BAI ALI C. MOPAK
Isulan Sultan Kudarat PH
Summary
- Seeking for a more challenging position to develop and contribute my knowledge and skills to a well-organized reputed Company.
- Nationality: Filipino
- Marital Status: Single
- Date of Birth: 26 November 1985
- Languages: English, Tagalog
- Driving License: Dubai and Qatar License
Overview
20
20
years of professional experience
Work History
Senior Customer Service Agent
Mekdam Technical Services
06.2022 - 04.2026
- Deliver a warm and professional welcome to all passengers during check-in, boarding, and arrivals, ensuring a seamless airport experience aligned with Qatar Airways' 5-star service standards.
- Frontliners at the information desk.
- Handle inquiries, resolve issues, and provide accurate information about the airport facilities and services while maintaining a customer-focused approach.
- Combine strong communication skills, empathy, patience, and problem-solving abilities to ensure customer satisfaction and loyalty.
- Managing lost and found queries.
- Provide accurate information on flight schedules, gate changes, visa requirements, baggage policies, and connecting flights through face-to-face, phone and digital interactions.
- Coordinate special assistance for passengers with reduced mobility (PRM), unaccompanied minors (UM), elderly travellers, and medical cases, ensuring personalised service and safety throughout their journey.
- Monitor and resolve operational issues such as overbooking, offloading, seat reassignment, and last-minute schedule disruptions, in coordination with Flight Operations and Load Control.
- Coordinate with ground handling agents, immigration officers, and airline representatives to ensure efficient and timely aircraft turnaround.
- Support emergency response protocols during flight delays, cancellations, diversions, or operational incidents, including passenger rebooking, meal and accommodation arrangements, and communication.
- Actively participate in performance reviews, feedback sessions, and training workshops aimed at enhancing service quality, and personal growth.
Train Driver
RKH Qitarat
09.2017 - 04.2022
- Conducted comprehensive safety checks of tunnels, tracks, and platform areas prior to the commencement of daily operations, ensuring safe and smooth metro rail services.
- Drive trains between stations or freight depots, following a schedule. Follow track signalling, speed, and safety instructions along routes.
- Performed manual train movements under supervisor guidance, adhering strictly to Standard Operating Procedures (SOPs) and radio communication protocols.
- Monitored and inspected train equipment and trackside systems, reporting any abnormalities or mechanical issues directly to the Line Controller and Operations Control Centre (OCC). Supported real-time communication between train drivers, controllers, and station staff to co-ordinate traffic movement and minimise service disruptions.
- Delivered high-quality customer service onboard and at stations by assisting passengers with route information, fare systems, station access, and metro rules.
- Acted as the first point of contact during service interruptions, calmly guiding passengers through emergency procedures, and coordinating with emergency response teams when needed.
- Assisted with the safe boarding and alighting of passengers during peak hours, including the elderly, pregnant women, individuals with disabilities, and families with children.
- Managed crowd control on platforms and within trains during high-traffic periods, ensuring order, safety, and adherence to rail regulations.
- Responded promptly to onboard incidents, including medical emergencies, passenger disputes, and lost property, escalating cases as needed while maintaining composure and professionalism.
- Maintained accurate and detailed operational logs, shift reports, and incident records for submission to operations management.
- Participated in drills, refresher training, and safety briefings as part of Qatar Rail's continuous improvement programme and regulatory compliance.
- Educated passengers on the importance of maintaining cleanliness, safety, and etiquette within the train and station premises.
Passenger Service Agent
Emirates Group DNATA
09.2013 - 12.2016
- Delivered front-line customer service at one of the world's busiest airports, ensuring a smooth and professional passenger experience from check-in, to boarding, and arrivals.
- Primary customer service representative at airports, assisting travellers with check-in, baggage handling, gate boarding, and special assistance, while ensuring security compliance and resolving flight disruptions.
- Ensure a smooth, welcoming experience for passengers from arrival to boarding. Managing lost and found queries.
