MASHAL RIAZ
Birmingham,West Midlands
Summary
Motivated customer service team member.
- Working as ground staff for a reputed airline i.e. Airblue was always very challenging. One of the challenges of working at an airport was dealing with the stress and pressure of ensuring the safety and efficiency of travel for a large number of people. It involved long hours, dealing with difficult or upset passengers, and the need to adhere to strict security protocols although it gave me a huge opportunity to learn about management skills and customer dealing.
Also working at Pepes Piri Piri allowed me to take my experience on a versatile level.
- It made me a dynamic hospitality professional focused on delivering the highest standards of customer service. Thinks critically with a can-do attitude for successful restaurant operations.
Overview
3
3
years of professional experience
2
2
years of post-secondary education
Work History
Front of house host
Pepe's Piri Piri
Birmingham, west midlands
09.2023 - Current
- Processed reservations and take-away orders by phone, answered customer questions and provided accurate waiting times.
- Collaborated with kitchen and serving staff for smooth service operations.
- Cultivated positive guest relations by managing reservation information and orchestrating speedy seatings.
- Provided receipts and invoices and collected payments from customers.
- Resolved guest and employee complaints, maintaining customer satisfaction and workforce effectiveness.
Travel counsellor
Airblue
Peshawar Pakistan
06.2021 - 06.2023
- Handle customer queries with professionalism.
- Maintained flight coordination and supervised the assignment of supplementary helpdesk resources.
- Maintain Gate operations and flight closeouts.
- Responded to clients' questions, issues, and complaints, thinking creatively to formulate effective solutions.
- Advised customers on visas and travel safety.
- Informed clients about cancellation policy and associated penalties.
- Collaborated with security teams and emergency services to resolve urgent situations.
- Created passenger lists for routes and maintained required level of documentation.
- Answering calls, emails and reporting to the upper management.
Education
Master of Arts - International Relations
Coventry University
Coventry 05.2023 -
Bachelor of Arts - International Relations
University of Peshawar
Pakistan 11.2016 - 03.2019
Skills
- Customer service and care
- Incoming call management
- Complaint handling
- Regulations and compliance
- Queue management
- Verbal communication
- Microsoft Office
- Money management
- Flight and hotel reservations
Languages
English
Fluent
Urdu
Native
Persian
Fluent
Accomplishments
- Awarded by “ USA CONSULATE GENERAL PESHAWAR” for participating as a delegated student of International Relations to discuss “ USA Foreign Policy”
- Attended the workshop by “ The INTERNATIONAL COMMITTEE OF THE RED CROSS” and was awarded a certificate for active participation.
- Participated in “PEACE FAIR” arranged by the “INTERNATIONAL RELATIONS STUDENT ASSOCIATION” and was awarded for excellent performance in PEACE FAIR.
- Participated in the seminar “Reforms in FATA: A FUTURISTIC APPROACH FOR ECONOMIC EMPOWERMENT “ and was awarded a certificate.
Timeline
Front of house host
Pepe's Piri Piri
09.2023 - Current
Master of Arts - International Relations
Coventry University
05.2023 -
Travel counsellor
Airblue
06.2021 - 06.2023
Bachelor of Arts - International Relations
University of Peshawar
11.2016 - 03.2019
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