Message

Mohammad Ershad

Reliable Customer Service Agent with extensive knowledge of airline procedures. Adept at customer service relations especially in fast-paced environments where efficient operations are essential to an airline's reputation and other organizations. Experienced with flight booking and problem solving.

Key Skills

Influencing & Motivation Techniques
Decision Making
Problem-solving
Strategic Planning

Professional Experience

Aug 2019
Feb 2020
Airport Service Agent
Flydubai Airlines Chittagong, BD
  • Delivering the highest level of Customer Service at all customer touch points
  • Constant liaison with Check-in, Boarding Gate, Ramp, Cargo, Lounge.
  • Directing Arriving/Departing passengers to respective areas such as Arrival Hall, Transfer Area, Departure Gate, Lounge, etc.
  • Checking entry requirements (visas, residence permits) are met
  • Handling of company mail
  • Performing pre and post-flight administration duties
  • Handling baggage claims
  • Coordinate with passengers to purchase tickets, check-in, board flight in computer based reservation program.
Nov 2017
Aug 2019
Sr. Customer Service Executive
Regent Airways Chittagong, BD
  • Examine passenger documentation to determine destinations & to assign boarding passes.
  • Provide boarding or disembarkation assistance to passengers needing special assistance.
  • Prepare customer invoices & accept payment.
  • Proactively greet passengers, assesses their needs in relates to upgrades.
  • Answer inquiries regarding information such as flight schedules, procedures & policies.
  • Trace lost delayed or mishandled baggage of passengers.
  • Assist VIP passengers and to avoid unconditional situations.
  • Estimate balance and weight of aircraft.
  • Reschedule passengers with aircraft interruptions.
  • Assessed customer service trends and evaluated complaints to determine areas in need of enhancement and align teams to better meet customer demands
Sep 2016
Nov 2017
Airport Service Agent
Flydubai Airlines Chittagong, BD
  • Inspect and verify passenger documentation
  • Issue boarding passes and reschedule passengers affected by flight interruptions or cancellations
  • Manage passenger baggage processing including handling and fee calculation if applicable
  • Assist passengers as needed through arrival and check in processes including support for passengers with special requirements such as unaccompanied minors (UM), VIP passengers and passengers needing wheelchair assistance
  • Produce work-related documentation when required
  • Make public address announcements as required
  • Maintain the highest standards of safety and security at all times
Sep 2015
Jul 2016
Human Resource Executive
Best Western Plus Heritage Hotel Coxs Bazar, BD
  • Reviewing resumes and applications
  • Conducting recruitment interviews and providing the necessary inputs during the hiring process
  • Maintaining HR records, such as those related to compensation, health and medical insurance.
  • Managing workplace safety issues
  • Training new or existing employees
  • Reviewing resumes and applications
  • Conducting recruitment interviews and providing the necessary inputs during the hiring process
  • Maintaining HR records, such as those related to compensation, health and medical insurance.
  • Managing workplace safety issues
  • Training new or existing employees
  • Communicating and explaining the organization's HR policies to the employees
  • Preparation of salary statement
  • Preparing and processing timely distribution of salary, bonus, increment salary slip, leave encashment and full and final settlements
May 2010
Aug 2013
Sr. Sales Executive (Int'l Business Dev.)
Total Group Ltd. Dhaka, BD
  • Conduct competitive analysis for the company and make sure that the company maintain a firm position in the market.
  • Working with the marketing department of the organization and making sure that the company is making profits from the deals and has a good market reputation.
  • Maintaining an ongoing relationship with the old clients and hunting for new potential clients in the market.
  • Plan strategies to create brand awareness among the employees and in the market.
Feb 2009
Feb 2010
Team Leader- Call Center
Hello World Communications Ltd. Chittagong, BD
  • Answering phones from customers professionally and responding to customer inquiries and complaints.
  • Researching required information using available resources.
  • Handling and resolving customer complaints regarding product sales to customer service problems.
  • Providing customers with the organization's service and product information.
  • Processing forms, orders, and applications requested by the customers.
  • Identifying, escalating priority issues and reporting to the high-level management.
  • Routing inbound calls to the appropriate resources.
  • Following up complicated customer calls where required.
  • Completing call notes and call reports as necessary and updating them in the CRM.
  • Obtaining and evaluating all relevant data to handle complaints and inquiries.
  • Recording details of comments, inquiries, complaints, and actions taken.
  • Managing administration, communicating and coordinating with internal departments.
Nov 2006
Oct 2008
Project Executive (Event Management)
Twenty Four Degrees LLC. Dubai, AE
  • Select a venue for a client and hire vendors
  • Negotiate costs with clients and vendors
  • Ensure vendors deliver on their services as agreed
  • Scrutinize bills before seeking approval payments
  • Work closely with the client so as to iron out grey areas
  • Set and deliver service based on the timeline agreed with the client
  • Provide direction, motivation, leadership, and support for his/her team
  • Ensure excellent customer service
  • Handle operational and administrative functions to ensure projects are delivered efficiently
  • Give suggestions on how to enhance an event
  • Ensure that an event is successfully held without hitches
Feb 2003
Jun 2006
Passenger Service Agent (Dnata)
Emirates Airlines Dubai, AE
  • Support passengers on arriving international flights.
  • Extend customer service and information to passengers.
  • Document international departures.
  • Check passenger departure documentation.
  • Execute Ticket and baggage tag printing equipment.
  • Welcome and check-in passengers.
  • Offer frontline customer service to passengers.
  • Supervise aircraft cleaning process.
  • Coordinate with passengers to purchase tickets, check-in, board flight in computer based reservation program.
  • Present work related documentation.
  • Support unaccompanied minors.

Education

Mar 2010
Feb 2012
Bachelor of Business Administration (Marketing) in
Southern University of Bangladesh
May 2000
Jun 2001
Advanced Level (Edexcel Board) in Royal Institute
Feb 1989
Jun 1999
Secondary School- (CBSE Board-New Delhi) in Gulf Asian English School

Certifications

2018
Load & Trim Controller- Aircraft
Regent Airways

Achievements

2016
Employee of the Month 2016
The achievement was an appreciation to me from the Hotel for being special help to the staffs. Without the support of staffs I woudn't have made it. 

Quote

“There is a real magic in enthusiasm. It spells the difference between mediocrity and accomplishment.”

Norman Vincent Peale

Hobbies & Interests

  • Camping
  • Computers
  • Cooking
  • Soccer
  • Social media
  • Surfing On Internet

Languages

English
(Fluent)
Bengali
(Fluent)
Hindi
(Fluent)
Arabic
(Basic)
Russian
(Basic)

Career Aspiration

I'm not sure the exact role I want to be in, but I want to continue on a growth trajectory in my field, whether that develops into a people management role, or functional expert, it's hard to say at this point in time.

Get in touch with Mohammad