- Ensure flight control sheets are maintained for each flight, and messages with regard to PNL, ADL, SOM, and LDM are actioned and filed.
- Control flights (where applicable) through the various DCS by assessing passenger load and amending levels for No Recs/Go Show, staff acceptance, upgrading, and downgrading according to the airline-specific requirements.
- Assisted with flight close-outs, generating and filing accurate flight documentation for handover to flight dispatch and operations control.
- Controlled flight capacity through intelligent decision-making on no-shows, go-shows, passengers, and upgrades/downgrades according to airline policies.
- Provided real-time support to passengers with special requests, including wheelchair assistance, unaccompanied minors, VIP services, and connecting flight arrangements.
- Ensured operational readiness of counters, kiosks, and baggage belts by reporting technical faults and coordinating with engineering and maintenance departments.
- Monitored boarding gates, conducted final checks on passenger documents, and managed last-call announcements to ensure on-time departures.
- Managed passenger queues and implemented crowd control strategies during peak periods and high-traffic flights, ensuring smooth boarding processes.
- Maintained strict adherence to airport security regulations and Emirates Group service protocols, ensuring the safety, comfort, and satisfaction of all travellers.
- Dubai International Airport.
Receptionist
MEGLOBAL
08.2011 - 08.2013
- Acts as the primary point of contact for an organisation, responsible for greeting visitors, answering phone calls, handling mail, and providing general administrative support, including managing front-desk security, scheduling appointments, maintaining office supplies, and ensuring a professional, welcoming atmosphere.
- Welcoming, registering, and directing clients, guests, or employees. Operating multi-line phone systems, screening calls, taking messages, and responding to general emails.
- Sorting mail, filing, photocopying, scanning, and managing the office; coordinating meeting room bookings, managing calendars, and arranging travel.
- Keeping the reception area tidy and monitoring office supplies. Monitoring front door access, and issuing visitor badges.
- Dubai Airport Freezone.
Merchandiser
Carrefour
02.2007 - 05.2011
- Maximise sales by ensuring products are properly stocked, priced, and displayed in retail stores. Include creating attractive displays (planograms), managing inventory levels, replenishing shelves, negotiating for better shelf space, and analysing sales trends.
- Bridging the gap between suppliers and retailers to optimise product visibility and set up promotional displays.
- Review sales figures, track competitor pricing and displays, and report on market trends.
- Review sales figures, track competitor pricing and displays, and report on market trends.
- Emirates Photo Marketing LLC, Carrefour, Ajman, UAE.
Gym Attendant
The Beauty Oasis Spa
01.2006 - 12.2006
- Provide information about the facilities, entertainment options, rules, and regulations.
- Record details of attendance, sales receipts, and reservations.
- Inspect equipment to detect where it is damaged and perform minor repairs, such as oiling parts.
- Provide locker keys, towel rental, and serve refreshments to the customers.
- Emirates Photo Marketing LLC, Ajman, UAE.
Education
Bachelor of Science - Commerce, Major in Management
Notre Dame of Marbel University
PhilippinesSkills
- Word
- Excel
- Office Administration
- Customer Service Oriented
- Problem-solving
Additional Information
Available to join immediately, Willing to relocate and work flexible shifts, Experienced in multicultural environments, Highly organized, adaptable, and detail-oriented, Committed to continuous professional growth and learning
Languages
English
Tagalog
Driving licence
- Dubai
- Qatar
Timeline
Senior Customer Service Agent
Mekdam Technical Services
06.2022 - 04.2026
Train Driver
RKH Qitarat
09.2017 - 04.2022
Passenger Service Agent
Emirates Group DNATA
09.2013 - 12.2016
Receptionist
MEGLOBAL
08.2011 - 08.2013
Merchandiser
Carrefour
02.2007 - 05.2011
Gym Attendant
The Beauty Oasis Spa
01.2006 - 12.2006
Bachelor of Science - Commerce, Major in Management
Notre Dame of Marbel University