Salman Hameed
Slough,Berkshire
Summary
Highly motivated and experienced aviation professional with 10 years of experience in the field. Proven ability to lead teams deliver exceptional customer services and ensure smooth operations. Ensuring compliance with safety security and regulatory requirements. Driven Customer Experience Representative known for enhancing client satisfaction and resolving issues promptly. Improved customer retention through personalised service and proactive problem-solving, leading to increased loyalty and positive feedback. Skilled in listening, empathy, and communication, creating lasting relationships and boosting overall customer experience.
Seeking to leverage skills and expertise as a customer experience lead at British Airways.
Overview
11
11
years of professional experience
Work History
Customer experience representative /Gate Team Lead
British Airways
London, London
11.2022 - Current
- Identified opportunities for upselling and cross-selling during interaction with customers.
- Streamlined communication channels for improved customer engagement.
- Demonstrated empathy whilst handling difficult customer interactions, fostering trust.
- Assimilated customer feedback, resulting in better product offerings.
- Maintained comprehensive knowledge of products and services to advise customers accurately.
- Enhanced customer satisfaction by addressing and resolving complaints effectively.
- Led initiatives for customer retention, ensuring business sustainability.
Gate Team Leader
Dnata ground handing
London, London
11.2021 - 11.2022
- Encouraged open communication, fostering positive work culture.
- Introduced innovative solutions which maximised output without compromising quality.
- Implemented new working methods which improved overall efficiency of team operations.
CSA / Allocator / on job Trainer/ supervisor
ASIG tupe to Menzies aviation
London, London
05.2014 - 11.2021
- Handled sensitive information responsibly, maintaining customer trust and confidence.
- Handled multiple tasks simultaneously whilst maintaining quality standards.
- Improved customer satisfaction by promptly addressing and resolving issues.
- Trained new staff members on company procedures, enhancing overall productivity.
- Resolved conflicts effectively using excellent negotiation skills.
- Established rapport with customers through effective communication skills.
- Provided feedback from customers to management for product improvement and enhancements.
- Provided accurate information with detailed product knowledge.
- Demonstrated empathy towards customers' problems, leading to enhanced customer loyalty.
- Explained complex information clearly, resulting in better understanding for customers.
- Communicated effectively with other departments to resolve issues promptly.
- Maintained professional attitude whilst dealing with difficult customers, ensuring resolution of complaints.
- Strictly adhered to company policies during interactions, ensuring compliant work environment.
- Adhered strictly to policies and procedures for continued company compliance.
- Listened actively to customer concerns, confusions and needs for excellent communication.
- Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
- Guaranteed positive customer experiences by efficiently resolving customer concerns and complaints.
- Resolved customer issues using strong interpersonal skills and conflict resolution techniques.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Applied conflict management strategies to deescalate upset customers.
- Took appropriate action to remedy customer dissatisfaction and boost loyalty.
- Applied creative solutions quickly to arising problems impacting customer satisfaction.
- Followed scripts when answering common customer questions.
- Listened actively to offer accurate information and best solution to their needs.
- Maintained clear communication channels to prevent misunderstandings.
- Championed continuous improvement and growth mindset through positive learning.
- Delegated tasks appropriately, achieved balanced workload among team members.
- Conducted performance appraisals with employees for career development discussions.
- Coordinated with other supervisors to maintain consistency across shifts.
- Encouraged open dialogue amongst team members, promoted inclusive work environment.
- Trained new hires and set up mentoring relationships to drive team performance.
- Updated staff on changes to internal policies and procedures for continued compliance and standardisation.
Education
Bachelor of computer Sciences - Business & Computer Sciences
National college of business administration & ECON
Pakistan 02/2000 - 01/2004
Skills
- Customer service excellence
- Problem-solving
- Leadership
- Public Relations
- Aviation Safety and Security Knowledge
- Proactive time management
- Prioritisation capabilities
- Resilience and adaptability
- Proactive attitude
- Clear and affective communications
Languages
English
Fluent
Timeline
Customer experience representative /Gate Team Lead
British Airways
11.2022 - Current
Gate Team Leader
Dnata ground handing
11.2021 - 11.2022
CSA / Allocator / on job Trainer/ supervisor
ASIG tupe to Menzies aviation
05.2014 - 11.2021
Bachelor of computer Sciences - Business & Computer Sciences
National college of business administration & ECON
02/2000 - 01/2004
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