Zuwafira Binte Abdul Samad
Summary
Experienced with more than 25 years in ground handling and frontline customer service, with strong communication and problem‑solving skills. Currently serving as a Line Trainer within the Terminal Services, specialising in the niche area of PRM (Passenger with reduced mobility) handling. Expert in passenger service, including PRM, VIP handling, and CIQ operations. Skilled in operational coordination, staff training, and service recovery.
Overview
36
36
years of professional experience
Work History
Telephone Operator(Part-time)
Peninsula Excelsior Hotel
11.1990 - 02.1991
- Maintained detailed customer call and inquiry logs for performance monitoring.
- Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
- Maintained a professional tone when assisting callers, ensuring positive experiences for both internal and external customers.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Worked closely with supervisors to address any operational challenges or areas for improvement within the department.
Self employed
Provision shop
01.1993 - 01.1995
- Stock and sell non-perisable goods and general supplies required in our day-to day life.
Part-timer
Singapore post
01.1995 - 01.1997
- Sorting out wrong returned mail/item and channel to the correct address
- Handle registered mails/item
- Handover copies to postman to deliver to respective addresses.
- Managed the processing of incoming mail, ensuring accurate sorting, scanning, and distribution within designated timeframes.
- Collaborated with team members to ensure smooth daily operations and consistently met performance goals.
Clerical officer (HR)
SATS PTE LTD(HUMAN CAPITAL)
10.2021 - 01.2022
- Daily administrative duties
- Handle work permit renewal, airport pass renewal, issuance of staff ID
- Data entry for new employees.
- Improved overall efficiency with meticulous management of employee records and data systems.
Customer Service Agent
SATS PTE LTD
04.1997 - 12.2024
- Provided frontline customer service to passengers, including handling enquiries, service requests, and complaints
- Perform passenger check-in processes, ensuring accuracy, efficiency, and compliance with airline procedures
- Support daily ground handling operations across arrival, departure, main check-in, and transfer counters
- Perform passenger check-in processes, ensuring accuracy, efficiency, and compliance with airline procedures
- Provide special service assistance to reduced mobility and special needs passengers and ensured a positive customer experience
- Handle CIQ- related cases, including repatriation passengers and deportees, in accordance with procedures and regulations
- Oversee operation in Passenger Service Care Lounge, ensuring passenger comfort and well being
- Coordinate boarding processes and monitor flight status
- Respond to calls, emails, and telexes for special service requests
- Support VIP passenger handling
- Communicated clearly with internal teams to resolve passenger issues efficiently
- Followed service SOPs, safety procedures, and company service standards
- Plan and deploy staff effectively to meet the operational requirements
Line Trainer ( Terminal Services )
SATS PTE LTD
01.2025 - Current
- Mentored team members to enhance performance and ensure adherence to operational standards.
- Streamlined workflow processes to improve efficiency and reduce bottlenecks.
- Conducted training sessions on safety protocols and equipment operation for new staff.
- Evaluated team performance and provided constructive feedback for continuous improvement.
- Perform duties as a Line Trainer for Terminal Services, coaching and guiding staff on operational procedures
- Conduct on-the-job-training (OJT) and support onboarding of new staff
Education
Bedok South Secondary School
1990
Louis Preston School of Travel & Tourism
09-2000
Louis Preston School of Travel & Tourism
10-2000
Skills
- Customer Service & Service recovery
- Problem Resolution
- Outstanding communication skills
- Call center experience
- Customer Relations
- Airline Policies
- Airport Procedures
- PRM & VIP Passenger Handling
- CIQ & Complex Passenger Handling
- Communication & Interpersonal Skills
- Problem‑solving in fast‑paced environments
- Data Entry
- Team Collaboration
- Leadership & Team Development
Objective
To be a part of company that indulges professional growth which provide challenging and rewarding career while allowing me to utilize my skills and knowledge and to continue to grow within the organization. Motivated to learn more about service and contribute positively at work.
Languages
English
Malay
Timeline
Line Trainer ( Terminal Services )
SATS PTE LTD
01.2025 - Current
Clerical officer (HR)
SATS PTE LTD(HUMAN CAPITAL)
10.2021 - 01.2022
Customer Service Agent
SATS PTE LTD
04.1997 - 12.2024
Part-timer
Singapore post
01.1995 - 01.1997
Self employed
Provision shop
01.1993 - 01.1995
Telephone Operator(Part-time)
Peninsula Excelsior Hotel
11.1990 - 02.1991
Bedok South Secondary School
Louis Preston School of Travel & Tourism
Louis Preston School of Travel & Tourism