Shama Shabneez Nabi

• Welcome passengers and assists with self-service at Kiosk or counter check in procedures
• Check and confirm the validity of travel documents such as passports and visas
• Weigh baggage and collect any excess weight charges
• Answer general queries about flight times, boarding procedures and airport facilities
• Resolve customer inquiries efficiently, ensuring high satisfaction and loyalty.
• Managed booking systems to streamline flight check-ins and customer interactions.
• Take care of unaccompanied children and people with specific needs
• Assist gate lead at the boarding gates in the final boarding procedures
• Trained new staff on service protocols and operational procedures for improved performance.

• Deal with passenger enquiries about flight departures and arrival
• Check in passengers to their flight
• Provide boarding passes and luggage labels
• Advise passengers about luggage restrictions
• Weigh baggage and collect any excess weight charges
• Take care of unaccompanied children and people with specific needs
• Arriving of flights and marshalling the passengers
• Assist gate agent at the boarding gates to ensure the smooth process of boarding
• Gate Assist

• Handle customer inquiries via email and chat – giving prompt answer to customer questions to maintain department GOS and ACR targets
• Provide knowledgeable help to customers and go the extra mile in providing correct details to customer queries
• Ensure all queries are logged promptly in the DHL Accounting System (ERP) and are actioned accordingly
• Prepare adjustments in GWEB tool to render correct invoice or credit note
• Daily follow ups on unresolved queries
• Monthly reporting on resolved and unresolved queries

• Monitored all accounts payable checks and prepared invoices
• Maintained and updated the status of accounts receivables and payables
• Credit control check – sending email reminder to customers for overdue payments
• Doing bank statement entries and reconcile bank accounts daily
• Monitored stock levels and identify purchasing needs
• Raised purchase orders and maintaining procurement records
• Followed up with suppliers to confirm shipment and shipping documents
• Forwarded all the shipping related documents to the logistics for clearance
• Tracked orders and ensured timely delivery
• Kept records of orders placed and shipments received - updated inventory levels based on these records
• Liaised with warehouse staff to ensure all products arrive in good condition
• Done the costing of the products

Assistant Department Manager - Customer Services (April 2016 – April 2017)

Department Manager - Customer Services (April 2017 – December 2020)

• Managed and supervised staffs - allocated tasks to staffs and monitored the overall performance of the staffs and department
• Achieved targets and implemented strategies to improve sales and motivated staffs to do so
• Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction
• Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability
• Ordered inventory and reported discrepancies to control costs and maintain inventory levels
• Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands
• Worked actively with management team to create daily and weekly sales plans based on weekly sales trends
• Monitored sales floor and merchandise displays to ensure presentable condition, taking corrective action such as restocking or reorganizing products
• Formulated pricing policies by reviewing merchandising activities and determining additional needed sales promotions
• Rotated merchandise and displays to feature new products and promotions

• Adidas, Ripcurl and Quiksilver