A highly organised and self-motivated individual with over five years of experience in the aviation industry, dedicated to enhancing a seamless operation with a strong customer focus. I strive and aim for a smooth operation, assisting staff members and customers to minimize stress and issues for both our team and passengers. Working proactively to seek continuous process improvements while maintaining and building stakeholder relationships. I am flexible in my approach while maintaining composure with a dedicated commitment in leading a team in a challenging and fast-paced ever changing environment. I enjoy continuously building on my current skill set through new experiences, learning and enhancing my knowledge. I am a strong team player and communicator and would like the opportunity to grow my current
experience as a manager.
● Managing day of operations within Swissport’s Air New Zealand Customer Service contract.
● Leading a customer centric workforce of up to 70 direct reports including Supervisors, Trainers, Flight
Controllers, and Customer Service staff.
● Maintaining stakeholder relationship between Swissport and Air New Zealand Sydney management while upholding a consistently exceptional; service delivery standard.
● Leading performance strategies and reviews for staff, including internal investigations.
● Responsible for delay investigations, on-time performance and any required corrective actions.
● Development and implementation of standard operating procedures.
● Review resourcing and ensure operation is correctly staffed as per service level agreement.
● Creating day of operation movements.
● Conducting daily audits on the customer service team to examine if client and company policies and
procedures are being followed
Rhonda Gharzeddine
Swissport Customer Service Duty Manager
0420 702 000
Rafik Helou
Air New Zealand Airport Operations Manager
0475 810 591