RAWHIA ALTARTEER
Dubai
Summary
Dynamic professional with extensive experience in Engineering and aviation operation and customer service. Excelled in roles requiring exceptional communication, problem-solving abilities, and a commitment to sustainability and superior customer care. Proven track record in enhancing operational efficiency and fostering strong client relationships through strategic resource allocation and environmental stewardship. Dynamic professional with extensive experience in Engineering and Aviation Operations. Delivered exceptional customer service and resolved complex issues through effective communication and problem-solving. Committed to sustainability and customer satisfaction while fostering strong client relationships.
Overview
18
18
years of professional experience
Work History
Customer Service agent
dnata-Emirates group
12.2024 - Current
- General Accountabilities:
- Display excellent customer service skills, team work and understanding to achieve customer satisfaction. Strive as part of a dedicated team to avoid complaints and earn compliments. Ensure excellent discipline and grooming standards are displayed at all times while on duty. Always adhere to the set service standards and procedures so that the passengers are handled in a friendly and efficient manner.
- Ensure all equipment used at the designated work location is in good working order and report any maintenance requirements to the senior management on duty.
- Ensure that all the requests and completion remarks are updated accurately in DMIS and that all charge notes are generated and authorised for billing. Generate a list of pending requests from DMIS to analyse advance work load profile.
- Report any irregularity or service shortfall to the senior management on duty to enable service recovery and appropriate corrective action to be taken.
- Ensure that the handling requirements of the various categories of passengers (e.g. unaccompanied minors, young passengers, wheelchair, elderly and passengers with special needs etc...) have been met and that special services and facilities are provided to meet any special services requirements by the customers.
- Control flights (where applicable) through the various DCS by assessing passenger load and amending levels for No Recs/Go Show, staff acceptance, upgrading and downgrading according to the airline specific requirements. - Managed check-in process for passengers, issuing boarding passes and allocating seats according to preferences.
- Resolved passenger complaints regarding flight bookings and luggage issues, offering swift and satisfactory solutions.
Guest Service Agent/Airport operation
ETIHAD AIRPORT SERVICE
ABUDHABI
12.2021 - 07.2024
- Assisted guests with check-in and check-out procedures following established guidelines.
- Supported a variety of airport services including guest handling, baggage check-in, and ticket processing.
- Collaborated with handling agents to aid in efficient service delivery for guests.
- Coordinated with cabin crew to ensure timely boarding operations.
- Conducted initial security screenings to monitor airport access effectively.
- Processed daily enquiries and provided timely assistance to both internal and external customers.
- Aided customers with various services in compliance with established policies.
- Escalated complex enquiries to appropriate teams for specialised support.
- Tracked customer complaints and reported key issues to supervisors.
- Interacted with internal teams to ensure smooth customer service delivery.
- Performed assigned tasks to maintain compliance with standards and enhance customer service.
Airport Customer Service Agent
Emirates Group/Dnata
Dubai
02.2016 - 09.2020
- Complaint handling, Faultless customer care, Sabre, Booking processing, Project assistance, Email inbox management, Client relationship building, Administrative leadership, Strategic resource allocation, Microsoft Office, Staff management, Task delegation, Project engineering, Workforce training, Research and development.
- Ensure allocated flights are opened/closed and edited as per the defined configuration and the airline specific requirements.
- Ensure flight control sheets are maintained for each flight and message with regards to PNL, ADL, SOM, and LDM are actioned and filed.
- Regularly update DMIS with configuration, booked load and actual load of the flight allocated.
- Control flights (where applicable) through the various DCS by assessing passenger load and amending levels for No Recs/Go Show, staff acceptance, upgrading and downgrading according to the airline specific requirements.
- Monitor the arrival immigration problems, retrieve relevant documentation and report accordingly ensuring adherence to all procedures with regard to travel, immigration and safety regulations.
- Monitor check-in including 'queue-combing' to keep customers informed of checking delays, identifying and giving priority to Premium customers and ensure service standards are maintained.
- Assist in the preparation and completion of pre and post flight documentation and statistical information.
Engineering & Environment Coordinator
The Ritz Carlton DIFC
Dubai
09.2012 - 01.2016
- Working as engineering coordinator, Environmental, water treatment and Preventive Maintenance supervisor.
- Responsible for following up status of chemical water treatment in steam boilers, water tanks, softeners and swimming pools, by conducting daily analytical tests.
