Mayyas Baker
Senior Airport Operations And Customer Service Professional
Dubai
Summary
Experienced Customer Service Professional with over 16 years of experience in Airline and Airport Operations. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
12
12
years of professional experience
19
19
Certifications
2
2
Languages
Work History
Airport Services Supervisor
Emirates Airline
Dubai
12.2010 - 05.2021
- Supervise the airport team to ensure on-time flight closure and working towards overall on-time performance.
- Display excellent motivational leadership, delegation and mentoring in-order to facilitate customer satisfaction.
- Ensure that all facilities, manpower, equipment, are prepared to offer the highest level of Customer Service.
- Conduct shift briefings with team members to ensure that standards operation procedures are strictly adhered.
- Train new staff members and ensuring that all employees are up to date on knowledge of safety policies and procedures.
- Monitor, direct and control passenger service activities Such As check in, boarding, connection and arrival during the shift by proper planning and evaluating critical scenarios that exist or could occur, such as denied boarding, flight delays and cancellations, major flight disruptions, system breakdowns.
- Investigate and respond to queries and complaints in an efficient and timely manner in order to restore passenger confidence.
- Ensure all agents working for, or on behalf of the company are well motivated, groomed, given coaching/guidance support and that they are able to perform their tasks in an efficient and professional manner to ensure a high level of customer service.
- Reply to queries from other stations, Handling Agents and Govt. Authorities.
- Report discrepancies in day to day activities and recommend solutions.
- Check and rectify errors by outstations
- Maintain staff discipline and ensure they all comply with Company regulations.
Accountant and Operation Coordinator
Continental Jet Services
Sharjah
03.2009 - 07.2010
- coordinate with Civil aviation authorities and agents to obtain over flight and landing permits.
- Handling Accounting Process for suppliers and customers.
- Issuing invoices for customers.
- Audit Suppliers and Customers Accounts and invoices.
- Reply to customers and suppliers queries.
- Handle company daily expenses and record it.
Education
Leadership Certificate - Organizational Leadership
Emirates Aviation College
04.2001 -
Diploma - Accounting And Finance
Technical Institute For Accounting And Finance
Damascus Syria 04.2001 -
Skills
Excellent Communication
Analytical and Critical Thinking
Decision-Making
Multitasking Abilities
Team Management
Outstanding Customer Service
Certification
Building Resilience as a leader
Timeline
Airport Services Supervisor
Emirates Airline
12.2010 - 05.2021
Accountant and Operation Coordinator
Continental Jet Services
03.2009 - 07.2010
Leadership Certificate - Organizational Leadership
Emirates Aviation College
04.2001 -
Diploma - Accounting And Finance
Technical Institute For Accounting And Finance
04.2001 -