1. MD SHAHIDUL ISLAM
Mailing address
House-20(4A), Road-8, Block- C
Mirpur-13,Kafrul , Dhaka 1216.
Mobil: +88-01792366329 or +974-55613925
hrithiraj2006@gmail.com
Professional Summary
Customer-focused professional with over seven years’ experience in facilitating airline ground
operations at regional and international airports. Accomplished in enhancing airline operations
through process improvement, internal audits, and staff development. History of success in de-
escalating customer issues, enhancing customer experiences and satisfaction, and uniting teams
to deliver exceptional service. Looking to take next career step in customer service and
leadership with a reputed company committed to elevating customer satisfaction.
Core Qualification
 Experienced with all aspects of flight management
 Expert in Mishandled Baggage Handling System.(World Tracer/Haqiba)
 Trained more than 150 station Qatar airways own mishandled baggage system.
 Adept at ticketing and reservation booking procedures
 Proficient in use of common industry computer programs and related software
 Excellent people skills, including sound verbal and written communication
 Flexibility in work hours and routinely willing to work overtime when necessary
 Good problem solving skills, especially in pressure solutions
Professional Experience:
Qatar Airways.
Haqiba Help Desk Agent
Hamad Intl Airport, Doha , Qatar.
Period: 15 April 2015 to date.
Duties and Responsibilities
 Provide online solution to all QR network station related baggage service system
HAQIBA.
 Coordinate with IT team on behalf of out station related Haqiba issue.

2. Haqiba Development Team
Hamad Intl Airport, Doha, Qatar.
Period: 10 Nov 2014 to 14 April 2015
Duties and Responsibilities
 Workedas a team membertolaunchQatar airwaysownmishandledbaggage handlingsystem.
 Advice ITto buildupHAQIBA basedon Operational incidental Experience.
 Provide onlinetrainingtoout stationto install andoperate new system.
Baggage Service Agent
Hamad Intl Airport, Doha , Qatar.
Period: 13th January to 09th November 14.
Duties and Responsibilities
 Assist arrival passenger (in terms of mishandled bag or left behind item on board).
 Create mishandled report using World tracer.
 Trace the bag through World Tracer.
 Attend call for all QR network regarding mishandled bag.
 Dealt with any customer service issue, as necessary.
Other Airline`s Experience:
 From January 2012 to January 2013 worked as a Customer Service Agent of
Dragonair/Cathay Pacific Airways @ Hazrat Shajal Int. Airport, Dhaka.
* Prepared flight plan and issued from Civil Aviation of HSIA.
* Made reservations and helped passengers find details.
* Issued upgrades and boarding passes and handled future reservation for club members
* Coordinate Flight schedules with passenger’s requests
* Dealt with any customer service issue, as necessary.
* Prepared daily reports of customer activity.
* Tracked online booking and generated regular reports of flight activity.
* Ensured the safety of flight crew, airport staff and passengers.
 From June 2011 to January 2012, Worked as a Customer Service Officer of Best Air.
 From May 2010 to June 2011, worked as a Traffic officer of Regent Airways
 From August 2009 to April 2010, worked as Executive Traffic and Sale of
United Airways.
 Worked with Karim Associates and Western Union from June 2008 to July 2009.

3. Educational Background
2003-2007 Bachelor of Commerce
National University Bangladesh.
Major area: Accounting.
2nd Class.
2001-2002 Higher Secondary Certificate (HSC)
Govt. Debendra College.
Group-Business studies
1st Division.
1999-2000 Secondary School certificates (SSC)
Nabagram High School
Group-Sceince.
1st Division
Extra-Curricular Activities
 Language Skill: English and Bengali-Can Speak and write very well.
 Computer Skill: Windows operating and Ms office-2013.
Airlines Related Training
 World Tracer Course.
 Haqiba Trainer course.
 Altea Customer management course
 Passenger Service course.
 Dangerous goods (cat-8 n 9) course.
 Aviation security Awareness Release 2013-14-15-16-17.
 One world Frequent Flyer program, Ground service procedure.
 Emergency Response Procedure.
 Driving Service Excellency.
 Leadership Development Course.
 Communication Skill Development Course.
 English Language placement test.
 Safety management system
 Trim sheet and Load Sheet of Aircraft(dash-8)
 Sales, ticketing-AIRS&AEROPACK, AMADUES.
 Team Building and Business Communication course in Best air.

4. Personal Information
Father’s Name Md. Hazrat Ali
Mother's Name Farida Parvin
Permanent Address Village: Bangala.
P.O : Bree Kaliakoir.
P.S : Singair.
Dist : Manikganj.
Present Address House-20(4A), Road-8, Block- C
Mirpur-13,Kafrul , Dhaka 1216.
Date of Birth 1 June, 1984
Sex Male
Religion Islam
Marital Status Married
Blood Group A+ve
Height 5'6"
Weight 66 kg
Reference:
1 Nurul Islam 2. Nasser Ahmed
Deputy Director Sr. Networking Officer.
ATS & Regulation, CAAB Baggage Services , Qatar airways.
Kurmitola , Dhaka -1229 Doha , Qatar.
Mobile: 01924343432 Mob: +974-55873258
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SHAHIDUL ISLAM
Date:………………..