Wafa Ali

• Conducted assessments of team members to identify areas for improvement in customer service skills.
• Created standardized policies, procedures, and guidelines for customer service representatives.
• Maintained detailed records of employee performance during customer service training sessions.
• Assisted new hires in understanding the company's products and services as well as its mission statement and vision.

• Addressing customer inquiries via telephone calls, emails or in person, providing prompt responses to ensure customer satisfaction.
• Delivering exceptional service to every customer through interpersonal skills and active engagement.
• Assisted with any last-minute upgrades that customers would request, ensuring all customer needs are met
• Demonstrated key values of the airline by going above and beyond for each customer.
• Completing order transactions and generated travel documents and detailed itineraries
• Entering information accurately in Carina System to maintain up to date information about customer ticket orders.

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• Leading and supervising a team of check-in agents, providing guidance, training, and support to ensure exceptional customer service is being delivered.
• Monitoring the check-in process to ensure compliance with airline policies and procedures, as well as security and safety regulations.
• Handling escalated customer issues or complaints that arise during the check-in process, finding prompt and satisfactory resolutions.
• Monitoring and managing flight schedules and passenger loads to ensure efficient allocation of resources and staff at check-in.
• Conducting performance evaluations and providing feedback to check-in agents, identifying areas for improvement, and implementing training programs when needed.
• Ensuring compliance with all safety regulations, company policies and aviation industry standards

• Provide assistance in resolving issues such as flight delays and denied boarding
• Processing airfare payments and issuing boarding passes and luggage tags
• Maintaining accurate records of customer transactions ensuring customer confidentiality
• Communicating changes to flight details and providing information on airline policies and procedures
• Resolving any customer issues or complaints during the check-in process
• Handling flight disruptions, providing accommodation if necessary and ensuring re-bookings are done smoothly and efficiently.

• Coordinating with various teams, including ground staff, fuelers, catering, and maintenance teams, to ensure that all tasks are completed on time
• Inspecting aircraft for any damage or necessary repairs before boarding passengers
• Performing safety inspections before takeoff, including securing all cargo and checking equipment status
• Managing flight turnaround timelines, ensuring that passengers and luggage are boarded on time and the aircraft departs on schedule
• Troubleshooting any unexpected issues that may arise during the turnaround, such as delays or equipment malfunctions
• Ensuring compliance with all safety regulations, company policies and procedures, and aviation industry standards