MIHAELA MIHALCA
Summary
Dynamic leader with proven expertise in staff training and development, and ground handling, honed at Royal Jordanian Airline and DNATA. Excelled in enhancing operational efficiency and customer satisfaction through effective team management and decision-making. Skilled in ramp operations and incident reporting, consistently achieving significant improvements in service quality. Dedicated airfield operations expert with aviation industry experience. Proficient in airfield maintenance, aircraft fueling and aircraft ground handling operations. Talented at implementing new airfield operations protocols and enforcing compliance with aviation regulations. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
20
20
years of professional experience
1
1
Certification
Work History
AIRPORT SERVICES SUPERVISOR- ACTING DEPUTY MANAGER
ROYAL JORDANIAN AIRLINE
2015.11 - Current
- Ensured smooth transition during shift changes by preparing detailed handover reports outlining important updates or pending tasks requiring attention from incoming personnel.
- Enhanced customer satisfaction levels with proactive problem-solving and timely resolution of complaints.
- Facilitated effective communication among team members during emergencies or operational disruptions to keep airport services running smoothly.
- Balanced staffing needs with available resources in order to maintain optimal efficiency levels throughout the Airport Services department.
- Improved airport operations efficiency by streamlining passenger check-in and boarding processes.
- Collaborated with airlines to maintain compliance with industry regulations and standards, ensuring safe operations at all times.
- Conducted regular audits of operational processes to identify inefficiencies, implementing corrective measures where necessary to continuously improve service quality.
- Evaluated employee performance on a regular basis, providing constructive feedback and coaching as needed to support professional growth.
- Reduced wait times for passengers by effectively managing staff resources during peak periods.
- Maintained strong working relationships with key stakeholders such as airport authorities, customs officials, and airline representatives to ensure smooth operation of the facility.
- Led regular team meetings to discuss goals, challenges, and opportunities for improving service quality within the department.
- Maintained flight and events logs, aircrew flying records, and flight operations records of incoming and outgoing flights.
- Investigated and reported accidents, incidents, or safety concerns to appropriate personnel and authorities.
- Trained and developed new hires to drive efficient performance by teaching and emphasizing key skills, procedures and performance optimization strategies from day one.
- Conducted departure and arrival briefings.
- Upon staff reporting to the shift: a. Brief staff of any new regulations, instructions and circulars b. inform each reporting staff of his/her assigned duty (serving RJ or customer airlines flights): c. follow-up on staff attendance at the counter at all times - Record any incident, case, complaint, etc. by sending an E-mail to manager.
- Follow-up on check-in operation to ensure it is conducted in a smooth and regulated manner as per the set policy. - Close flights' check-in as per the set procedures - Handle passengers during flights disruptions (Delay, Cancellation, rebooking, etc.) as per the set procedures.
- Handle passengers with reduced mobility and special needs as per the set procedures. - Disseminate new regulations, updates, and memos to staff through email and WhatsApp.
- Ensure ‘Customer Airlines check-in process is conducted as per the signed agreement. - Checking serviceability of boarding equipment (computers, scanner, paging system) prior to starting the operation
- Follow up with boarding staff to prepare boarding counters required forms and labels for flight boarding time.
- Performing passengers boarding process as per the set procedures (visa check, identity verification, priority boarding, offloading missing passengers, etc.)
- Handling passengers during flights disruptions (delay, cancellation) as per the set procedures.
- Handling passengers with reduced mobility and special needs as per the set procedures
- Observing customer services principles while dealing with the passengers - Coordinating with station control 20 minutes prior to gate closure regarding missing passengers
- Closing boarding gate as per the set procedures (10 minutes to ETD) - Performing flight reconciliation in the system once all passengers are boarded
- Securing labels, boarding passes, documents and information from unauthorized use
- Keeping the cleanliness of work area
- Implemented safety procedures to minimize risks associated with baggage handling, aircraft servicing, and ramp operations.
- Managed daily performance metrics, identifying areas for improvement and implementing corrective actions accordingly.
Sr. Customer Service Team Leader
DNATA
2006.10 - 2015.10
- To provide consistent quality service to the customers at any designated area (check-in, boarding gate, transfer desk) in compliance with agreed company service standards and Standard Operating Procedures-SOP.
- Ensure safety policy and security standards are applied at work area set by the company and local authorities.
- To plan and act according to the briefing received from the Supervisor or Airline on various functions to be performed as per the required procedures for handling specific flights.
- Identify customer's need and respond sensitively to the same as well as handle customer complaints and assist them with solutions to their problems.
- · Ensure that the equipment at the designated work area (check-in / boarding gates / transfer desks) are functional before starting the flights and any faults are reported promptly and maintain safety and security by consistently applying the Company's Safety Policy and security standard while executing the duties.
- · Establish quality atmosphere at work place by delivering consistent quality service. Proactive in assisting co-workers and senior.
- · Provide assistance to all passengers to the highest standard of customer service at all times, especially in the event of delays, cancellations and diverted flights, in compliance with the agreed Service Standard, and Standard Operating Procedures in-order to achieve customer satisfaction and reduce complaints related to service failure.
- Led by example through consistently maintaining excellent performance standards.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Internet Cafe Operator
John & Co SRL
2004.10 - 2005.02
- Operated various types of machinery, demonstrating versatility and adaptability in diverse work environments.
- Maintained a safe working environment by enforcing strict adherence to safety guidelines and protocols.
- Assisted in training new operators, sharing knowledge of best practices and promoting a culture of teamwork amongst peers.
