Haroon Mirza
Perth
Summary
Dedicated professional with extensive experience in customer service and airport operations. Proven track record as an Airport Supervisor at Sodexo, managing day-to-day operations with a focus on efficiency and customer satisfaction. Previously served as a Customer Service Supervisor at AusFlight Handling, demonstrating exceptional leadership skills in handling various customer needs and ensuring smooth operations. Strong communicator adept at fostering positive relationships with both customers and team members.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Guest Services Supervisor
Swissport
03.2024 - Current
- Supervision of Airport operations (Boarding gates, Checkin, Baggage services, AMCO/MOCO, Service desks)
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Customer service supervision
- Ticketing
- End of day accounting and sales report
- Airline Reports
- Staff management
- Timesheet (Pay approvals)
- Client satisfaction, KPIs
- Flight disruption management
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Provided comprehensive training to new hires on company policies, procedures, and customer service expectations.
- Supported team members by offering constructive feedback and coaching as needed.
Trainer
Virgin Australia
10.2023 - Current
- Ramp Trainer VARA(F100, A320, 737)
- Guest Services Trainer VARA ( Checkin/Boarding)
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
Airport Supervisor
Sodexo
07.2023 - 03.2024
- Responsible for whole Airport
- Oversight of Terminal
- Supervision/Management of Airport operations (Boarding gates, Checkin, Baggage services, AMCO/MOCO)
- Team leader for all airport departments
- Flight Scheduling (Weekly Flight Schedules)
- Rosters for all airport department
- Maintenance reports
- Airport Audits and safety reporting
- Staff management and training
- Flights paperwork
- Supervision of AROs
- Fostered a positive work environment among team members through open communication channels and recognition initiatives.
- Oversaw terminal maintenance programs to ensure cleanliness and functionality of facilities at all times.
- Planned for future airport services by developing master plan and determining short and long-term operational needs.
- Maintained a high level of safety within the airport premises by enforcing strict adherence to safety protocols and conducting regular inspections.
- Improved customer satisfaction levels through regular training and performance evaluation of airport staff.
- Managed airport staff effectively by providing clear objectives, feedback, and opportunities for professional growth.
Customer Service Supervisor
Aus Flight Handling
10.2022 - 10.2023
- Supervision and managing of team
- Coordination with ACC and ATC, Airline ops centre and air crew for aircraft movements.
- In-charge of all the flight related paperwork.
- Approving timesheets (Payroll)
- Checkin staff rosters
Ramp Supervisor & Catering Manager
Aus Flight Handling
01.2022 - 07.2023
- Supervisor of team and assigning duties.
- GSE checks and daily audits.
- Coordinate, Coach and assist on ramp
- Baggage and freight paperwork checks
- Ramp staff rosters
- Achieved timely flight departures through effective management of ground handling services, including baggage handling and cabin cleaning.
- Reduced aircraft turnaround time with meticulous planning, coordination, and communication among the team members.
- Maintain accurate records of all ramp activities for reporting purposes.
- Maintained documentation, completed shift paperwork and submitted information for team payroll.
- Ensuring the orders for food and other consumables are completed including crew meals.
- Weekly stocktakes of Airline's catering storage.
Ramp Agent
Aus Flight Handling
05.2020 - 12.2022
- Efficiently operated ground service equipment, such as tugs and belt loaders, to facilitate smooth handling of baggage and cargo.
- Guided aircraft into and out of parking positions using hand signals.
- Tracked flight schedules to promote on-time landings and avoid loading delays.
- Aircraft dispatching, cleaning and catering.
Education
Bachelor of Aviation - Aviation
Edith Cowan University
Perth, WA06.2020
Associate Degree of Aviation - Aviation Management And Operations
South Metropolitan TAFE
Bentley, WA12.2018
Skills
- Customer service standards
- Greeting customers
- Conflict Management
- Guest Relations
- Team Management
- Operations Management
- Processing payments
- Customer service abilities
- Customer Relationship Management
- Check-in procedures
- Team Training
- Budgeting and finance
- Teamwork and Leadership
- Computer Skills
- Staff Training
- Decision-Making
Certification
- Damp Supervisor issued by CASA
- First Aid certificate issued by Priority 1
- Aeronautical Radio Operator Certificate issued by AMS - CASA
- Police check issued by WA Police
- Dangerous Goods by Air course by DG & Safety
Languages
English
Native or Bilingual
Timeline
Guest Services Supervisor
Swissport
03.2024 - Current
Trainer
Virgin Australia
10.2023 - Current
Airport Supervisor
Sodexo
07.2023 - 03.2024
Customer Service Supervisor
Aus Flight Handling
10.2022 - 10.2023
Ramp Supervisor & Catering Manager
Aus Flight Handling
01.2022 - 07.2023
Ramp Agent
Aus Flight Handling
05.2020 - 12.2022
Bachelor of Aviation - Aviation
Edith Cowan University
Associate Degree of Aviation - Aviation Management And Operations
South Metropolitan TAFE
- Damp Supervisor issued by CASA
- First Aid certificate issued by Priority 1
- Aeronautical Radio Operator Certificate issued by AMS - CASA
- Police check issued by WA Police
- Dangerous Goods by Air course by DG & Safety
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