Mohamed Farhan Abdul Wahid
Singapore
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Airline industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
20
20
years of professional experience
Work History
Supervisor Airport Services
Emirates
02.2023 - 10.2025
- Guide and develop airport services agents to ensure they meet operational requirements and customer service levels.
- Oversee service providers like caterers and cleaning crews to ensure service standards are maintained.
- Address passenger queries, complaints, and baggage claims to restore confidence and ensure a positive experience.
- Analyze issues like overbooking, weather delays, or cancellations and take action to minimize disruption.
- Make sure all pre-flight and post-flight activities, including document checks and lounge duties, are completed correctly and efficiently.
- Ensure all post-flight activities are done to protect company revenue and facilitate customer handling at destinations.
Senior Airport Services Agent
Emirates
01.2015 - 02.2023
- Provide quality services to customers during check-in, boarding, special services and baggage services.
- Provide a safe, efficient, cost effective and timely airport operations to upkeep the image, reputation and service standards of the Company.
- Restoring the goodwill and confidence of customers facing various adverse situations (flight disruptions, denied boarding, etc).
- On time performance and key performance indicators are achieved in line with the Company's standard.
- Leading, guiding and developing fellow colleagues to maintain a discipline and motivated work force.
- Regularly performed audits on all customer services areas (including staff grooming, company's branding, lounge management and chauffeur drive services for premium customers).
- Performing Lounge duties in ensuring the delivery of a consistently high level product for EK premium customers and service suppliers provide the expected level of service.
- Basic understanding on ticket sales/reservations as to contribute to the servicing of Emirates passengers and generate revenue at the airport point of sales.
Customer Service Officer
Singapore Airport Terminal Services (SATS)
01.2011 - 01.2015
- Ground service operations that is flight management, flight departures, arrivals, check-in procedure, delay handling for arrival and departure fights at Changi Airport.
- Main clients are Singapore Airlines and Silk Air.
- Preparing overbooked flight profile - sourcing for alternatives transfer points of flights for the affected passengers during full flight booking.
- Preparation of delayed arrival flights transfers.
- Doing rebooking of flights for misconnected passengers for the next available flight to their destination.
- Roster arrival flight and assign to customer service agent to meet.
- Reading telexes from overseas stations, distributing telexes accordingly to flight base to the respective flight officers to handle miscellaneous (including distribution of delay notices during a delay flight departure).
- Coordinator between Control Station, Tech Crews and Cabin Crews to ensure smooth departure of flight on schedule.
Customer Service Agent
Singapore Airport Terminal Services (SATS)
01.2006 - 01.2011
- Performing check in, departure, arrival and delay handling duty for passengers traveling on Singapore Airline, Royal Brunei Airline, Swissair, Philippines Airline & Silk Air.
Education
Diploma - Visual Communications
Nanyang Academy of Fine Arts
01.2002
Skills
- Ramp operations
- Exceptional communication
- Airport security awareness
- Documentation accuracy
- Team management
- Passenger assistance
- Check-in procedures
- Airline regulations
Timeline
Supervisor Airport Services
Emirates
02.2023 - 10.2025
Senior Airport Services Agent
Emirates
01.2015 - 02.2023
Customer Service Officer
Singapore Airport Terminal Services (SATS)
01.2011 - 01.2015
Customer Service Agent
Singapore Airport Terminal Services (SATS)
01.2006 - 01.2011
Diploma - Visual Communications
Nanyang Academy of Fine Arts
Accreditations
- Trainings in Dubai (conducted by Emirates Airline), Emirates Airport Services Induction, Managing Flight Disruptions, Emirates Standards, Procedures and Systems (ASConnect / ResConnect / EBConnect), Managing Emirates Baggage Services, Safety Management System for Emirates Outstation, Dangerous Goods for Passenger Handling, Basic Airline Security Course, Reservations, Fares & EMDs for Emirates Outstation, Aircraft Turnaround Supervision
- Attended and obtained certificates (conducted by Singapore Airline), Transforming Customer Services, Championing Our Customer Workshop
- System migration from Kriscom to Customer Management in PBSS, Passenger Booking Selection System - Amadeus Altea Departure System for Customer Management & Reservation for Singapore Airlines & Silk Air.
- Certificate of Appreciation, In recognition of exemplary support rendered as part of GO Team (Crisis Team) during the Japan earthquake in 2011 from SATS.
- Written compliments, By Singapore Airlines passengers.
PROFESSIONAL REFERENCES
Reference No. 1 : Dupinder Kaur
Emirates
Senior Airport Services Agent
Email: dupinder.kaur@emirates.com
Reference No. 1 : Nuraisyah Maricar
Emirates
Customer Sales & Service Team Leader
Email: nuraisyah.maricar@emirates.com