Wafa Torbert

- Assisting in providing oversight for the day-to-day operations at your FBO location including the supervision of team members.

- Training and supervision of department staff to include customer service and line service personnel responsible for all aircraft servicing and ground handling.

-Assists the FBO Manager with directing operations personnel involved in establishing, promoting, and maintaining the Airport Authority’s fixed base operations services.

-Reviews daily inspections and work orders to insure that corrective measures are being initiated. Keeps the FBO Manager informed of all operational and service level issues, and emergency response issues.

-Attend safety meetings and provide updated briefings to line service area staff.

-Coach, mentor and motivate team members to develop future leaders.

-Performs daily self-audits, external auditing and safety oversight of all operational staff and procedures to obtain hazard free environment.

-Coordinates tasks with Customer Service Representatives and Duty Officers in order to provide quality service at all times.

-Along with the Manager of Training and Quality Control, review fuel inventory and ensures all fuel order entry procedures and fuel quality control activities are recorded, performed correctly and updated as appropriate.

-Schedules staff to insure customer service delivery levels are maintained.

-Ensures line staff and customer service staff time is productively used. Assigns and supervises personnel to appropriate collateral activities.

-Ensures that a constant flow of communication exists between management and Duty Officers, the line staff and customer service staff to confirm activities are properly coordinated within prescribed time frames and ensure costumers satisfaction.

-Administers disciplinary action when necessary in accordance with the NAA’s progressive disciplinary action procedures.

-May assume supervisory responsibilities in the absence of the department manager, or director.

-Must be physically present to work as member of the team to serve customers, visitors and staff who may need unscheduled assistance.

-Assist the FBO Manager to resolve customer issues.

-Coordinate with airport tenants and other customers to assure safe, efficient and timely delivery of service. Resolves customer service issues.

-Coordination of services, such as aircraft fueling, GPU, Lavatory Service, and hangar storage.

-Effectively communicating via air-to-ground radio and ground-to-ground radio, in addition to other forms of communication.

-Educating customers on available services, promotions, and programs.

-Manage concierge level services including hotel, catering, and ground transportation scheduling.

-Developing of strategic goals and objectives for the department.

-Preparation and administration of the department’s annual budget.

-Other duties and projects as assigned.

• Delivered guidance and strategic support to executive team.
• Generated opportunities to develop new and strategic collaborations and partnerships, resulting in success.
• Contributed to virtual and in-person board meetings, served on special committees and attendence for networking events.
• Provided customers with outstanding service, extending relationships for future business opportunities.
• Maintained smooth operations through careful management of office workflow and administrative processes.
• Ensured on-time delivered projects.

• Analysed complaint root causes to identify improvement areas.
• Maintained detailed knowledge of company offerings to recommend appropriate products to clients.
• Held regular meetings with relationship manager and other officers to discuss trends and new ideas to resolve issues.
• Authorised customer compensation with approval from management.
• Kept records of all contact with clients using CRM system.
• Identified and implemented customer service and complaint handling advancements.

• Oversaw business staffing and training, building successful, customer-focused team.
• Kept business in compliance with internal controls, industry regulations and health and safety requirements.
• Collaborated with cross-company departments, developing new strategies to capitalise on emerging customer trends.
• Maintained detailed and current records of inventory, personnel activities and business finances.
• Established clear budgets with sound controls to keep business operating with optimum finances.
• Created seasonal sales plans with varying stock and promotional strategies.
• Pursued new business opportunities by forging strong networks and contacting potential buyers.
• Compared supplier risks to make balanced, strategic purchasing choices.
• Analysed consumer data to predict future purchasing trends for informed decision-making.
• Enforced service standards to maintain establishment reputation for excellence.
• Formulated marketing and advertising strategies for continuous business growth.

Interview clients (both owners and prospective owners) to determine their specific timeshare property needs.
• Respond to inquiries regarding available timeshare properties, their locations and features, and benefits.
• Develop referrals or/and leads through client contact and cold calling activities and perform regular follow-up activities.
• Fulfil clients’ requests regarding property pricing, property maps, descriptions, and network information.
• Develop strategically layered questions to determine each client’s specific requirements.
• Schedule appointments with prospective clients and create and deliver timeshare property presentations to them.
• Provide clients with information on fixed ownership plans, factual ownership, and point-based plans.
• Conduct and manage business transactions by thoroughly reviewing loan applications and financial documents.
• Formulate strategies to analyze problems and overcome timeshare management problems.
• Complete purchase summary worksheets and develop plans to minimize cancellations and provide comprehensive owner assurances.
• Explain the features, advantages, and benefits of properties and advocate an appropriate amount of points to accommodate both owners and prospective owners.
• Provide clients with information on financing options and assist them in obtaining them.
• Create timeshare contracts and monitor them to minimize rescission decisions and ensure the timeliness of closings.
• Ensure that all correlating paperwork and documentation are completed within the provided timeline.

• Adapted sales techniques to specific clients and promoted products based on individualised client needs.
• Built lasting relationships with clients through customer service interactions.
• Helped resolve client problems quickly with superior customer service.
• Responded to telephone and in-person requests for information.
• Resolved customer concerns promptly to maintain satisfaction.
• Utilised various sales techniques to develop relationships with customers and drive sales.
• Closely monitored weekly sales to write reports for senior leadership and streamline operational processes.
• Collected and processed payments.
• Accounted for all inventory and ordered new stock.

• Fostered positive customer outcomes by tactfully challenging existing processes and optimising initiatives to meet clients' needs
• Established additional touchpoints throughout client acquisition process to increase client engagement and satisfaction.
• Managed staff rotas, planning workloads effectively and strategically.
• Offered instruction, coaching and motivation for enhanced team morale.
• Acted as first point of contact within service team to manage client queries relating to beauty.
• Identified operational problems and proposed solutions to management, improving service efficiency.
• Leveraged expert understanding of current products and services to tailor service, helping clients achieve desired outcomes.