Abdullah Al Mamun

Experience

• 

  Grameenphone Ltd

  Jan 2012 - Mar 2013

  Call Center Support Supervisor

  Job Objective : Responsible to manage and supervise the Call center operations and to provide effective customer service support to the customers.Key Accountabilities :1.Communicate with customers through calls / emails and assist them with their inquiries.2.Preparing feedback's regarding issues and proposing new scenarios to increase customer's satisfaction.Handling complaints and referring them to the appropriate process.3.Provide follow-up work needed for resolving and closing issues.Monitoring status of calls up to the point of request closure.4.Conduct periodic surveys of customers and potential customers to ensure quality control. Show less

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  Qatar Airways

  May 2013 - Nov 2020

  Job Objective:I will be responsible for all business operations of dining establishment, duties typically include training, scheduling and managing, coaching and developing employees in a corrective manner in line with Company policy. Overseeing inventory, including food and beverages, supplies and other maintenance of equipment. Maintain excellent client relationship ensuring professional services and resolve customer complaints regarding food quality, services and making sure the business complies with health & food safety regulations. This role directs the work of all employees and is responsible for the overall performance of the outlet.Key Accountabilities:1.Execute outlet operations including customer service relationship & inventory management. 2.Assist line manager in monitoring employee, operations & food wastage. 3.Monitor the performance of assigned outlet service.4.Maintain outlet inventory, cleanliness, food rotation & menu service consistency.5.Provide assistance to the dining Services management in all service preparations, kitchen rules, service standards, cleanliness and inventory controls for Dining Services.6.Responsible for training lounge agents for specific duties and responsibilities and ensuring that the standard of service & cleanliness are maintained as per HACCP standard.7.Ensure proper maintenance, cleaning & operations of the outlet and service equipment.8.Responsible for the commercial follow-up of the project by exploring new opportunities and establish contact with existing customers to improve the cafeteria food safety, service quality & hygiene.9.Assist line manager in the execution of administrative function such as reporting, quality assurance & department meetings.10.Coordinate with all concerned departments for smooth operations.11.Evaluate the standard of HACCP and take the corrective action.12.Ensure that every individual staff meet grooming standard workplace with clean shaved/trimmed hair and beard. Show less Job purpose:As a Operations Assembly agent will assist Duty Supervisor in day to day activities of the Assembly section, to ensure the smooth functioning of all operations. Key Accountability:As a Assembly Agent:1.I will be responsible for proper preset of airline food products in the designated areas as per airline specified standards.2. I must ensure proper implementation of all procedures and process as per HACCP guidelines & airline standards.3.I will have complete control of all activities and discharge responsibilities as per set standards.4. I will verify that all preset items are as per flight schedule requirements and assist in training subordinates on day to day activities. 5.Provide updated menu grid information, and complete all assigned reports on time. Maintain and respond to all correspondences with internal departments - Stores, Production, Ware wash & Operations. You should have supervisory skills to lead a team of preset loaders/Sr. Preset loaders in the assigned areas.As a Dispatch Agent: 1.I will be responsible for ensuring correct and safe loading of aircraft, as per the Food Safety Standard and the Galley Loading Plan (GLP).2.I will also be responsible to load the High Loader/ Aircraft as per the agreed time frame, and handover/sign-off the Catering/Bond/Duty Free as per the customer specification and documentation.3.Also, I will be responsible for the catering services provided in the High Loader/ aircraft as per the customer specifications and in accordance to Safety Regulations lay down by the airport authorities.4.Responsible for allocating tasks to Dispatch Assistants, and training of Dispatch Assistants in all dispatch loading procedures.5.On time dispatch of allocated flights as per the schedule. 6.Undertake briefing of staff prior to shift start and allocation of Dispatch Assistants for vehicle loading.7.Adherence to HACCP standards and all other process and procedures. Show less Job Purpose: To manage the team within our staff Lounge. Reporting through to the staff lounge Duty Supervisor & Will lead our team to deliver exceptional customer service to our internal staff lounge customer to ensure they receive the award winning 5-star services. Interact with customers to attend their needs to the best possible manner of hospitality. Key Accountability's:1. Raise the request of Quantity of Food/Beverages for a cycle to the Production Team in the system 2. Store/Update all the data's related to Food/Beverages consumption in the System on a day-to-day basis.3. Ensures beverages security and controls stock levels, and front area of the staff lounge are kept to the required standard of cleanliness and maintenance by hygiene team. 4. Discusses operational problems as well as suggestions to promote food and beverage outlets with Duty Supervisor. 5. Interfaces with customers inside and outside QR group and interfaces with operations teams. 6. Maintains logbook on daily basis 7. Check areas to ensure facilities are adequately cleaned and maintained tables and chairs are correctly set out by the junior Agent.8. Interacts with guests to attend their need to the best possible manner 9. Makes periodical stock-check of crockery, cutlery, linen, glassware and submits he report to Duty Operation Supervisor.10. Coordinates with Operation Supervisor or general cleanliness, maintenance, and repairs by the lounge hygiene Team. 11. Updating all the data's related to Quantity consumption of Food/Beverages in the SharePoint Software on a daily basis. 12. Periodically inspect staff to ensure proper health and sanitation standards are maintained. Show less

  • Senior Lounge Agent - (Qatar Aircraft Catering Company)

