Summary
Overview
Work history
Education
Skills
Certification
Languages
Personal Information
Timeline
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Aneeq Rizvi

Aneeq Rizvi

Islamabad,Pakistan

Summary

Seasoned professional with extensive experience in customer service management and airline operations coordination. Expertise in safety protocols, flight disruption management, and client relations, driving revenue and enhancing passenger experience. Proficient in reservations, communications, problem resolution, and performance analysis, with a strong focus on regulatory compliance. Skilled in decision-making, staff supervision, and compliance monitoring. Well-versed in aviation management, aircraft handling, and industry systems such as Sabre and ALTEA. Strong leadership, time management, and workflow management abilities. Career goal: further expertise in aviation management to optimize operational efficiency.

Overview

14
14
years of professional experience
4
4
years of post-secondary education
1
1
Certification

Work history

Airport Duty Supervisor

Etihad Airways
Islamabad
06.2024 - Current
  • Oversaw all operations at Etihad Airways hub as Airport Duty Supervisor
  • Improve the NPS or KPIs of Etihad Airways on ISB Station by improving customer services as per EY Standards.
  • Increase revenue by focusing on EBTs, Seat selling, and Instant Upgrades
  • To monitor Ramp activities and to ensure timely pushback of aircraft during ground time.
  • To oversee the baggage issues upon arrival

Senior Passenger Services Officer

Menzies RAS
Islamabad
01.2024 - 06.2024
  • Worked as a Senior Officer on the improvement areas of Islamabad Airport
  • Customer Services
  • Training of Staff
  • Safety Protocols
  • Ramp Handling

Customer Service Agent

DNATA
Dubai
08.2022 - 08.2023
  • Managed check-in and boarding operations for major airlines, enhancing passenger experience and satisfaction
  • Oversaw Flight Management Unit, ensuring compliance and efficient handling of airline-specific operational protocols
  • Executed Cash Collection Officer duties at gates, maintaining accuracy and security in financial transactions
  • Implemented airline policies, contributing to the maintenance of high safety and service standards
  • Streamlined operational processes for three major airlines, fostering on-time departures and operational excellence
  • Liaised effectively between airlines and airport services to ensure seamless daily operations
  • Addressed and resolved passenger queries at check-in, enhancing customer service and problem resolution
  • Conducted comprehensive document checks, ensuring adherence to international travel and safety regulations
  • Delivered safety and emergency briefings, maintaining compliance with aviation industry standards

Duty Operation Supervisor

Gerry’s Dnata
Islamabad
09.2021 - 08.2022
  • Led airport operations as Duty Supervisor, driving team to meet station KPIs and ensure flight punctuality
  • Forged and nurtured collaborative relationships with all airport agencies, fostering a supportive work environment
  • Directed Etihad Airways flight supervision, addressing real-time issues to maintain service excellence
  • Achieved certification from Abu Dhabi Training Academy, elevating personal and team operational proficiency
  • Orchestrated safety and security briefings, ensuring staff adherence to strict aviation compliance measures
  • Managed timely check-in counter closures, optimizing workflow for on-time flight departures
  • Actively responded to official correspondence and customer complaints, upholding Etihad Airways' service standards
  • Reinforced Etihad Airways' core values among staff, ensuring a consistent customer service experience
  • Spearheaded revenue-generating initiatives, meticulously maintaining manual revenue documentation and reporting
  • Facilitated regular operational briefings, addressing challenges to improve overall flight operations

Guest Response Coordinator / Admin

Etihad Airways
Abu Dhabi
06.2020 - 07.2021
  • Compiled disruption reports, improving the management of daily operations and mitigating guest inconveniences
  • Addressed live aircraft complaints via ACARS; coordinated compensation and accommodations for disrupted guests
  • Managed network-wide INADS and medical offloads, ensuring guest safety and compliance with regulations
  • Facilitated staff assignments for rapid connections, increasing efficiency in passenger transfers and satisfaction
  • Negotiated with hotels and embassies, securing necessary arrangements for guests under exceptional circumstances
  • Handled medical offloads in collaboration with healthcare facilities, prioritizing guest health and safety

Guest Control Support Agent (NOC)

Etihad Airways
Abu Dhabi
10.2018 - 05.2020
  • Delivered outstanding customer service, resolving queries in line with company policy and guest satisfaction
  • Managed rebooking and baggage tag re-association during flight irregularities, minimizing guest inconvenience
  • Efficiently handled Denied Boarding situations, ensuring fair rebooking and compensation according to policy
  • Executed ad-hoc rebooking requests, offering tailored solutions for guests during network disruptions
  • Oversaw dispensation management for overbooked flights, maintaining guest relations and operational integrity
  • Maintained up-to-date knowledge of products, services, and policies for accurate guest communication
  • Engaged in continuous skill enhancement, staying abreast of evolving technical and service protocols
  • Achieved quality service standards in call management, email handling, and queue management
  • Collaborated with network hubs for efficient guest rebooking during operational challenges

