Ramp Services Customer Service

Bashir Umar Sule

Ramp Operation Supervisor

Emirates Flight Training Academy

PROFESSIONAL EXPERIENCE

Emirates Flight Training Academy. Dubai, UAE

Intern-Flight Dispatch 2022-Present

●Flight planning and route building.

●Weather observation and forecast and Meteorological studies.

●Notams and MELs

●Aircraft legal fuel requirement and planning.

●Aircraft weight and balance, and performance calculations.

●Operations control center management

●Flight monitoring and following- planned routing deviation, planned flight level, speed, etc.

●Jeppesen manual update- bi-monthly

●UAE-GCAA regulations and AIP studies.

Emirates Flight Training Academy. Dubai, UAE

Ramp Operation Supervisor 2018-Present

Experienced Ramp Services Supervisor with 6+ years of success managing teams of up to 10 ramp agents. Committed to providing punctual and reliable service and am always willing to go the extra mile to ensure the success of my team.

●Responsible for the day-to-day management and supervision of Ramp Services activities.

●Implemented standardized operating procedures and safety guidelines for service activities, ensuring 100% compliance with local and international regulations.

●Reduced safety incidents by 40% and achieved 100% adherence to service obligations.

●Proficiently support and contribute to the investigation of all operational irregularities.

●Collaborate closely with the EFTA Safety Department in conducting internal investigations into accidents/incidents and skillfully recommend remedial actions.

●Skillfully facilitate, monitor, and assess the professional growth of staff during annual performance and development reviews for assigned employees.

●Effectively communicate with ground dispatchers, maintenance teams, and fueling personnel to ensure efficient ground support for aircraft requirements and swift turnarounds.

Emirates GROUP- Dnata Dubai, UAE

Airside Team Leader 2013 - 2018

Managing baggage, cargo, mail, and courier operations. Led a team of 15 staff per task to ensure accurate processing, storage, and dispatch of all Passenger belongings. Successfully participated in implementing a new safety procedure and reporting system that resulted in a 20% reduction in accidents.

●Managing the staff and equipment for the accurate processing, storage, and dispatch of both inbound and outbound Baggage, Cargo, Mail, and Courier.

●Provides leadership and direct supervision to a team of staff to ensure the accurate processing, storage, and dispatch of a specific load and/or equipment in line with service delivery targets and schedules and within the boundaries of safety and regulatory requirements.

●Strictly complies with all relevant company Standard Operating Procedures, Work Instructions, and Airport Authority Standards and Regulatory requirements.

●Responsible for all safety issues (including DGR) and ensures that all team members comply with the always laid down safety regulations. Immediately report to the Supervisor any damage to aircraft, equipment, or any injury to a team member.

First catering producktion Lusaka, Zambia

Assistant Operations Manager 2011-2013

I am proud to be part of the team that start-up Emirates in Lusaka, Zambia. As an experienced catering operations specialist, I played a key role in the training of the Zambian locals in aircraft meal assemblage, aircraft catering loading, and unloading.

●Meal tray setting and cart loading.

●Galley loading and handover to flight attendants.

●Stock rotation and management of airline-branded rotables and consumables.

ASL -EPZE Lagos, Nigeria

Assistant Operations Manager 2006-2010

This was a turning point in my catering operations career pathway. I was sent to our joint venture partner in Zurich, Switzerland for airline catering operations. Upon returning, one of my projects of bringing onboard ladies to our meal assembly section (tray set). This was initially an all-men affair; customers' feedback was mainly missing items on trays. These items are mostly portions- butter, jam, milk jiggers, etc.

●Managing the tray set unit concerning airline customers' specifications.

●Manages the transport team- aircraft loading and unloading.

●Manages the bond stores- Airlines dedicated stores.

TRAINING

●Leadership and Team Management.

-Developing the skills to inspire, guide, and empower customer service teams for exceptional performance and customer satisfaction.

●Data-Driven Customer Service Metrics.

-Leveraging analytics to measure, analyze, and optimize customer service performance for enhanced customer experiences and business success.

●Crisis Management Training.

-Preparing for and effectively handling challenging situations to maintain trust, minimize impact, and turn crises into opportunities for customer loyalty.

Operations Management.

-Planning, organizing, and managing aircraft turnaround activities.

-Improving the team’s efficiency benchmarking on Departmental KPIs

Problem-Solving Technique.

-Problem identifying- clear problem statement.

-Tools and techniques for analyzing problems- getting to the root cause.