    Mar 2018 - Nov 2020

  • Operation Assembly/Dispatch Agent - (Qatar Aircraft Catering Company)

    Jan 2017 - Feb 2018

  • Lounge Agent - (Qatar Aircraft Catering Company)

    May 2013 - Dec 2016
• 

  Human Resources (Crown Cement Group)

  Mar 2021 - Jul 2021

  Safety & Training Coordinator

  Job objectives: As a Safety Coordinators are responsible for planning, implementing, and overseeing company`s employee safety at work. Main duty is to ensure that the company complies and adheres to Occupational Health and Safety (OHS) guidelines to reduce work-related injuries & as a Trainer is a responsible for increasing a company`s productivity by teaching new skills and knowledge to employees. Seminars, lectures, and team exercises to update employees on company goals and procedures.Key Responsibilities:1. As a Safety Officer is responsible for monitoring and assessing hazardous and unsafe situations.2. Developing measures to assure personnel safety.3. Correct unsafe acts or conditions through the regular line of authority.4. Auditing production, keeping on the lookout for any unsafe behavior or breaks in regulations. Assessing risk & possible safety hazards of all aspects of operations.5. Creating analytical reports of safety data. Inspecting production equipment and processes to make sure they are safe.6. Ensuring the work efficiency of the safety equipment from time-to-time. Ability to collect, prepare and analyses reports for the compliance and company audit purpose.7. Identify employee skill sets and determine the kind of training employees need to meet the organization`s workforce and staffing goals. Show less

• 

  Kuwait Airways

  Sept 2021 - now

  AS a Sr. Security (Documents Verification) Officer:Job Objectives: To protect the aviation industry from forged, fraudulently or inadequate obtained travel documents such as passports and visas being used by illegal travelers and as a result save airlines from hefty fines.1. Main roles are Pax Profiling, Passport and visa fraud prevention.2. Travel documents (passport, Visa, Residence permit, etc) verification as per the requirement of immigration of destination country.3. Checking and verifying passenger’s documents to detect forged, counterfeit & expired travel documents.4. Checking the passengers to segregate those documents which don’t fulfill the requirements of destination or transiting country’s immigration regulations.5. Pre - profiling of flights & adding comments if needed Show less Key Responsibilities: AS a Sr. Check in & Boarding Officer:1.Keen examiner of Passport, Visa and others travel Security documents at VIP, Royal, Business & Economy Class Check-In counter.2.Delivering the highest level of Customer Service at all customer touch points for VIP, CIP, Royal, Business & Economy Class Customers.3.Assist passengers in regard to entry requirements, visas, residence permits are met as per destination wise & security procedures at HSIA. 4.vigilant and provide surveillance to KAC property in all areas of Ramp operations.5.Constant liaison with Check-in, Boarding Gate, Ramp, Cargo, Lounge.6.Supervising service partners’ activities for the smooth acceptance of passengers.7.Directing Arriving/Departing passengers to respective areas such as Arrival Hall, Transfer Area, Departure Gate, Lounge, etc.8.Coordinating with Cargo, fueling company, Baggage Make up Area, aircraft loading team, catering suppliers for a smooth turnaround.9.Assist duty officer to handle company material, records, handling revenue documents & company mail.10.Work with GHA and ensure smooth passenger handling.11.Performing pre- & post-flight administration duties.12.Ensure passengers are assisted smoothly through airport facilities & compliance with KAC Safety and Security requirements.15.On Time Performance.AS a Sr. Baggage Services Officer:1.To check and ensure that baggage is received on correct conveyer as displayed on the screen.2.Monitor and record delivery of the baggage and ensure compliance according to airline delivery standards.3.Issue PIR for missing passenger baggage.4.Check pre advice messages for left behind baggage’s due space or payload. 5.Unclaimed baggage for more than 3 hours to make OHD and attach DCS.8.Follow up on mishandled cases, contacting customers and update pending cases and follow ups required.9.Handle damage bag/open bags/tag-less bags/unauthorized bags/wrong k-edits bags etc. Show less As a Senior Administration Officer:key Responsibility:1.Monitoring GD(General Declaration) as per Kuwait Airways Policy.2.Coordination with hotel team for crew wake up - pick up & arranging crew accommodation.3.Coordination with CAAB(Civil Aviation Authority Of Bangladesh) Airport pass Security department regarding Kuwait Airways staff airport pass issue & vehicle registration issue for ramp.4.Making monthly statistics & Air Traffic, Pax & Cargo Movement report for Air Traffic Department in CAAB.5.Making Excess Baggage report for sales team at city office in Dhaka Station.6.Corresponding with Kuwait Headquarter by email regarding INAD/DEPO passengers.7.Proper Handling UMNR(unaccompanied minor).8.Making FAT(Foreign Air Tax) & OW report for sales team at city office.9.Preparing FHR(Flight handling Report) in the system.10.Pre & Post Flight activities record to send Kuwait Headquarters by email. 11.Making report for mishandled baggage & submitted to Airport Authority. Show less

  • Senior Security (Travel Documents Verification) Officer - (KAC-DAC Airport Operation)

    Sept 2021 - now

  • Senior Traffic & Security (Travel Documents Verification) Officer - ( KAC-DAC Airport Operation )

    Sept 2021 - now

  • Senior Administration Officer - (KAC-DAC Airport Operation)

    Sept 2021 - now