Shaikh Shadab

Welcome to my Professional Portfolio

Dynamic Operations Leader | Aviation & Customer Service Expert | Performance Optimization & Workforce Management Specialist

With over 10 years of proven expertise in aviation and customer service operations, I have consistently delivered exceptional service, optimized performance, and driven process excellence. My career journey — from Senior Customer Care Executive to Operations Coordinator at Qatar Airways — reflects my ability to lead teams, implement real-time analytics, and streamline large-scale operations.

I have great exposure to working with large-scale organizations like Qatar Airways, Motif Inc. I am well- versed skills in analysis, problem-solving, and coordination, which make me so successful and dedicated. Strong influencing and negotiation skills coupled with a proven ability to think in and out of the box, generating new solutions.

My expertise:

My expertise:- Aviation/Customer Service Industry – Operations Management, Real-Time Analysis, Forecasting, Customer Service, SLA Management, Workforce Planning, Stakeholder Engagement, Quality Monitoring, Process Optimization, Leadership Development, Reservation and Ticketing, Conflict Resolution, Budget & Resource Optimization, and Cross-Functional Collaboration. I have in-depth knowledge of all ethics of management. I possess effective communication skills and am a team player with strong Organizational, Logical, and Problem-Solving Abilities.

Professional Journey:

I have commenced my profession as an Executive and risen myself as Operations Coordinator reputed company. I would like to see myself growing with the passing years of hard work and dedication. I have been awarded many accolades for my result-oriented hard work.

Vision and Dedication:

I am Passionate about driving operational excellence, I thrive in fast-paced environments where customer experience, efficiency, and technology adoption intersect. I am now seeking senior operations leadership roles — such as Lead Analyst, Senior Operations Lead, or Operations Manager — where I can contribute to scalable business growth and customer delight.

Armed with a multitude of competencies and work experiences, I am confident to carry forward any organization's vision & objectives with sufficient ease and dedication to my job responsibility.

Shaikh Shadab

Nick Name: Shadab

Email: shaddy89shaikh@gmail.com

Mobile: +91 9909315976, 9664907762

Location: Ahmedabad, Gujarat, India

My Skills

Having worked within the industry for over 10+ Years, I have developed a wide range of skills that would meet and exceed the expectations for the role.

I would relish the opportunity to bring this level of success to your company. If you would like to get in touch to discuss my application and arrange an interview, you can contact me.

AREAS OF EXPERTISE


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Well versed with


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Language Skill

Language is absolutely central to your learning: without it, you cannot make sense or communicate your understanding of a subject.

  • English
  • Hindi
  • Gujarati

My Exprience

10+ Years Exprience

Above and beyond my experience and capabilities I have been commended for my high level of interpersonal skills and my naturally engaging personality. My motivations include learning new things, the challenge of meeting the needs of an organisation, and ensuring high-quality outcomes.

Qatar

Operations Coordinator

Qatar Airways
Aug’2023 – June 2024



Key Result Areas:

  • Developed and monitored operational systems to track progress and ensure project success.
  • Ensured strict adherence to SLAs, driving consistent service delivery.
  • Led, motivated, and developed team leaders and managers.
  • Implemented process improvements to enhance efficiency and reduce costs.
  • Oversaw financial budgets and hiring to ensure operational readiness.
  • Prepared review decks with RCA and action plans for leadership.
  • Mentored and upskilled teams on cloud computing, data engineering, and MarTech innovations.
  • Collaborated with cross-functional teams to align technology solutions with business objectives.
  • Ensured data security, compliance, and regulatory adherence across cloud-based solutions.
  • Drove automation and process improvements to enhance operational efficiency.
  • Conducted workshops and training sessions for stakeholders on MarTech and data analytics trends.
  • Evaluated emerging technologies to identify opportunities for business growth and innovation.
  • Designed and optimized workforce planning models to improve staffing efficiency.
  • Streamlined reporting mechanisms to provide actionable insights for senior leadership.
  • Strengthened stakeholder relationships by ensuring transparency and timely communication.
  • Championed customer-centric initiatives to improve satisfaction and loyalty metrics.
  • Coordinated large-scale operational transitions with minimal business disruption.
  • Standardized quality assurance frameworks to maintain service excellence.
  • Supported digital transformation initiatives by integrating new technologies.
  • Trained and mentored junior managers on leadership and operational excellence.
  • Enhanced knowledge-sharing practices to build high-performing, resilient teams.



