– Senior aviation professional with 14+ years of progressive experience in airport operations, customer experience management, andfacilitation, ensuring seamless passenger journeys and service excellence across all touchpoints — pre-flight, inflight, and post-flight.
– Proven success in customer experience strategy, service quality, and stakeholder coordination within major aviation and hospitality organizations, including Sialkot International Airport, Qatar Airways, PIA, and Emaar.
– Demonstrated expertise in conducting safety and PCAA audits, leading facilitation committee initiatives, and delivering briefings tonational and international delegations (including USA, Australia, and KSA). Adept at developing SOPs, supporting compliance programs, and contributing to the continuous improvement of aviation security and facilitation systems.
– Over 5 years of GCC experience with Qatar Airways, one of the world’s top airlines, managing complex customer relations and process optimizations within a high-pressure, global environment.
– Extensive exposure to airport operations at Sialkot International Airport, lead Facilitation, customer services, housekeeping, and hospitality—including oversight of airport operations, GHA Activities, VVIP/CIP Lounges and confidential movements.
– Supervising 135+ staff across six operational sites, ensuring 24/7 readiness and operational excellence, directly reporting to the CEO, and personally resolving critical issues on-site and on-call.
– Consistently achieved 85–90% of operational KPIs at SIAL, even during high passenger influx and seasonal surges, through optimized workforce planning and real-time issue resolution.
– Skilled in service delivery design, contract & SLA oversight, retail and catering partnerships, and digital CX optimization, driving performance in compliance with GACA, IOSA, ICAO, and national standards.
– Adept at leading large, cross-functional teams, implementing service enhancement programs, and ensuring alignment with brand standards and customer satisfaction objectives.
– Known for fostering a service culture focused on operational efficiency, safety, and passenger satisfaction, while maintaining strict regulatory compliance and continuous improvement in quality systems.
– Well-versed in Oracle, SQL-based systems, and platforms like Dynamics, PRISM, JIRA, CRM, Explorer, and SAP at a user level formanaging operations, reporting, and analysis.