Fatima Eldroubi
Sydney,NSW
Summary
Knowledgeable airport services professional with 1 and 1/2 years of progressive experience in the field. Good relationship-building and problem-solving abilities with a resilient and adaptable approach. Positive, upbeat and friendly team player. Kind Passenger Service Agent with considerable experience in airline and hospitality customer service. Adept at working in stressful situations with little to no supervision. Dedicated professional versed in handling airline check-in services and managing baggage activities. Efficient and hardworking with proactive attitude. Handles reservations and provides passengers with detailed travel information to resolve inquiries and foster satisfaction. History includes managing customer service, sales and operational areas for ETIHAD & LATAM airlines. Well-versed in ticketing, ramp and gate processes. Excellent communication, prioritization and multitasking abilities. During my employment with Dnata and a check in agent for Etihad, I was promoted to a Supervisor position as they called their 'Security role'. During this position I was trained on handling any issues with the aircraft, handling the engineer requirements for the aircraft as for the ground staff safety procedure checks as well as the cabin crews requirements. A few other tasks i took on were assuring the cabin services/ catering was completed professionally, communicating with the ramp/gate supervisors as well as the operations team for any issues and offloads. As per this supervisor role, I would often meet the aircraft when it would come to bay. I handled all communication roles/ paperwork and ensured any guests requiring special assistance were looked after, this was aswell for the boarding process at the gate where i handled many different roles as boarding our passengers, assisting passengers with special requirements, collecting strollers/gate items and making PA announcements.
Overview
6
6
years of professional experience
Work History
Passenger Service Agent
Dnata
04.2022 - 11.2023
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Provided exceptional customer service to passengers, addressing concerns and resolving issues.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Announced flight status updates and information about gate changes over PA system.
- Tagged baggage and routed to appropriate location for loading and screening.
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Escorted handicapped passengers from terminal to aircraft.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Educated passengers on safety procedures and provided assistance to disabled passengers
- Prepared detailed passenger manifests and other reports to meet organizational needs.
- Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
Crew Member
Spotlight
06.2021 - 03.2022
- Worked well with teammates and accepted coaching from management team.
- Collaborated with team members to complete orders.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Assisted other team members to achieve goals.
- Became familiar with products to answer questions and make suggestions.
- Trained new team members on procedures, customer service, and sales techniques.
- Operated cash register to ring up final bill and process various forms of payment.
- Stocked shelves to organize aisles in assigned department.
- Escalated problems or complaints to relevant supervisor or manager for resolution.
- Performed serving, cleaning and stocking to high standards and provided excellent customer satisfaction.
- Replenished condiments, beverages, and supplies while maintaining cleanliness of service areas.
Crew Trainer
McDonald's
03.2018 - 04.2020
- Trained other employees in customer service, food safety, and performance requirements.
- Set positive example for team members by providing high-quality, efficient service.
- Taught new team members correct procedures for all areas of operations.
- Greeted customers with smile and provided friendly service to professionally handle every need.
- Mentored junior employees to improve performance, food safety, and customer service.
- Maintained current knowledge of all team position requirements.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
Education
High School Diploma -
Kingsgrove High School
Kingsgrove, NSW10.2021
Skills
- Computer Terminal Operations
- Lost Baggage Tracing
- Customer Service Management
- Passenger Assistance
- Check-In Processes
- Boarding Gate Procedures
- Performance Improvements
- Guest Services
- Reservations Management
- Decision-Making
- Training and Mentoring
- Issue Resolution
spending time with family/ friends, gym, adventures, learning new things
During my days off or any spare time i have throughout my day i like to make the most out of them and by saying this I enjoy going out with family/ taking my little nieces and nephew out, love to stay healthy and prioritise the gym as well as soccer with friends. Im a big fan of exploring new places and taking on activities ive never seen/experienced, this gives me the ability of learning new things by the day and really helps improve my skill.
Languages
Arabic
Full Professional
English
Full Professional
REFERENCE
Ive attached the contact information for my person of reference which has been employed with Dnata for 10+ years and one of my highly trained supervisors.
Linda Haifa
0432 169 530
Linda.haifa@hotmail.com
AVAILABILTY
Available from the hours of 6 am to midnight
Monday/Sundays - Available at all hours of working procedures
Available to commence shift work/training immediately
Timeline
Passenger Service Agent
Dnata
04.2022 - 11.2023
Crew Member
Spotlight
06.2021 - 03.2022
Crew Trainer
McDonald's
03.2018 - 04.2020
High School Diploma -
Kingsgrove High School
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