Transfer Controller

Etihad Airways
Abu Dhabi
01.2014 - 10.2018
  • Allocated staff efficiently for swift guest connections, handling INAD and crew handovers
  • Prepared operational reports, providing insights for daily performance optimization and strategic planning
  • Made critical decisions on passenger linkages to flights, improving connection reliability and satisfaction
  • Fostered collaboration between HCC and transfer desks, enhancing communication and guest experiences
  • Coordinated staff to manage guest transfers, streamlining operations for better efficiency and service

Transfer Desk Agent

Etihad Airways
Abu Dhabi
  • Resolved transit area guest issues, offering swift solutions to enhance their travel experience
  • Assisted with guest connectivity, minimizing misconnections, and maintaining high service standards
  • Collaborated with baggage handlers, ensuring accurate and timely luggage transfer for guests
  • Managed DNBs, INADs, and deportees, upholding compliance with airline and regulatory policies
  • Guided guests to appropriate gates, providing personal assistance and improving airport navigation

Flight Supervisor

Turkish Airlines and RAK Airways
03.2011 - 08.2013
  • Supervised counter operations, ensuring passport and document accuracy for international travel compliance
  • Handled passenger concerns, delivering high-quality service and problem resolution at check-in counters
  • Managed arrival and departure crew logistics, optimizing staff allocation and operational workflow
  • Coordinated with segregation staff for efficient baggage transfer, enhancing the guest travel experience
  • Finalized flights, ensuring accurate reports for senior management and adherence to airline procedures

Education

Bachelor of Business Administration - Finance

Air University
Islamabad, Pakistan
09.2005 - 07.2009

Skills

Customer Service Management

  • Airline Operations Coordination
  • Safety Protocol
  • Flight Disruption Management
  • Client Relations
  • Revenue Generation
  • Passenger Experience Enhancement
  • Reservations
  • Communications
  • Problem Resolution
  • Performance Analysis
  • Records Management
  • Regulatory Compliance
  • Decision Making
  • Critical Thinking
  • Staff supervision
  • Compliance monitoring
  • Aviation management
  • Aircraft handling expertise
  • Time Management
  • Workflow Management
  • Team Leadership
  • Microsoft Office (Word, Excel, PowerPoint & Outlook)
  • Sabre Check-In, Reservation, and Operations (Etihad Airways)
  • TROYAA System (Turkish Airlines)
  • MAX System (Emirates Airlines and RAK Airways)
  • AS Connect
  • Sabre System (Oman Air)
  • ALTEA (Qatar Airways)
  • Epiphany
  • Sprinkler (Social Media Handling)
  • I-Flight NEO (Operations)
  • AIRCOM (ACCARS)
  • AIMS
  • Amadeus
  • SPSS (Statistical Package for the Social Sciences)

Certification

  • Etihad Graduation Passenger Services Skills
  • Anti-Fraud Documents
  • OPEX (Operational Excellence)
  • Altea CM and Amadeus Reservations
  • Dangerous Goods Regulations (CAT-9)
  • Privacy and Data Protection Basics: A Knowledge Check
  • Fatigue Risk Management System for Crew Services and Safety Investigators
  • Roles and Responsibilities of Fire Wardens
  • Safety in the Heat
  • Emergency Response Awareness
  • Occupational Safety and Health: Basic Principles
  • Processing Personal Data
  • Sabre R&T Workshop
  • Aviation Security
  • Examining Travel Documents

Languages

English
Fluent
Urdu
Fluent
Punjabi
Advanced
Arabic
Elementary

Personal Information

  • Date of birth: 01/22/88
  • Nationality: Pakistani
  • Marital status: Married

Timeline

Airport Duty Supervisor

Etihad Airways
06.2024 - Current

Senior Passenger Services Officer

Menzies RAS
01.2024 - 06.2024

Customer Service Agent

DNATA
08.2022 - 08.2023

Duty Operation Supervisor

Gerry’s Dnata
09.2021 - 08.2022

Guest Response Coordinator / Admin

Etihad Airways
06.2020 - 07.2021

Guest Control Support Agent (NOC)

Etihad Airways
10.2018 - 05.2020

Transfer Controller

Etihad Airways
01.2014 - 10.2018

Flight Supervisor

Turkish Airlines and RAK Airways
03.2011 - 08.2013

Bachelor of Business Administration - Finance

Air University
09.2005 - 07.2009

Transfer Desk Agent

Etihad Airways

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Aneeq Rizvi