Noura Pharaon

• Provided solutions for client needs in a dedicated service area, ensuring timely and accurate service.
• Addressed user customer service concerns and decided when to escalate problems to specialist team members.
• Engaged in user support interactions via telephone, chat and email platforms.
• Met productivity and expense targets while balancing response time, accuracy, and cost efficiency.
• Followed standard procedures for service requests, dispatching, and documentation.
• Troubleshot issues and provided resolutions using Salesforce, Zendesk, Jira, and other databases.
• Supported administrative tasks including reporting, documentation, and cross-team collaboration.
• Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.

Provided direct support to passengers while coordinating with crew and ground operations to
ensure smooth workflow and service delivery.
- Managed high-volume communications, balancing multitasking in time-sensitive environments with
accuracy and professionalism.
- Documented interactions and operational issues for compliance and quality assurance.
- Identified process improvements and provided resolutions to service disruptions, demonstrating
strong problem-solving skills.