Bilal Khoder Agha
Padstow,NSW
Summary
Motivated and operationally experienced aviation professional seeking to advance into an Airport Controller role at Sydney Airport. With a strong background in flight coordination, airline services, and frontline airport operations, I bring a deep understanding of airside and terminal procedures, safety compliance, and real-time decision-making. I aim to contribute to the smooth, safe, and efficient movement of aircraft and passengers while upholding Sydney Airport’s commitment to excellence and safety.
Overview
10
10
years of professional experience
Work History
Air New Zealand Supervisor
Dnata
12.2023 - Current
- Led a team of frontline service agents to ensure seamless daily airport operations and exceptional customer experiences.
- Supervised check-in, boarding, arrival services, and special handling procedures while maintaining compliance with aviation safety and security protocols.
- Coordinated flight operations with internal departments (baggage, ramp, catering) and external stakeholders (airport authorities, immigration, customs).
- Delivered on-time performance and service recovery by making fast, effective operational decisions during irregular flight situations.
- Mentored new staff, facilitated briefings, and ensured compliance with airline policies, grooming standards, and uniform guidelines.
- Resolved complex passenger issues with professionalism, empathy, and cultural sensitivity, reinforcing the Air New Zealand brand reputation.
- Completed daily reports, shift handovers, and incident documentation for operational transparency and efficiency.
- Supported implementation of new system procedures and continuous improvement initiatives aligned with IATA and company standards.
Advanced Airline Service Agent
Swissport Pty Ltd
05.2022 - 12.2023
- Delivered exceptional passenger services across check-in, boarding, arrivals, and special handling for international airlines, ensuring a smooth and professional airport experience.
- Managed flight control responsibilities, including coordinating aircraft arrivals and departures, gate allocations, and turnaround activities to maintain on-time performance.
- Operated airline and airport systems for check-in, baggage reconciliation, and flight closure, ensuring compliance with IATA and airline standards.
- Responded to flight delays, disruptions, and irregular operations (IROPs) by implementing effective service recovery and operational adjustments.
- Assisted passengers with reduced mobility, unaccompanied minors, and other special service requirements, ensuring care and dignity throughout their journey.
- Maintained excellent communication with airline representatives and internal departments to ensure cohesive and safe daily operations.
Admin/Receptionist
Chirokinetix Sports Medicine & Rehab Clinic
12.2020 - 05.2022
- Managed front desk operations including answering incoming calls, booking and confirming appointments, and accurately entering new client details into clinic management software.
- Developed proficiency in using the clinic's diary and scheduling system to ensure efficient appointment flow.
- Provided prompt, professional, and courteous phone and in-person service to all clients and visitors.
- Greeted and assisted clients upon arrival, maintaining a welcoming and supportive environment.
- Prepared treatment rooms each morning and ensured they were clean, organised, and ready for use; maintained the same standard at close of day.
- Performed additional administrative and operational tasks as required by clinic management to support daily clinic functions.
Service Team Member/Online Team Member
Woolworths
01.2018 - 05.2022
- Merchandised stock, including unloading and unpacking pallets of boxes, while efficiently managing inventory.
- Fostered strong teamwork and sportsmanship by engaging with staff on a collaborative and respectful level.
- Coordinated online order processing and collection, responding promptly to customer inquiries and ensuring orders were picked accurately and delivered within target timeframes (e.g., consistently meeting or exceeding a 16-minute run time).
- Facilitated smooth customer retrieval of online orders through validated parking services, delivering exceptional customer service that consistently exceeded expectations.
- Operated tills/registers and self-serve checkouts, efficiently handling customer queries, processing transactions, and assisting with bag packing.
- Proficient in POS systems and cash handling, maintaining accuracy and accountability during all transactions.
Retail Sales Assistant
Exotica One
01.2016 - 01.2018
- Delivered excellent customer service to ensure a highly satisfying and positive experience for all visitors, working collaboratively with the team.
- Handled cash transactions accurately, ensuring correct change was given and received, and provided receipts as proof of purchase.
- Effectively described product features to customers, promoting sales and encouraging word-of-mouth referrals to family and friends.
- Packaged and bagged purchases neatly and securely to enhance customer satisfaction.
- Maintained a clean and organized merchandise area by promptly tidying and restocking products after customer use.
Education
Bachelor of Health Science - Health Sciences
Western Sydney University
Campbelltown, NSW07-2025
Grade HSC 12 -
East Hills Boys High School
East Hills, NSW11-2020
Fast Forward Program -
UWS Bankstown Campus
Milperra, NSW01-2018
Skills
- Training and mentoring
- Goal oriented
- Operations management
- Staff management
- Customer service
Awards
- Fast Forward Program at UWS 2018
- School Vice-Captain 2014
- Mentor for Special Education Students at East Hills Boys High School 2018-2020
- High School Year 10 RoSA
- HSC Certificate of Completion 2020
High School Work Experience
- Myer Bankstown, June 24-June 30, 2018
- Woolworths Revesby, October 2018
Languages
English
Native or Bilingual
Arabic
Native or Bilingual
Timeline
Air New Zealand Supervisor
Dnata
12.2023 - Current
Advanced Airline Service Agent
Swissport Pty Ltd
05.2022 - 12.2023
Admin/Receptionist
Chirokinetix Sports Medicine & Rehab Clinic
12.2020 - 05.2022
Service Team Member/Online Team Member
Woolworths
01.2018 - 05.2022
Retail Sales Assistant
Exotica One
01.2016 - 01.2018
Bachelor of Health Science - Health Sciences
Western Sydney University
Grade HSC 12 -
East Hills Boys High School
Fast Forward Program -
UWS Bankstown Campus
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