RAWDHA ALMARZOOQI

Rotational Training

Phase one: Guest Service Agent

• Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
• Verified identification and travel documents to efficiently board passengers for on-time departure.
• Reviewed and updated customer information to maintain up-to-date records for high-quality service.
• Worked with both airline systems Sabre and Amadeus
• Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
• Operated PA system to make announcements regarding flight activity.
• Coordinated with ramp agents to successfully store, remove and transport customer baggage.
• Provided follow through on all calls with confirmations and dissemination of requested information.
• Resolved customer complaints by listening to grievances, determining causes and deciding best solution.
• Prepared customer invoices, accepted payments, and processed refund and cancellation requests.

Phase two: Cargo Agent

• Utilized computer systems to manage cargo shipments and accurately track goods.
• Operated cargo handling equipment to facilitate safe and quick loading and unloading of cargo.
• Detected damages and discrepancies in cargo shipments with careful inspections and close monitoring.
• Compiled accurate cargo manifests to avoid shipping errors to meet regulatory standards.
• Checked import and export documentation to determine cargo contents and classified goods into different tariff or fee groups.
• Coordinated and verified proper dispatch of cargo shipments while working closely with different departments to resolve issues.
• Prepared hazardous material shipments in compliance with safe handling practices.
• Implemented and maintained security protocols to safeguard cargo shipments.

Phase three: Etihad ground support (Duty Manager)

• Developed and implemented new procedures and policies to improve operational productivity.
• Initiated plans to improve customer relations, quality standards, and service efficiency.
• Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Achieved results by working with staff to meet established targets.
• Solicited customer feedback to identify and improve on areas of weakness.
• Monitored workflow to improve employee time management and increase productivity.
• Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism while in the terminal.

Final Phase: Aircraft Dispatcher

• Monitored aircraft arrivals and departures and amending turnaround schedules if there are delays
• Liaising with ground crew and ensuring that tasks, such as cleaning, refuelling and loading, are completed on time
• Calculated how much fuel is required for the weight of the aircraft and distance of the journey
• Calculated the payload (weight of passengers, luggage, cargo and fuel) and produced a plan of where it should be positioned in the aircraft
• Prepared flight paperwork for the crew, such as printing of flight plans, passenger lists and weather reports
• Checked that all passengers and luggage or cargo is loaded and decid along with the pilot, when to close the departure gate
• Ensured that pre-flight safety and maintenance checks have been carried out with the captain while authorizing dispatch of the aircraft and completing all reports and logs according to company regulations
• Operated equipment such as air bridges and driving airside vehicles for transport crew.

• Performed pre-flight checklists on all systems to ensure GCAA safety standards.
• Flew routes on a twin engine DA-42 covering different districts and complied with all flight rules in each location.
• Monitored and interpreted instruments to determine flight status, aircraft condition and geographic position.
• Prepared and distributed instructions and policy updates on a multi-crew platform before departing.
• Completed daily flight tasks between domestic destinations in different weather conditions while remaining composed and poised.
• Planned routes, altitudes and speeds to provide fastest, safest and smoothest flights for on-time arrivals.
• Used coordination and planning skills to achieve results according to schedule.
• Observed aircraft safety systems and operational conditions and immediately reported issues.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Responded to customer requests for products, services, and company information.
• Provided primary customer support to internal and external customers.
• Processed customer adjustments to maintain financial accounts.
• Offered advice and assistance to customers
• Updated account information to maintain customer records.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Archiving