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Suleman Naveed

  • United Arab Emirates 056 761 5656
  • +971567615656

Customer Service Trainer


Talented corporate training professional with an extensive knowledge of planning,organising and directing wide range of training programs and activities to initiate legendary customer experience.

Excellent researcher and an effective team member; which has a great impact on the quality of my instructional designing and training development.

My Innovative approach to develop training programmes in line with the brand and customer facing front line executives or backend executives across the company; is a key factor for my success.

Expertise to train multi cultural audience at all levels and keen interest to adapt and achieve organisational goals, ROI and cost control.

Work History

Oct 2012Present

Customer Service Trainer Learning & Development


Being a member of the learning and development team below are some of my main accountabilities:

•Develop contents and design training programs based on the requirements of different departments.
•Deliver training ensuring that staff is motivated and encouraged to exceed customer expectations
•Design and Implement training systems and processes (soft skills), to achieve customer defined metrics and devise methods to improve training design & delivery.
•Manage constant liaison with all departments to ensure that all the training requirements are being dealt with.
•Coach the staff at the place of work.
•Working with the customer service training manager to continually monitor, and assess training materials ensuring that all changes in policy, operational requirements and legislation are incorporated in the training to ensure compliance at all times.
•Ensure that all training is conducted to the highest levels ensuring security, safety and service standards are provided by all departments.
•Provide accurate and comprehensive reporting as required.
•Communicate with the relevant line managers to ensure maximum staff attendance for training at all times.
•Monitor and take action as required to ensure all staff while on duty perform their duties strictly in accordance with company policy, procedure and perform as they have been trained.
•Below are some of the training programs that i have designed and successfully delivered:

1.Basic customer service for cabin crew and Sharjah airport staff
2.Level II (Aligned with the requirements of Level 2 NVQ certificate in customer service -City&Guilds)
3.Presentation skills
4.Basic selling techniques
5.Complaint handling for call center agents
6.Emotional intelligence at work
8.Leadership and management
9.Special Assistance Team training
11.Presentation Skills
12.Time Managment

Aug 2011Oct 2012

Quality Assurance Audit

QUALITY ASSURANCE AUDIT) Performing Internal External Audit for Cabin Crew, Instructor records and CSPM's. Cabin Crew Briefing, Documentation and On-Board Audit. AIR ARABIA SHJ
Aug 2007Oct 2012

Senior Cabin Crew

As a checker I am responsible to do check flight's for senior and junior cabin crew. Doing appraisal assessment for senior and junior cabin crew during the flight. Doing a pre-flight briefing, assigning crew positions, flight details, the schedule. Responsible for the safety of Passengers and deal with security and emergency situation Ensuring the safety of the Aircraft, Giving comfort to passengers to make their flying experience pleasant Attending the passenger's needs throughout the flight and provide a high level of customer service, Serving refreshments and selling duty-free goods. If there are passengers with any special requirements, such as diabetic passengers, passengers in wheelchairs or the number of infants on board. Carrying out pre-flight duties, including checking the safety equipment, ensuring the aircraft is clean and tidy, ensuring that information in the seat pockets is up to date and that all meals and stock are on board Welcoming passengers on board and directing them to their seats Informing the passengers of the aircraft safety procedures and ensuring that all hand luggage is securely stored away Checking all passenger seat belts and galleys are secure prior to take-off Making announcements on behalf of the pilot and answering passenger questions during the flight Serving meals and refreshments to passengers Selling duty-free goods and advising passengers of any allowance restrictions in force at their destination Reassuring passengers and ensuring that they follow safety procedures correctly in emergency situations Giving first aid to passengers where necessary Ensuring passengers disembark safety at the end of a flight and checking that there is no luggage left in the overhead lockers Completing paperwork, including writing a flight report.
Dec 2006Aug 2007

Assistant Sales Team Leader

National Bank Of Abu Dhabi
Assistant Sales Team Leader) CREDIT CARD Job Responsibilities: A team builder capable of driving the team of approximately 15 staffs with in the allocated geographic area. Motivate sales team on an ongoing basis. purpose programs to infuse high team morale at all times and ensure that the team is always reflecting the high standard and the team prestigious image of the bank Sells & stimulates demand for a series of products with new customers in as given geographic area in order to achieve high volume & daily objective in line with defined policies. Ensure that targets and business objectives are achieved as set out by the management. Ensure that all documents submitted by the customers are completed, accurate and in line with the bank's policy. Attend ad-hoc training sessions, departmental meetings and team meetings Monthly training sessions for all departments including management to help them get the most out of Sales Force. Emirates Bank Dubai, UAE BOC Banking Operations
Mar 2006Dec 2006

Retail Banking Executive

Emirates Bank
Abu Dhabi, UAE (Retail Banking Executive) Held position of increased responsibility for this Leading Bank Job Responsibilities: Exceeding customer's expectations by consistently providing a high quality service. Making sure sales team convert leads in to accounts, contacts and opportunities correctly. Doing weekly and monthly reports on how different campaigns have performed. Doing weekly and monthly on sales executive customer care usage stats. Doing weekly and monthly reports on Sales volume. Doing weekly and monthly reports on new leads generated. Extracting mailing list for email or regular mail direct mail campaigns. Work closely in collaboration with all departments. Making sure CRM is up to date with email templates for sales/marketing and customer care.

Processing Team Member

BOC Banking Operations
Processing team member Job Responsibilities: 1 SMM: putting rules, releasing messages 2 Making voucher 3 Batch header 4 Daily MIS report 5 IPO Checklist 6 Salary Checklist 7 Cheque clearing 8 Cheque posting 9 Signature verification.
May 2003Feb 2006

Sales Executive

Abu Faris Auto mobile Company Abu Dhabi
UAE (Sales Executive) Held position of increased responsibility for this Leading Company Job Responsibilities: Buying and selling Used car through online bidding, Enhance the team knowledge in very friendly way to getting more business. Car evaluation and inspection. Car diagnose check etc.
Jan 2000Dec 2002

Lab Administrator

Institute of Computer Science
NK-FACT, Lahore, Pakistan (Lab Administrator) Held position of increased responsibility for this leading information technology institute Job Responsibilities: Provide extensive-level administrative support to the institute for administration and maintenance of Computer Lab with a demonstrated ability to improvise hardware and software



Aviation Security Train The Trainer

Emirates Aviation College

Safety Management System SMS Train the Trainer


Train The Trainer Module (1,2,3,4) (1106-2)

City & Guilds

Essentials Of Team Leadership

Arabia Academy

Dangerous Goods DGR CAT 8,9,10,11

Air Arabia Academy

AVSEC Aviation Security

Air Arabia Academy
Jan 2012

Cabin Crew Performance Checker

Air Arabia Operations
Jan 2012

Special Assistance Training

Jan 2012

Quality Assurance IOSA-IATA-ICAO Safety Audit

Jan 2012

Occupational Aspect of Aviation Medicine

Jan 2000

Air Side Safety

Air Arabia Academy
Jan 2000

MCSE Microsoft Certified System Engineering

Jan 2000

Bachelor Of Information Technology BIT

Jan 1998

Commerce secondary education

Jan 1996


Punjab Board