Shadwa Mohammed
Birmingham,West midland
Summary
Dedicated professional with strong verbal and written communication skills, active listening, and problem-solving abilities. Exceptional in conflict resolution and complaint handling, demonstrating empathy and patience. Known for adaptability, time management, and attention to detail while maintaining professionalism. Proven multitasker with proficiency in telephone etiquette, call logging systems, and first-contact resolution, committed to advancing in customer service excellence.
Overview
8
8
years of professional experience
Work history
Airport customer service agent
Aviation recruitment
Birmingham, West Midlands
2022.05 - Current
- Assisted team in achieving targets through delivery of high-quality customer service during busy periods.
- Maintained professionalism while serving passengers from various cultural backgrounds.
- Managed flight disruptions to minimise passenger inconvenience.
- Assisted passengers with special needs to guarantee comfortable travel experience.
- Welcomed passengers and managed check-in procedures to provide smooth boarding processes.
Hospitality worker
Evolve Hospitality
Birmingham, West Midlands
2018.01 - Current
- Assisted customers with menu choices by providing information on special dishes and personal recommendations.
- Managed food delivery timings to reduce delays for customers.
- Advised customers on ingredients to address allergy and dietary concerns.
- Welcomed customers, presented menus, and highlighted special items available.
- Cleaned glasses and cutlery to maintain high standards of hygiene.
- Checked customer identification to verify age for age-restricted products.
Front desk receptionist
Primer inn
Birmingham, West Midlands
2019.02 - 2020.05
- Facilitated travel arrangements for senior executives to ensure business trips ran smoothly.
- Assisted with administrative tasks including filing paperwork and updating databases.
- Contributed to tracking office supplies to prevent shortages.
- Greeted guests warmly upon arrival, creating a positive first impression of the organisation.
Education
Bachelor of Arts - Aviation airport management
University College Birmingham
Birmingham 09/2021 - 06/2024
Skills
- Verbal and written communication
- Active listening
- Problem-solving
- Conflict resolution
- Complaint handling
- Empathy and patience
- Adaptability
- Time management
- Attention to detail
- Positive attitude
- Professionalism
- Reliability
- Fast learner
- Multitasking ability
- Handling high call volumes
- Telephone etiquette
- Call logging systems
- First-contact resolution
- KPI awareness
Languages
Swedish
Fluent
Arabic
Elementary
English
Fluent
Timeline
Airport customer service agent
Aviation recruitment
2022.05 - Current
Front desk receptionist
Primer inn
2019.02 - 2020.05
Hospitality worker
Evolve Hospitality
2018.01 - Current
Bachelor of Arts - Aviation airport management
University College Birmingham
09/2021 - 06/2024