Raja Ber Rekouche
Abu Dhabi,United Arab Emirates
Summary
Motivated Team leader with years of experience, recognised for assessing operational needs and developing solutions to save costs, improve revenues and drive customer satisfaction. Resourceful and well-organised with excellent leadership and team-building record.
Overview
13
13
years of professional experience
2
2
years of post-secondary education
Work history
Terminal Team Leader
Etihad Ground Services
Abu Dhabi, UAE
09.2024 - Current
- Implemented new working methods which improved overall efficiency of the team operations.
- Fostered a high-performing environment to drive productivity and quality.
- Monitored daily operations whilst reducing operational cost significantly.
- Conducted regular performance reviews to identify areas of improvement for each team member ensured adherence to company policy by all team
- Prioritised tasks according to urgency and importance, optimising workload allocation among team members.
- Coordinated daily tasks, ensuring smooth workflow within the team.
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Professionally handled difficult customer complaints and objections to maintain premuim customer service standards.
Customer Service Executive
Etihad Airways
Abu Dhabi, UAE
08.2014 - 09.2024
- Checking-in Passengers and Baggage at Abu Dhabi Airport using manual and computer systems, in accordance with airline procedures, and in compliance with IATA and GCAA Directives.
- Assisting in boarding on the flight at Abu Dhabi Airport, ensuring the company's policies are maintained and followed according to aviation security, customer service and airline industry standards.
- Transfer desk Stpc planner providing the required service in case of misconnection overbookings or flight cancellation, arrange hotel, transport coordinate with other department to ensure smooth operation and shift report.
- Perform quality controls and monitor production KPIs and POS handling.
Customer Service Agent
One and Only Royal Mirage
Dubai, UAE
01.2014 - 09.2014
- Greeting customers and answering their queries.
- Coordinating successful check in and check out procedures for all guests.
- Answering telephonic and in-person queries related to hotel services and resolving issues.
- Ensuring that both the Front Office Manager and Reception Supervisors were kept up-to-date of any relevant feedback from guests and other departments.
Customer Service Agent
Mazagan Beach Golf Resort
El Jadida, MOROCCO
12.2012 - 12.2013
- Greeting customers and answering their queries.
- Coordinating successful check in and check out procedures for all guests.
- Answering telephonic and in-person queries related to hotel services and resolving issues.
- Ensuring that both the Front Office Manager and Reception Supervisors were kept up-to-date of any relevant feedback from guests and other departments.
Education
Diploma of Education - HOSTING
Institute of Applied Technology And Tourism
AGADIR/MOROCCO 09.2010 - 06.2012
Skills
- Decision-Making autonomy
- Decisive decision-making
- Leadership proficiency
- Communication excellence
- Policy implementation and enforcement
- Key Performance Indicator (KPI) management
- Team supervision
- Report-writing
- Employee coaching and mentorship
- Staff management
Languages
English
French
Arabic
Personal Information
Date of birth: 10/20/90
Custom
Experienced guest service agent accustomed to working in busy and fast-paced environments with the ability to think and act quickly. A team player, desires to assist people, adaptable to change, highly efficient and has excellent organizational skills.
Timeline
Terminal Team Leader
Etihad Ground Services
09.2024 - Current
Customer Service Executive
Etihad Airways
08.2014 - 09.2024
Customer Service Agent
One and Only Royal Mirage
01.2014 - 09.2014
Customer Service Agent
Mazagan Beach Golf Resort
12.2012 - 12.2013
Diploma of Education - HOSTING
Institute of Applied Technology And Tourism
09.2010 - 06.2012
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