing solutions to improve efficiency and passenger satisfaction
- Building and maintaining strong relationships with colleagues
- Team Leadership - Leading and supporting shift team to achieve high performance standards
Affiliations
- Learning languages to improve communication skills and cultural awareness.
- Martial arts / Gym
- Volunteering and community engagement
Languages
English
Native
Bengali
Native
Spanish
Upper intermediate
References
References available upon request.
Timeline
Security officer
Heathrow Airport
06.2023 - Current
Customer sales assistant
WHSmith
08.2022 - 11.2022
Sales consultant
Oak global
03.2021 - 09.2021
Some College (No Degree) - Cyber security
Richmond Upon Thames College
09.2020 - 08.2021
Some College (No Degree) - Business
Uxbridge College
09.2018 - 07.2019
GCSE -
Park London Academy
09.2013 - 07.2018