NADIA BADSHA
AUCKLAND
Summary
Courteous Customer Service Representative with over 4 years of experience in the Aviation industry. Adept at making critical decisions in a fast-paced environment, while being service orientated. Exceptional communication skills assisting passengers through various situations. Self-motivated to be effective in a demanding environment while supporting others to overcome obstacles. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Ability to handle multiple tasks simultaneously across numerous software with a high degree of accuracy. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Gate Agent
Air New Zealand
05.2022 - Current
- Responsible for making sure flight schedules are respected.
- Responsible for boarding process, getting 200-300 passengers onto the aircraft.
- Monitored gate areas and addressed security situations with management to maintain operational protocol.
- Communicated with various site personnel by relaying information via radio calls to ensure seamless and on-time boarding.
- Managed large volumes of incoming and outgoing calls, accurately providing information to customers.
- Assisted customers with seat availability, gate announcements and flight status to increase boarding efficiency.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills while addressing concerns and resolving issues.
- Processed information quickly to take immediate action during unexpected or serious situations.
Contact Centre Officer – Centralised Unit Housing
Ministry of Social Development
10.2020 - 05.2022
- Assisted callers through multitude of situations
- Managed over 50 customer calls per day
- Considerable amount of processing data into multiple software platforms
- Remained resilient and calm under pressure
- Provided range of support services and solutions to New Zealanders in need
- Enjoyed working with people from diverse backgrounds
- Understood the importance of stable housing and its effects on physical and mental health, especially to those in the Maori community
- Knowledge of MSD’s products and services
- Listened to client’s situation and made good decisions to ensure they were supported
- Culturally aware, used a courteous and empathetic manner in all interactions to build trust with clients
- Ensured client’s privacy was always protected
Customer Service Agent - Premium Check In
Air New Zealand
09.2018 - 05.2020
- Focused on enhancing customer journey
- Obtained a high standard of grooming and presentation
- Ability to remain calm and focused under pressure during disrupts and aircraft changes
- Adaptive to AQQ and other system outages
- Delivered the highest level of customer service to all passengers
- Knowledge of frequent flyer tier benefits
- Correctly used Carina DCS to identify passport, visa and outward ticket requirements
- Built relationships with internal and external customers
- Mindful of helping other team members during busy periods
- Reliable work record.
Front of House/ Waitress
Best Western Ellerslie International
04.2014 - 10.2018
- Computed bills collected payments and made change for guests
- Greeted, registered and assigned rooms to guests of hotels or motels
- Answered department telephone calls, using correct salutations and telephone etiquette
- Made and confirmed reservations
- Posted charges for rooms, food, liquor, or telephone calls, to ledgers manually or by using computers
- Verified customers' credit and established how the customer would pay for the accommodation
- Recipient of multiple positive reviews acknowledging dedication to excellent customer service
- Displayed enthusiasm and knowledge about the restaurant's menu and products.
Event Services / Bar Attendant
Auckland Regional Facilities - Auckland Live
04.2018 - 09.2018
- Greeted and showed patrons to correct seats in venue
- Scanned tickets at doors
- Correctly handled cash float
- Successfully served alcohol under license
- Correctly used POS systems at till
- Good social skills and a caring attitude towards the well-being of patrons
- Carried out evacuation processes accurately.
Education
BACHELOR OF ARTS - Criminology
University Of Auckland
01.2020
SECONDARY EDUCATION -
Auckland Girls Grammar School
01.2015
Skills
- Skilled problem solver
- Perceptive thinking
- Team player
- Resilient
- Reliant and focused
- Constant desire for helping others
- Polite and helpful
- Negotiator
- Ability to work under pressure
- Punctual
- Data Entry
- Decision-Making
Certification
- NCEA Level 1
- NCEA Level 1 English Advanced endorsed with Merit.
- NCEA Level 2 Endorsed with Merit.
- NCEA Level 2 Drama endorsed with Merit.
- NCEA Level 3.
- University Entrance.
- Bachelor of Arts.
Timeline
Gate Agent
Air New Zealand
05.2022 - Current
Contact Centre Officer – Centralised Unit Housing
Ministry of Social Development
10.2020 - 05.2022
Customer Service Agent - Premium Check In
Air New Zealand
09.2018 - 05.2020
Event Services / Bar Attendant
Auckland Regional Facilities - Auckland Live
04.2018 - 09.2018
Front of House/ Waitress
Best Western Ellerslie International
04.2014 - 10.2018
BACHELOR OF ARTS - Criminology
University Of Auckland
SECONDARY EDUCATION -
Auckland Girls Grammar School
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