-Decision Making skills.

●Safety Management System (SMS).

-Systemic management of safety across the organization

-Safety reporting process

-Management commitment to safety

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●First Aid

-America Health and Safety Institute First Aid at Workplace Certified

●Safety Risk Assessment.

-Assessing inherent or introduced risks, mitigating risks to ALARP, and management of change (MOC)

●BAPP (Behavioral Accident Prevention Process)

-This process seeks to identify the reason why an employee indulges in an at-risk or unsafe act during the process of carrying out a task.

●Airside safety.

-General airside safety concerning aircraft turnaround and movement.

Fire Warden.

-The Emirates Group trained fire Warden.

SKILLS

Airside operations:

-12 years of experience in airside operations, including aircraft loading and unloading, cargo handling, and ground handling.

-Proven ability to manage and supervise a team of 20 ramp agents.

-Excellent knowledge of airside safety procedures and regulations.

Customer service:

-12 years of experience in providing excellent customer service to both internal and external customers.

-Proven ability to resolve customer complaints in a timely and efficient manner.

Logistics:

-7 years of experience in Airline catering operations logistics planning and management.

-Proven ability to optimize the flow of goods and materials.

-Strong understanding of supply chain management principles.

Operations management:

-8+ years of experience in operations management.

-Proven ability to manage and improve the efficiency of operations.

-Strong problem-solving and decision-making skills.

Communication:

-Excellent written and verbal communication skills.

-Proven ability to communicate effectively with both internal and external stakeholders.

Problem-solving:

-Strong problem-solving and decision-making skills.

-Ability to identify and solve problems quickly and efficiently.

Teamwork:

-Proven ability to work effectively as part of a team.

-Strong leadership and delegation skills.

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SOFTWARE SKILLS

-Microsoft Office: Advanced level

(Word, Excel, and PowerPoint for creating reports, spreadsheets, and presentations)

-Belt (airport baggage handling software): Excellent

-PPS- pre-flight Planning System

ACCOMPLISHMENTS

Operational Excellence:

-Implemented streamlined processes for aircraft servicing, leading to a 15% reduction in delays and improving overall flight punctuality.

-Developed and executed a comprehensive safety training program that resulted in a 20% decrease in workplace accidents over two years.

-Successfully managed peak-hour traffic by implementing staggered shift schedules, resulting in a 25% reduction in congestion and ensuring smooth operations during busy periods.

-Successfully managed ramp operations for a high-traffic airport, consistently achieving on-time departures and minimizing turnaround times.

-Collaborated with air traffic control and maintenance teams to coordinate operations, contributing to a 15% reduction in communication-related delays and improving overall efficiency.

Team Leadership:

-Implemented a cross-training program that improved team flexibility and efficiency, resulting in a 25% decrease in operational bottlenecks during peak hours.

-Effectively managed a team of 20 employees, overseeing scheduling, performance evaluations, and professional development plans, resulting in a highly motivated and skilled workforce.

-Led a diverse team of ramp agents, fostering a collaborative work environment and enhancing team morale through regular communication and recognition initiatives.

-Collaborated with customer service teams to implement a passenger assistance program, enhancing the overall travel experience, and receiving consistently positive feedback from passengers.

-Led a team that responded to operational emergencies swiftly and effectively, minimizing passenger disruptions and maintaining a high level of service quality.

EDUCATION

EDITH COWAN UNIVERSITY Dubai Campus, UAE

University Diploma in Aviation Ground Handling Management. 2014 - 2016

●Aviation- Ground Handling Management.

IATA Training and HAVARD BUSINESS REVIEW ONLINE

Diploma in General Aviation Management. 2016

●Aviation Management.

Federal college of fisheries and marine technology Lagos, Nigeria

High National Diploma (HND) Upper Credit Division. 1994 - 1997

●Fisheries Technology

PROFESSIONAL CERTIFICATION AND LICENSE.

Licensed Aircraft/Flight Dispatcher Utah, USA

The United States Federal Aviation Administration (FAA). 2021

●Flight planning and dispatching.

Airport Ramp Services ONLINE

IATA Professional Training and Certification. 2016

●Aviation Ramp Services and operations.

Nigeria Institute of Management Lagos, Nigeria

Professional Manager certification, Membership (MNIM). 2010

●General Management.

CONTACT INFORMATION

PHONE: +971-**-****-***

EMAIL: ad9dlk@r.postjobfree.com

LINKEDINN : www.linkedin.com/in/

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