- Provided on-the-job training to newly hired workers and team members.
- Assisted with equipment startups and machine installation tasks.
- Set up machines to start production cycles and controlled machine settings.
- Performed equipment tests, calibrations and repairs to keep machines running smoothly and prevent malfunctions.
- To welcome all users of the service and to assist them as needed i.e. logging on, using new programs, gaming, emailing etc.
- Assist staff, volunteers as needed, referring any incidents as set out in procedures i.e. child protection, vulnerable adults.
- Update records of installed hardware and software, maintain a software library and store original copies of installed applications.
- Maintain the Internet cafe's internal network and website
Education
Bachelor of Science - Bachelor of Economics
Finance Bank University
ROMANIA06.2004
Skills
- Ramp operations
- Staff Training and Development
- Team Management
- Effective Decision Making
- Passenger Assistance
- Airport Security Regulations
- Ground handling expertise
- Ticketing and Reservations
- Incident Reporting
- Load Planning
- Operational knowledge
- Airline industry knowledge
- Aircraft operations procedures
- Aircraft emergency protocols
Accomplishments
- Collaborated with Quality Assurance Auditors in the development of CQM outstation audit.
- Resolved product issue through consumer testing.
- Collaborated with Manager Automation Section in migration to a new airport check-in system.
- Collaborated with GHA Management with team of 25 in training them in regards with airline product , customer service , documentation checks,etc.
Certification
Life Insurance Consultant
FSB Training (Flight System Boarding).
DCS Check In Training on (GUI Interface).
Dangerous Goods Training.
Safety and Security Training.
Saber Training
Aeroflot Russian Airlines (SU) - SabreSonic Check-In Training
Babel CLF – Virgin Atlantic (VS)
Virgin Atlantic (VS) - Loved for Service
Business Excellence: The Fundamentals Of Quality.
Employee Performance: Managing Difficult People.
Dnata Passenger And Baggage Acceptance.
Information Systems Protection: Information Security.
Fatigue And Shift Work.
DFO Fundamentals.
Airside Load Management.
Electronic Tickets: Accepting Passengers.
Issuing Electronic Tickets.
Employee Assistance Center: Credit Cards.
Time Management: Developing A Time Management Plan.
Examining Travel Documents.
Excellence In Service: Providing Superior Customer Service.
DGR Cat10 licensed.
Aircraft Handling & Loading
Customer Service & Interpersonal Skills Courses
ERP & SAT Training
ONEWORLD Alliance Training
Security Foundation Course
SMS Training Course
Foundation and Ground Services Sec online course
Passenger Handling
Baggage Handling
Safety Course
RJ Awareness Platform Course
Phishing Awareness Course
Languages
Arabic
Upper intermediate (B2)
English
Advanced (C1)
Romanian
Bilingual or Proficient (C2)
Additional Information
Service Champion for the month of March2009.
In recognition of the professionalism exhibited whilst executing your duties on flight MS913/19th Sept2009.
In recognition of the suggestion put forward to eliminate errors raised due to reprinting of boarding pass and baggage tags
In recognition of the professionalism exhibited whilst handling Royal Jordanian flights. Feedback received from Royal Jordanian ASM.
In recognition of the excellent service and professionalism exhibited whilst handling Royal Jordanian flight RJ 611/10th June'10
In recognition of the assistance provided towards passengers of disrupted flight QR101/27Mar which was cancelled and passengers were transferred.
In recognition of the excellent customer service and dedication provided to Andrew Harrison who traveled on Safi Airways.
In response to the result of the customer feedback from the survey conducted on VS flights.
In recognition of the commendation received from the airline for outstanding customer service rendered to passengers, Miss Farrow and Mr. Thompson travelling on VS401/01Apr'14
RJ HEROES TWICE in 2023-2024
Timeline
AIRPORT SERVICES SUPERVISOR- ACTING DEPUTY MANAGER
ROYAL JORDANIAN AIRLINE
2015.11 - Current
Sr. Customer Service Team Leader
DNATA
2006.10 - 2015.10
Internet Cafe Operator
John & Co SRL
2004.10 - 2005.02
Bachelor of Science - Bachelor of Economics
Finance Bank University
Life Insurance Consultant
FSB Training (Flight System Boarding).
DCS Check In Training on (GUI Interface).
Dangerous Goods Training.
Safety and Security Training.
Saber Training
Aeroflot Russian Airlines (SU) - SabreSonic Check-In Training
Babel CLF – Virgin Atlantic (VS)
Virgin Atlantic (VS) - Loved for Service
Business Excellence: The Fundamentals Of Quality.
Employee Performance: Managing Difficult People.
Dnata Passenger And Baggage Acceptance.
Information Systems Protection: Information Security.
Fatigue And Shift Work.
DFO Fundamentals.
Airside Load Management.
Electronic Tickets: Accepting Passengers.
Issuing Electronic Tickets.
Employee Assistance Center: Credit Cards.
Time Management: Developing A Time Management Plan.
Examining Travel Documents.
Excellence In Service: Providing Superior Customer Service.
DGR Cat10 licensed.
Aircraft Handling & Loading
Customer Service & Interpersonal Skills Courses
ERP & SAT Training
ONEWORLD Alliance Training
Security Foundation Course
SMS Training Course
Foundation and Ground Services Sec online course
Passenger Handling
Baggage Handling
Safety Course
RJ Awareness Platform Course
Phishing Awareness Course
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