Md Ashikur Rahman Email & Phone Number

Dhaka, Bangladesh

- Coordinated activities of Customer Service, ramp, and HR department to ensure operations met and achieved service excellence. - Projected the demand of further flight inclusion or reduction by analyzing consumer behavior facilitating demand management of the airlines.- Ensured accuracy and conformity with related legislation, corporate and divisional regulations, policies and procedures.- Formulated and implemented work duty rosters to obtain optimum utilization of human resources and facilities.- Facilitated all internal and external audits including local and Malaysian Civil Aviation audits.- Prepared monthly financial statements and other financial information for management.- Reconciled account receivables, prepares correcting and period-end journal entries.- Supported senior managers in developing portfolio roadmap while opening new stations. - Served as a key decision maker for effective resolution of complex issues not related to SOP.- Identified opportunities to improve and develop operations processes to achieve greater efficiency.- Managed all third-party contracts i.e. Ground Handler Biman Bangladesh Airlines, Immigration Department, Customs and Civil Aviation Authority.- Lead and actively participated in several meetings with internal and external stakeholders on a regular basis for betterment of business process.- Prepared and reported statistics, documents and other administrative duties pertaining to the operational requirements of the airline.- Researched and analyzed accounting documents to verify validity of transactions processed.- Accumulated, analyzed issues related to operations and communicated to internal and external stakeholders.- Evaluated and trained performance records of employees to increase employee efficiency and service levels.- Analyzed human resources systems to improve talent acquisition and retention.- Trained customer service officers to use Sabre, Amadeus, Navitaire system more competently.

Dhaka, Bangladesh

- Served as key internal contact point communicating operations' effectiveness.- Oversaw the daily ramp operations and provided leadership to all supervisors and front-line staffing.- Received and paid out cash, food coupons and cheques to customers and staffs in case of flight cancellation, controlled, monitored and balanced petty cash, prepared bank deposits, withdrawals, reconciliations and processed financial payments to vendors.- Coordinated and maintained complex inventory system to maintain supplies inventories.- Proficiently set-up, maintained and managed large volumes of information in both manual and electronic systems for the purpose of baggage tracing and reimbursement of fare or travel tax.- Prepared government fees and taxes statements.Performed varied administrative tasks of a general nature for the station and management staff.- Prepared flight manifest for Immigration authorities and ground crew. - Drafted, proofread, edited and formatted correspondence, organized files, created or formatted reports.- Supervised the Ground Service Assistants (GSAs) at the check-in counter and boarding gate.- Handled disruptive passengers as required.- Managed the Baggage Tracing Report and handled upset customers with tact and diplomacy.- Closed daily sales and generation of Daily Cash Summary report.- Analyzed and reconciled different reports for discrepancies and adjusted accordingly.

Dhaka, Bangladesh

- Analyzing business processes to help make the business as efficient as possible.- Managing both the operations process, embracing design, planning, control, performance improvement, and operations strategy.- Keeping up with business trends and economic trends to forecast how the business will need to adapt and change over time. - Conducting performance reviews half yearly and motivating staff. - Ensure all business processes operate smoothly and align with company’s quality standards- Establish production KPIs to maintain the sufficient supply of products and conduct quality assessments. - Monitor daily operations and address potential issues when they arise.- Build processes that meet our business objectives and ensure compliance.- Monitor financial data and recommend solutions to company’s Managing Director that will improve profitability.- Coordinate with the HR department to ensure hiring plans meet business needs. - Take into account the needs of external and internal stakeholders and incorporate them into new strategic plans.- Overseeing cash handling operations of the physical stores, accounting and bank processes.- Generating financial reports on a monthly basis. - Managing marketing initiatives.- Maximizing operating potential to exceed customers’ expectations and company goals.

Dhaka, Bangladesh

- Provided customer service in ticket reservations, baggage tracing, customer check-in, embarkation and disembarkation.- Conducted interviews with clients to assess customer satisfaction level and handled complex customer complains.

Dhaka, Bangladesh

- Manage large amounts of inbound and outbound calls in a timely manner.- Follow communication “scripts” when handling different topics.- Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.- Seize opportunities to upsell products when they arise.- Build sustainable relationships and engage customers by taking the extra mile.- Keep records of all conversations in our call center database in a comprehensible way.- Meet personal/team qualitative and quantitative targets.

Masters In Business Administration, Marketing

Bachelor Of Business Administration - Bba, Marketing