- Follow up on preventive maintenance by using transcendent program to manage hotel assets, documents, maintenance programs.
- Assists in establishing and implementing energy conservation program.
- Ensure all work areas follow safe work practices and fire procedures.
- Respond immediately to all work requests which concern Health and Safety.
- Ensure environmentally friendly practices are followed when handling chemicals, lubricants and finishing products.
- Assists in maintaining working condition of building structure, building operations systems, technical equipment of other departments, maintenance conditions in guest rooms, public spaces, back of house service areas.
Engineering Coordinator and Environmental Engineer
Kempinski Hotel
Aqaba
10.2010 - 08.2012
- Working as engineering coordinator, Environmental, water treatment and Preventive Maintenance supervisor.
- Responsible for following up status of chemical water treatment in steam boilers, water tanks, softeners and swimming pools, by conducting daily analytical tests.
- Responsible of following and reporting preventive maintenance of all equipment with engineering team, established By using QEMS ( quality engineering management system ) and making proper checklist to apply perfect procedures to maintain all equipment's.
- Responsible for execution of all administration and filing works in an efficient manner as specified in technical & administrative directives.
- To ensure co-ordination of internal organization and between engineering department and other departments.
- Energy Conservation - to observe energy and utilities usage in hotel and on grounds to look for ways to conserve energy and report any ideas to Engineering Management.
- Accountable on Environment improvement in hotel and working on Green Key certificate which concerns Environmental preservation by reduction of impacts of hotel on environment.
- Prepare material requisition and purchase orders.
- Perform environmental site assessments, providing remediation recommendations.
Research and Technical service engineer
Delta Energy Services
Amman
07.2009 - 08.2010
- For water and wastewater treatment division in Delta (Water solutions Company) major duties and responsibilities can be summarized as below:
- Analytical and chemical Water sampling on Site Calibration of equipment.
- Create and execute project work plans and revise as appropriate to meet changing needs and requirements.
- Conduct research on assigned subject in appropriate area of water treatment.
- Identify resources needed and assign individual responsibilities.
- Prepare for engagement reviews and quality assurance procedures.
- Ensure project documents are complete, current, and stored appropriately.
- Analyze project profitability, revenue, margins, bill rates and utilization, quotations and Perform Invoices to customers as required.
- Meet customers on premises to discuss their requirements.
- Waste Water management.
- Familiar with softeners, Reverse osmosis steam boiler, and swimming pool chemicals.
Quality Control Engineer trainee
Precious Metal and Inspection & Surveillance Department
Amman
06.2008 - 12.2008
- Trainee for chemical engineering degree.
Education
Bachelor Degree - Chemical Engineering
University of Jordan
Amman, Jordan06.2009
Skills
- Problem-solving expertise
- Check-in procedures mastery
- Airport service program,ALTEA,SABRE
- Dangerous goods handling
- Tourism environmental knowledge
- HACCP certification
- Quality management (ISO 9002)
- Environmental management (ISO 14001)
- Positive attitude
- Organizational skills
- Emergency response readiness
- Travel documentation verification
- Adaptability under pressure
- Customer service excellence
- Airport security awareness
- Attention to detail
- Multitasking skills
- Boarding process efficiency
- Passenger assistance
- Team collaboration
- Time management expertise
- Communication skills
- Airline policy knowledge
- Microsoft Office proficiency
- Safety compliance
- Coordination skills
- Complaint resolution
Languages
Arabic
English
Custom Section
- Dangerous Goods for Passenger
- Tourism Environmental by DTCM
- HACCP certificate
- Quality ISO 9002
- EMS ISO 14001
- Handling Complaints
- Airport service program, ALTEA, SABRE, ESconnect,Crane
Timeline
Customer Service agent
dnata-Emirates group
12.2024 - Current
Guest Service Agent/Airport operation
ETIHAD AIRPORT SERVICE
12.2021 - 07.2024
Airport Customer Service Agent
Emirates Group/Dnata
02.2016 - 09.2020
Engineering & Environment Coordinator
The Ritz Carlton DIFC
09.2012 - 01.2016
Engineering Coordinator and Environmental Engineer
Kempinski Hotel
10.2010 - 08.2012
Research and Technical service engineer
Delta Energy Services
07.2009 - 08.2010
Quality Control Engineer trainee
Precious Metal and Inspection & Surveillance Department
06.2008 - 12.2008
Bachelor Degree - Chemical Engineering
University of Jordan