ALI FARAH
Summary
Customer experience professional leading service recovery, team coordination, and issue follow-through in fast-paced support environments. Brings airline, travel, and frontline supervision experience to coaching service behavior, resolving escalations, and keeping customers informed. Supports consistent service delivery through documentation, communication standards, and accountability across shifts.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Servicing Travel Advisor
JPMorgan Chase
Westerville, OH
07.2026 - Current
- Fulfill 20 travel bookings weekly, aligning itineraries with client preferences and company travel policies.
- Build professional client relationships through responsive communication, anticipating needs, and delivering attentive travel support.
- Coordinate with travel vendors and service partners to confirm bookings and related arrangements meet client requirements.
- Stay current on travel practices, regulations, product definitions, and operating procedures to deliver accurate, consistent service.
- Strengthen itinerary details by confirming reservations, fare rules, and exchange requirements before client delivery.
- Maintain operational documentation and reservation records with careful attention to accuracy and policy compliance.
Customer Service Agent: Ticketing / Gate Agent
Delta Air Lines
Columbus, OH
06.2018 - 08.2026
- Processed 100-200 passenger documents daily across check-in and gate workflows.
- Supported customers in a fast-paced, high-volume environment across check-in, boarding, delays, and cancellations.
- Resolved time-sensitive passenger issues while balancing customer needs, operational requirements, safety procedures, and company policies.
- Communicated service changes, disruptions, and available options clearly to customers and internal teams.
- Processed baggage transactions, fees, and other time-sensitive work accurately across multiple airline systems and gate technologies.
- Coordinated assistance for passengers with additional service needs, including unaccompanied minors and wheelchair services.
Recruiter
Above and Beyond Healthcare
Cincinnati, OH
03.2025 - 06.2026
- Managed full-cycle recruitment for RNs, LPNs, CNAs, and Home Health Aides in a high-volume environment.
- Coordinated candidate scheduling, interviews, follow-up, and onboarding to keep communication responsive.
- Conducted behavioral interviews and competency screenings, then communicated next steps clearly to candidates.
- Partnered with Clinical Directors to forecast staffing needs and align hiring plans with workforce gaps.
- Tracked recruiting metrics, including time-to-fill and retention, to identify staffing efficiency improvements.
Flight Approval Coordinator
Vista America
Columbus, OH
01.2023 - 11.2024
- Monitored global security risks, restrictions, and NOTAMs, then communicated operational impacts to relevant teams.
- Managed competing priorities in a high-accountability environment, balancing urgency, accuracy, and clear documentation.
- Maintained accurate operational records and supporting documentation for time-sensitive flight decisions.
- Communicated itinerary changes and operational constraints clearly across cross-functional teams to prevent delays.
- Applied policy and procedure compliance standards when reviewing flight approvals and exception handling.
Operations Control Dispatcher
Vista America
Columbus, OH
04.2021 - 12.2022
- Monitored FAR Part 135 flight activity to support safe, compliant, and efficient operations.
- Adjusted aircraft and crew utilization in response to shifting schedules and customer requirements.
- Coordinated travel bookings, hotels, and ground transport for international trips.
- Resolved operational disruptions in real time and kept internal teams updated on trip status.
- Maintained clear cross-functional communication to keep trips moving safely and efficiently.
Passenger Service Supervisor
Airport Terminal Services
Columbus, OH
06.2016 - 06.2018
- Supervised frontline passenger service teams and coordinated personnel and equipment to support daily operations.
- Coached employees on service, safety, and operational standards to strengthen consistency and customer experience.
- Monitored frontline performance and reinforced service expectations across a high-volume airport environment.
- Supported training and safety compliance initiatives to keep staff aligned with airport requirements and procedures.
- Collaborated across the frontline team to maintain reliable customer service during time-sensitive airport operations.
Office Receptionist
Dependable Home Healthcare
Columbus, OH
07.2014 - 12.2015
- Supported patient and staff scheduling by organizing appointments, follow-ups, and daily front-desk priorities.
- Maintained compliance documentation and accurate administrative records for a healthcare environment.
- Handled frequent in-person interactions with professionalism, supporting smooth office communication throughout the day.
Education
High School Diploma -
Mifflin High School
Columbus, OH05.2014
Skills
- Travel booking & coordination
- Client relationship management
- Complex issue resolution
- Customer service
- Vendor coordination
- Travel policy compliance
- Itinerary management
- Reservation systems
- Ticketing procedures
- Operational documentation
- Sabre
- GDS ticketing
- Fare construction
- International travel documentation
- Exchange and refund processing
- Queue management
Personal Information
Title: Customer Support Travel Services Operations Scheduling Coordination
ADDITIONAL VALUE
- Customer-first service: Experience supporting people during stressful, time-sensitive situations while maintaining professionalism and empathy.
- Operational judgment: Aviation operations experience requiring rapid prioritization, accurate decisions, compliance awareness, and cross-functional coordination.
- Scheduling mindset: Experience coordinating staffing, travel, personnel, and operational resources where timing and coverage directly affect service delivery.
- Technology: Airline reservation/gate systems
- Recruiting platforms/job boards
- Microsoft Office
- Excel
- Shared tracking tools
- Video/conferencing platforms
- Rapid adoption of new systems
Certification
Aircraft Dispatcher License
Timeline
Servicing Travel Advisor
JPMorgan Chase
07.2026 - Current
Recruiter
Above and Beyond Healthcare
03.2025 - 06.2026
Flight Approval Coordinator
Vista America
01.2023 - 11.2024
Operations Control Dispatcher
Vista America
04.2021 - 12.2022
Customer Service Agent: Ticketing / Gate Agent
Delta Air Lines
06.2018 - 08.2026
Passenger Service Supervisor
Airport Terminal Services
06.2016 - 06.2018
Office Receptionist
Dependable Home Healthcare
07.2014 - 12.2015
High School Diploma -
Mifflin High School