FARHANA ZAHAN AMINA
DHAKA
Summary
Operations and Client Relations Professional experienced in managing customer service operations and stakeholder communication within international aviation. Delivered high-quality service and maintained professional standards in high-pressure environments through strong analytical skills and advanced proficiency in Microsoft Excel, Power Query, Power Pivot, and developing expertise in Power BI. Focused on transitioning expertise into roles within international development, project coordination, programme operations, administrative support, and data reporting.
Overview
1
1
Certification
8
8
years of professional experience
Work History
Flight Attendant
Saudi Arabia Airlines
Jeddah, Saudi Arabia
05.2015 - 12.2019
- Delivered customer service within international operational environments while maintaining professional service standards
- Collaborated with multicultural teams, adapting communication styles to enhance cross-cultural understanding
- Navigated operational challenges and high-pressure situations, ensuring safety and service excellence
- Practised safety awareness in operational settings
- Facilitated operational service continuity, prioritising customer comfort and adherence to organisational standards
- Skills Applied: International Operations,Teamwork,Crisis Response,Professional Discipline,Communication
Brand Ambassador|Cabin Crew
US-Bangla Airlines
Dhaka, Bangladesh
02.2013 - 02.2015
- Upheld organisational brand standards in customer-facing service operations to enhance brand reputation
- Ensured service excellence through professional communication with customers, fostering positive experiences
- Coordinated team-based operational activities during service delivery to streamline processes and improve customer satisfaction
- Supported customer satisfaction and organisational service quality objectives
- Worked collaboratively within dynamic operational environments
- Applied public communication skills to enhance customer interactions
Sales Executive | Airport Customer Handling Execut
United Airlines
Dhaka, Bangladesh
04.2012 - 12.2012
- Managed customer-facing airport service operations and passenger support activities
- Coordinated service delivery processes, efficiently resolving customer inquiries to enhance overall service experience
- Collaborated with team members to resolve operational challenges, ensuring efficiency and upholding customer satisfaction standards
- Maintained communication with operational teams to ensure service continuity
- Supported daily operational workflow in a time-sensitive environment, facilitating smooth operations and timely service delivery
- Skills Applied: Operations Management ,Customer Relations,Communication,Problem Resolution
Education
Bachelor of Arts - English Literature
Prime University
Dhaka,Bangladesh01-2024
GCSEs - Humanities
Housing State College
Rajshahi, Bangladesh01-2010
Skills
- In-flight food service
- Knowledge of aviation regulations
- Emergency Response
- Crisis management
- Safety procedures
- Safety procedures knowledge
- General first aid
- First Aid care
- Emergency situations management
- Risk and safety assessment
- Aircraft evacuation procedures
- Time management
- Time-sensitive decision making
- Operational efficiency
- Multitasking efficiency
- Multitasking
- Crew coordination
- Team coordination
- In-flight food service
- In-flight meal preparation
- Flight safety demonstration
- Passenger briefings expertise
- Preflight briefings
- Brand representation
- Service quality oversight
- Customer service
- Customer service and communication
- Customer satisfaction
- Customer-Focused attitude
- Professional communication
- Clear communication
- Interpersonal communications
- Bilingual
- Cross-cultural communication
- Emotional support
- Special needs passenger assistance
- Diplomatic approach
- Effective announcement delivery
- Relationship Management
- Training and development
- Documentation
- Company policies
- Company culture and values
- Hospitality
- Hospitality service
- Courtesy in service
- Positive attitude
- Positive outlook
- Adaptable problem solving
- Conflict resolution
- Tolerance under pressure
- Patience under pressure
- Resilience in emergencies
- Calm and positive demeanour
- Effective team member
- Self-discipline
- Physical stamina and agility
- Experience with long-haul flights
- International travel experience
- Alcohol serving regulations
- Company policies
- Relationship Management
- Documentation
- Effective announcement delivery
- Diplomatic approach
- Company culture and values
- In-flight meal preparation
Languages
Arabic
Intermediate
B1
English
Upper Intermediate
B2
Hindi
Advanced
C1
Certification
- Chartered [Best Employee ,Top Five course Achievement by Saudi Airlines ]
- [Educational] certified
- [ALL the Documents] certified
Interests
- I enjoy reading both fiction and non-fiction,especially detective books,because they improve my curiosity and problem solving skills,I love indoor plants they gives me peace and creates a calm environment,traveling is another passion
Accomplishments
- Proven ability to communicate effectively with people from diverse professional and cultural backgrounds.
- Developed strong organizational and coordination skills through experience in service-oriented operations.
- Demonstrated resilience and commitment while adapting to challenging professional circumstances and career transitions.
Additional Information
- Managed customer service and operational responsibilities in the aviation sector while maintaining professionalism,accuracy,and effective communication in a fast-paced work environment.
Reading Books. (fiction and Non-fiction )
- I enjoy reading both fiction and non-fiction books,with a particular interest in detective literature,which strengthens my analytical thinking and curiosi
- I am deeply interested in self-development and productivity-related books.Some of the books i have studies include Atomic Habits by James Clear,Deep work by Cal Newport,Mastery by Robert Greene and other works on time management and professional development.
Timeline
Flight Attendant
Saudi Arabia Airlines
05.2015 - 12.2019
Brand Ambassador|Cabin Crew
US-Bangla Airlines
02.2013 - 02.2015
Sales Executive | Airport Customer Handling Execut
United Airlines
04.2012 - 12.2012
Bachelor of Arts - English Literature
Prime University
GCSEs - Humanities
Housing State College