About Zeeshan Raza

  • Academic Level Degree Bachelor
  • Age 33 - 37 Years
  • Industry Management
  • Viewed 33

About me

  • Excellent decision-making and critical thinking skills
  • Passion for Customer Service by following Service Hallmarks
  • Strong analytical skill
  • Strong organizational ability
  • Complete work knowledge of above/below wing operation
  • Positive, initiative-taking, and flexible
  • Team Leader, Team manager, and influencer.
  • Able to work in a challenging environment.
  • Exceptional knowledge of IT (Including Microsoft Office) and business applications.
  • Self-motivative. A collaborator with the ability to motivate a team
  • Strong Communication skills.
  • The desire for learning and self-development
  • Enthusiastic, willing to take on new challenges.

Education

Experience

  • 2022 - Present
    British Airways

    Customer Service Duty Manager (KSA)

    Following are the key highlights of my role.
    • Plan, organize, direct, control, and evaluate flight operation.
    • Ensure compliance with airline procedures.
    • Oversight of the BA operation on the station.
    • Control and manage station budget and seek opportunities to reduce the cost.
    • Set off the handling cost with ancillary sales on the station.
    • Built a strong relationship with suppliers and authorities

  • 2020 - 2021
    British Airways

    Airport Manager (Lahore)

    Key highlights of this role are:
    • Plan, organize, direct, control, and evaluate flight operation.
    • Built a strong relationship with suppliers and authorities.
    • Ensure compliance with airline procedures for safety & security.
    • Oversight of all areas of operation including land and airside.
    • Control and manage station budget and seek opportunities to reduce the cost.
    • Monitor station performance and generate reports for senior management.
    • Deliver the key training to staff.
    • Set off the handling cost with ancillary sales on the station.

  • 2019 - 2020
    British Airways

    Customer Service Duty Manager (Dammam)

    Following are the key highlights of my role.
    • Plan, organize, direct, control, and evaluate flight operation.
    • Ensure compliance with airline procedures.
    • Oversight of the BA operation on the station.
    • Control and manage station budget and seek opportunities to reduce the cost.
    • Set off the handling cost with ancillary sales on the station.
    • Built a strong relationship with suppliers and authorities

  • 2009 - 2019
    British Airways

    Customer Service Executive (Jeddah)

    Following are my responsibilities at Jeddah station: –
    • Plan, organize, direct, control, and evaluate the flight operation during manager leave.
    • Supporting CSDM in all activities including conducting/participating in Monthly Supplier meetings.
    • Supporting CSDM in overflying and scheduling clearances.
    • Supporting CSDM in AOSP and FAOC approvals.
    • SEP Deputy and run/participate in annual exercise.
    • Ensure compliance with airline procedures.
    • Keeping a close eye on the punctuality of the station.
    • Training of ground service provider and British Airways team members.
    • Developing and delivering the required training to GSP.
    • Giving suggestions and ensuring the implementation to improve customer voice results.
    • FM, FLY, and CM Champion for the station.
    • Improving the Airport upgrade and excess baggage collection figures.

  • 2009 - 2009
    British Airways

    Customer Service Executive (Riyadh)

    Following are my responsibilities at Riyadh station: –
    • Plan, organize, direct, control, and evaluate the flight operation during manager leave.
    • Supporting CSDM in all activities including conducting/participating in Monthly Supplier meetings.
    • Supporting CSDM in overflying and scheduling clearances.
    • Supporting CSDM in AOSP and FAOC approvals.
    • SEP Deputy and run/participate in annual exercise.
    • Ensure compliance with airline procedures.
    • Keeping a close eye on the punctuality of the station.
    • Training of ground service provider and British Airways team members.
    • Developing and delivering the required training to GSP.
    • Giving suggestions and ensuring the implementation to improve customer voice results.
    • FM, FLY, and CM Champion for the station.
    • Improving the Airport upgrade and excess baggage collection figures.

  • 2007 - 2008
    British Airways

    Customer Service Supervisor (Islamabad)

    As Turnaround Coordinator, my prime responsibilities were: –
    • Safe and secure turn around which include, Safety of Ground Staff, Safety of Aircraft, and Safety of passengers and their baggage.
    • Coordination with Supervisors of Aircraft Loaders and CLC (Centralized Load Control).
    • Managing precise working times to achieve on-time departures.
    • Incident reporting in case of an incident happen
    As Customer Services Supervisor, my prime responsibilities were: –
    • Preparation and execution of daily plans based on the situation.
    • Authorizing Sale Reports.
    • On time Check-in closure.
    • Be Visible and accessible to all CSA’s for any help.
    As CSS/TRC I have full command on the following systems: –
    • PRS/DCS (Passenger Reception System/Departure Control System)
    • BABS (British Airways Business System)
    • FICO (Flight Information Control Operations)
    • World Tracer (Baggage Tracing System)

  • 2006 - 2007
    British Airways

    Customer Service Agent (Islamabad)

    Being a ticket agent, my Prime responsibilities were: –
    • Solving reservation issues faced at check-in, change of onward connections, and new ticket sales.
    • Making Sale reports.
    • Issuing FIM during disruption.
    • Issuing MCO for date change penalties.
    • Keeping a record of stock in hand.

  • 2006 - 2006
    British Airways

    Tele Retail Sales Agent (Islamabad)

    Main Responsibilities were: –
    • Reservation and Ticketing.
    • Flight Firming.
    • Assisting GSA in resolving system-related issues

  • 2005 - 2006
    Malaysian Airways

    Ticketing Agent (Islamabad)

    Prime responsibilities were: –
    • Reservation, Ticketing Tariff.
    • Dealing with Travel Agents.
    • Sending and receiving PTA’s.
    • Monitoring fortnight sale reports.

  • 2004 - 2005
    Travel Air International (IATA)

    Travel Consultant (Islamabad)

    Main responsibilities were: –
    • Reservation and Ticketing (Domestic and International).
    • Dealing with Direct sales
    • Assisting counter Supervisor in Group Handling.
    • Handling and keeping Corporate Clients with excellent customer service.

Expertise

Customer Service Delivery
Airport Operation Management
REMOTE STATION MANAGEMENT
• Strong organizational ability

Languages

Urdu
Proficient
English
Proficient
Punjabi
Intermediate

Honors & awards

Skills

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