CUSTOMER SERVICE

PERSONAL DETAILS
Name : Steve Dubel
Place and Date of Birth : Seychelles, 1st April 1976
Nationality : Seychellois
Sex : Male
Address : Green Estate, Au Cap
Marital Status : Married
Telephone Number : +248 2567155
Email : dubelsteve@yahoo.com
Languages : English (Fluent); Creole (Native) and
French (Upper Intermediate)

PROFESSIONAL SUMMARY: I am a patient, friendly, and personable customer service professional

with a demonstrated commitment to providing incredible service for the past 15+ years. I am passionate
about listening and understanding, which enables me to intervene, communicate, and respond
appropriately to the needs and requests of customers. I have an uncanny ability to deal with
confrontation and dissatisfied people and to help them reach a solution that is beneficial without
compromising the integrity or success of the organization. I am devoted to providing customers with
insightful information to help them make better decisions about their purchases. I strive to build brand
awareness and create brand loyalty through honest and effective communication.

CORE COMPETENCIES

 Competent communication skills to better work with customers and respond to their individual
needs and concerns
 Personable and enthusiastic personality to make communicating with customers a pleasant and
positive experience
 Exceptional listening skills to accurately identify customer concerns and reach a beneficial
solution
 Strong organizational and time management skills to ensure timely and effective response to
customer inquiries

CAREER HISTORY

Airport Services Duty Officer – Qatar Airways |Seychelles International Airport |09/2019 – 02/2020

Duties:
 Leading the team and oversee daily activities to ensure a high standard of service delivery
 Establishing the team objectives and priorities ensuring these are aligned to the business
 Ensuring all passenger and aircraft handling practices conform to safety and security measures
 Conducting spot checks to ensure adequate standards are maintained and conduct audits with the
handling company.
 Resolving customer complaints effectively liaising on a daily basis with all departments to provide
resolution for complaint handling.
 Conducting briefing sessions for the shift.
 Financial accountability across petty cash expenditure
 Knowledge of emergency response plans.

Customer Escalation Specialist –Qatar Airways |Hamad International Airport, Doha| 11/2017 – 09/2019

Duties:
  Manage a daily flow of 15-20 customer escalations.
 Work with customers to identify a root problem, create a solution, and rebuild trust in the brand.
 Ensure timely follow-up to confirm that concerns were addressed, solutions were delivered, and
satisfaction was attained.
 Lead monthly trainings to educate customer service reps on how to handle escalated issues.
 Reduce customer escalation by nearly 10 percent.

Customer Service Manager – Qatar Airways |Sharjah International Airport, UAE. |02/2014 – 09/2017

Duties:
 Oversaw a group of 14 customer service representatives.
 Performed weekly evaluations to determine the effectiveness of the team and identify areas for
improvement.
 Reduced employee turnover by 5 percent on my team through incentives and regular trainings
about effective customer service strategies.
 Managed daily responsibilities such as clearing customer requests from the email queue,
responding to escalated issues, and addressing employee needs within the team.

Senior Airport Services Agent – Qatar Airways |Seychelles International Airport| 05/2006 – 08/2013

Duties:
 Ensuring a high level of service, the flight-handling activities such as flight editing, check-in,
transfers, and boarding.
 Support the Airport Services Duty Officer when needed. Deal with flight delays, disruptions
denied boarding.
 Facilitating Ramp handling in liaison with all airport staff to expedite departures.
 Supervising the airport team to ensure on-time flight closure and working towards overall on-time
performance.
 Offering support to the ASM in the implementation of training.
 Emergency response planning and readiness.

Acting Supervisor – Air Seychelles |Seychelles International Airport| 10/2004 – 05/2006

Duties:
 Supervise the check-in process to make sure that procedures and regulations are followed.
 Ensure that staff, as well as passengers, have up-to-date information about flights and deal with
passenger complaints.
 Supervise the handling of problems with lost, damaged or misdirected property on behalf of
airlines.
 Supervise the executive lounge operation.
 Help passengers who are facing delays, including arranging refreshments, meals, and
accommodation or arranging.
 Provide cover for staff absent due to holiday and sickness.
 Ensure health and safety standards are achieved to keep staff and passengers safe in the airport.

Senior Passenger Services Officer – Air Seychelles |Seychelles International Airport| 10/2002 – 11/2004

Duties:
Lost and found

 Responsible for filling out forms related to lost, damaged, unclaimed baggage, and operating the
computer system used for tracking baggage.
Load controller

 Responsible for the effective planning and preparation of all system and manual weight and
balance documentation (loading instruction report, load sheet, and trim sheet), ensuring these are
accurate and meet the required safety and legal standards as outlined by various regulatory
bodies. Ensure the accuracy of passenger figures, baggage/cargo weights that fuel figures
correspond with the final quantity stated on the fuelling order, that dead load distribution figures
match those on the loading report and that the weight and balance conditions of the aircraft are
within legal requirements.

EDUCATION

Pre Diploma – Teacher Education 1994 – 1997

Seychelles Polytechnic, School of education and Community Studies. Seychelles

 Level Certificate in English; French; Human and Social Biology

 IGCSE Certificate in Mathematics
 Pre Diploma Course Transcript
 Diploma Course Transcript Testimonial

CERTIFICATES & COURSES

 Ramp handling
 Flight Handling Disruption
 Load Control
 Security Awareness
 Product Awareness
 Amadeus Awareness
 Dangerous Goods Handling (category 8)
 Recognition 8 star on the Ground
 Amadeus Ticketing
 Group Emergency Management
 Basic Word Tracer
 Aviation Security
 Airside Safety Awareness Course
 Safety Management System (office Staff) Course
 Ancillary Services in Altea Customer Management
 Handling Bomb Threat Calls Course
 Telephone Enquiry Course
 Passport to QR Cargo
 Haqiba course
 Handling Customers with Disability course
 Office and Information Security Awareness Course
 Hub Airside Safety Course
 Flight Disruption Handling in Amadeus Airport Operation Course
 Aircraft Handling Course
 Human Factors Course
 Working From Heights
 Status Leadership Essentials Course
 Emergency and Humanitarian Response Training Course
 Customer First Workshop Course
 Leading Safety In the Workplace
 Automatic Document Checks Course 6
 Data Protection And Privacy Awareness Course
 Risk Assessment Course
 Complaints Resolution Official Course
INTERESTS/HOBBIES/EXTRACURRICULAR ACTIVITIES

-Reading – mainly murder mystery and fantasy

-I enjoy fishing and sharing.
-I’m passionate about high-level intelligent reasoning games.
-Sports and fitness (cycling, tennis, running, and basketball).

REFERENCES

Ms Vania Larue
Head of Ground Services
Air Seychelles
ph: +248 2514767