Qatar

As Lead Real-Time Analyst

Qatar Airways
Aug’2021 – Aug’2023



Key Result Areas:

  • Monitored Key Performance Indicators (KPIs) such as service levels, abandonment rates, and handling time to meet targets.
  • Managed real-time reporting and escalated resource or technical issues proactively.
  • Administered contact centre applications, including Workforce Management & Real-Time Monitoring tools.
  • Forecasted staffing needs and ensured adequate coverage based on call volumes and trends.
  • Tracked attendance, productivity & schedule adherence, making real-time adjustments for optimal performance.
  • Supported onboarding & training to align new hires with business objectives.
  • Analyzed operational data for process improvements and generated performance insight reports.
  • Collaborated with cross-functional teams to resolve issues impacting service delivery.



Qatar

As Team Lead

Qatar Airways
May 2016 – Aug 2021



Key Result Areas:

  • Delivered exceptional customer service by resolving queries via phone, email, and fax (achieved 85% First Call Resolution).
  • Handled reservations, modifications, cancellations, and refunds while adhering to airline policies.
  • Used computer reservation systems to check flight availability, process payments, and issue tickets.
  • Managed flight changes/cancellations while ensuring clear passenger communication and policy compliance.
  • Proactively communicated flight updates & delays, maintaining customer satisfaction during disruptions.



Motif

As Sr Customer Service Representative

Motif India Infotech Pvt Ltd
Feb’2013 – Apr’2014



Key Result Areas:

  • Delivered outstanding customer support across multiple channels, exceeding sales targets by 10%.
  • Resolved escalated issues promptly and professionally to ensure customer satisfaction.
  • Mentored & trained junior team members, improving service quality and team productivity.
  • Monitored and analyzed customer service metrics to provide insights for process improvement.
  • Collaborated with internal teams to resolve complex issues and optimize service operations.



CAREER ACHIEVEMENTS:

  • Promoted Twice at Qatar Airways – From Customer Service Executive → Lead Real-Time Analyst → Operations Coordinator due to consistent high performance and leadership potential.
  • 85% First Call Resolution (FCR) Rate – Achieved while working as a Customer Care Executive at Qatar Airways, significantly improving customer satisfaction and reducing repeat calls.
  • Exceeded Sales Targets by 10% – Surpassed sales and performance goals as a Senior Customer Care Executive at Motif Inc, demonstrating strong customer handling and upselling skills.
  • Led SLA & Service Delivery Excellence – Successfully managed large operational teams at Qatar Airways to ensure strict SLA adherence and consistent service delivery across multiple channels.
  • Process Optimization & Cost Reduction – Consistently implemented efficiency-driven process improvements, helping reduce operational costs while maintaining service excellence.
  • Recognized for Leadership & Mentoring – Known for mentoring and upskilling team leaders and managers, enabling stronger operational execution and career development within teams.



Education

My Educational Background

Gujrat_University

Bachelor of Commerce (B.Com)

from Gujarat University

In 2011

Training & Certifications:

  • Advanced Excel & Data Analysis Training – Pivot tables, VLOOKUP, reporting & dashboards
  • Training on Scheduling & Workforce Planning – Optimizing staff allocation and resources
  • Telephone Enquiry Centre Training – Professional communication & call handling skills



Contact Me

Lets Keep In Touch

  • Address

    Ahmedabad, Gujarat, India

  • Mobile number

    +91 9909315976, 9664907762

  • Email address

    shaddy89shaikh@gmail.com

  • Social profiles

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My Resume

Declaration

I hereby declare that the details furnished above are true and correct to the best of my knowledge and belief and I undertake to inform you of any changes therein, immediately.

Shaikh Shadab

Download My Resume