Summary
Overview
Work history
Education
Skills
Training
Languages
Timeline
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Liping Yang

Liping Yang

Abu Dhabi,UAE

Summary

Seasoned aviation professional with over 11 years of comprehensive experience across the aviation industry, with a strong focus on customer service, ground handling, and ticketing and reservations. Adept at working across multiple operational domains to ensure high levels of efficiency, compliance, and service excellence. Skilled in the use of industry-standard systems including SABRE, AMADEUS, CRM, Sprinklr, Comarch, Oncommerce, and WorldTracer. Recognized for excellent communication, problem-solving abilities, and a deep understanding of airline procedures. Dedicated to enhancing the passenger journey and supporting the smooth operation of aviation services.



Overview

14
14
years of professional experience

Work history

Online Community Specialist

Etihad Airways
Abu Dhabi
10.2021 - 07.2025
  • Published daily shift tasks, monitored progress to ensure timely completion, coordinated with teams and stakeholders to resolve issues, ensured smooth daily operations, and provided daily reports to the management for continuous improvement.
  • Managed EY’s global social media presence (Facebook, Instagram, X, LinkedIn, YouTube, Weibo, WeChat), ensuring consistent content and guest engagement.
  • Responded to guest inquiries, escalated issues, and supported resolution across public and private channels.
  • Analyzed social media data to generate sentiment, performance, and campaign reports with actionable insights.
  • Supported content creation and optimization for Chinese platforms.
  • Monitored forums, mobile app reviews, and Google Maps feedback, coordinating with internal teams.
  • Translated onbaord IFE content and official communications, ensuring linguistic accuracy.
  • Identified and reported potential safety threats to relevant stakeholders


Guest Service Agent

Etihad Airways
Abu Dhabi
12.2014 - 09.2021
  • Monitored connecting flight loads and short connections, coordinating with supervisors and back-office teams to optimize ground handling efficiency at the flight transfer desk.
  • Managed deportee and inadmissible passenger processing, ensuring full compliance with security protocols.
  • Handled flight disruptions, delays, and missed connections by efficiently rebooking passengers and coordinating transfers to maintain operational flow.
  • Issued HOTAC and denied boarding vouchers in accordance with airline policies.
  • Assisted VVIP/VIP, premium, and unaccompanied minor (UMNR) passengers with specialized services.Delivered high-quality customer service, reflecting the airline’s premium brand image.
  • Oversaw counter operations, ensuring equipment readiness, availability of supplies, and appropriate staffing to manage daily passenger volumes and irregular operations.
  • Resolved booking conflicts calmly while maintaining smooth ground operations.
  • Collaborated with aviation authorities and internal teams to promptly address and resolve operational issues.
  • Delivered exceptional customer service with a strong focus on operational efficiency and safety standards.

Beauty Advisor

Abu Dhabi International Airport Duty Free
Abu Dhabi
06.2013 - 11.2014


  • Learn professional knowledge, the popularity of simple beauty knowledge for the customer, analysis of customer needs, to provide customer with reasonable care
  • Service with a smile, the patient asked the customer, make customer satisfaction
  • Achieve sales performance

Waitress

Etihad Towers
Jumeirah, Abu Dhabi
10.2011 - 10.2013
  • Ensure proper appearance (condition of uniformes) and grooming whilst on duty.
  • Communicate directly with guest i.e. presents menu, helps with recommendations, receives orders, places orders and handles payments.
  • Handle guest complaints as per instructions or consults the immediate supervisor.


Education

Tourism Management

Guiling Institute of Tourism

Skills

  • Computer literacy and software proficiency
  • Content Creator
  • Project Managment
  • Verbal and written communication
  • People management
  • Patience and empathy
  • Conflict resolution
  • Innovative thinking
  • Time management
  • Research skills

Training

  • Tour guide certificate
  • Telephone Techniques
  • Ticketing and Reservation training
  • Sales skill training
  • Sabre system training
  • Amadeus system traning
  • WorldTravel Training

Languages

English
Fluent
Chinese (Mandarin)
Native
Chinese (Cantonese)
Fluent

Timeline

Online Community Specialist

Etihad Airways
10.2021 - 07.2025

Guest Service Agent

Etihad Airways
12.2014 - 09.2021

Beauty Advisor

Abu Dhabi International Airport Duty Free
06.2013 - 11.2014

Waitress

Etihad Towers
10.2011 - 10.2013

Tourism Management

Guiling Institute of Tourism

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Liping Yang