Mahdi Hasan
Sterling,VA
Summary
As a Shift Supervisor at CLEAR, I was responsible for driving membership enrollments by engaging with travelers and educating them about the benefits of CLEAR. I also supported my team in reaching their enrollment goals. I balanced handling a high volume of travelers while ensuring they had a smooth and high-quality experience.
I took care of resolving traveler and member concerns quickly and efficiently, escalating issues when needed. Security was a top priority—I made sure to validate airline documents, verify member IDs, and strictly follow all safety protocols.
In addition to that, I helped train and develop new and existing team members, acting as a subject matter expert and guiding them through on-the-job training. I also troubleshot technical issues with our hardware and software, making sure to address problems at the front line before escalating them to the corporate support team.
Overview
2
2
years of professional experience
Work History
Shift Supervisor/ Team Lead
Alclear LLC
07.2023 - Current
- Trained new employees and delegated daily tasks and responsibilities.
- Completed station opening and closing procedures and balanced tills.
- Responded to and resolved customer questions and concerns.
- Conducted regular reviews of operations and identified areas for improvement.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated customer needs and feedback to drive product and service improvements.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Enforced company policies and regulations with employees.
- Ensured smooth operations during peak hours by effectively managing resources and staff allocation.
- Provided ongoing support to employees during challenging situations, offering guidance on problem-solving techniques for improved efficiency outcomes.
- Improved customer satisfaction rates with consistent quality checks and timely resolution of complaints.
- Enhanced team productivity by implementing efficient shift scheduling and task delegation.
- Served as a liaison between employees and upper management effectively facilitating communication that bridged any existing gaps.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Managed staff hiring, training and supervision.
- Increased customer satisfaction and grew business by maintaining close relationships with customers.
- Kept accurate and detailed records of personnel progress and productivity.
- Conducted performance reviews each quarter, offering praise and recommendations for improvement.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Worked different stations to provide optimal coverage and meet production goals.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
Education
High School Diploma -
Notre Dame College
Dhaka, Bangladesh12-2022
Skills
- Employee training
- Customer service
- Performance evaluation
- Operational efficiency
- Shift management
- Team building
- Communication skills
- Problem solving
- Time management
- Customer feedback
- Process improvement
- Staff management
- Training and mentoring
- Staff motivation
- Staff development
- Operations management
- Schedule management
- Policy enforcement
- Continuous improvement
- Document management
- Business development
- Negotiation
- Consulting
- Safety
- Shift reporting
- Attendance oversight
- Sales monitoring
- Team leadership
- Problem-solving
- Team supervision
- Staff supervision
- Positive attitude
- Team motivation
- Customer service management
- Goal setting and tracking
- Complaint resolution
- Staff training and development
- Sales and upselling
- Flexible schedule
- Issue resolution
- Staff education and training
- Shift paperwork completion
- Professional appearance
- Employee attendance monitoring
Languages
English
Native or Bilingual
Bengali
Native or Bilingual
Hindi
Full Professional
Timeline
Shift Supervisor/ Team Lead
Alclear LLC
07.2023 - Current
High School Diploma -
Notre Dame College
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