Dina Ahmed
Valley Stream,USA
Summary
Results-driven Customer Service Manager with 20 years of airline experience in airport operations and workforce planning. Expertise in enhancing customer satisfaction, ensuring regulatory compliance, and coordinating cross-functional teams to optimize on-time performance and service recovery. Experienced in staff development, operational reporting, and process improvement within high-pressure airport settings.
Overview
23
23
years of professional experience
Work History
Customer Service Manager
American Airlines
JFK International Airport
01.2012 - Current
- Provide strategic and operational leadership for daily airport customer service operations at one of American Airlines’ largest international stations.
- Lead frontline teams while ensuring safe, efficient, and customer-focused operations that support on-time performance, regulatory compliance, and operational excellence.
- Lead, coach, and develop customer service supervisors and frontline employees to achieve operational excellence and exceptional customer satisfaction.
- Direct daily airport operations across gates, ticket counters, lobby, baggage service, and customer service functions.
- Led airport operations during irregular operations (IROPs), managing responses to weather events, diversions, cancellations, delays, aircraft substitutions, and oversold flights.
- Ensure compliance with FAA, TSA, DOT, CBP, and American Airlines policies, procedures, and safety standards.
- Monitored operational performance and staffing levels, analyzing key performance indicators (KPIs) to identify continuous improvement opportunities.
- Collaborate with Operations Control, Dispatch, Crew Scheduling, Ramp Services, Airport Leadership, TSA, and government agencies to resolve operational challenges.
- Conduct operational briefings and communicate safety initiatives, business priorities, and customer service expectations.
- Lead customer recovery efforts by resolving complex customer concerns and implementing effective service recovery strategies.
- Support recruitment, interviewing, onboarding, employee development, performance evaluations, recognition, and corrective action.
- Promote a culture of safety, accountability, teamwork, diversity, inclusion, and continuous improvement.
Bank Teller II
Capital One Bank
Lynbrook, USA
01.2010 - 01.2012
- Processed deposits, withdrawals, loan payments, and treasury transactions, ensuring high customer satisfaction and accuracy.
- Educated customers on banking products and services, aligning solutions with financial needs to enhance customer experience.
- Educated customers on banking products and services, identifying opportunities to meet financial needs.
- Maintained transaction accuracy and balanced cash drawers, effectively resolving customer inquiries to support service excellence.
Airline Representative
EgyptAir
New York, USA
01.2004 - 01.2010
- Managed passenger check-in, boarding, reservations, and ticketing using the Amadeus Reservation System.
- Coordinated VIP passenger services and arranged international travel to enhance customer satisfaction.
- Coordinated VIP passenger services and international travel arrangements.
- Assisted customers with travel inquiries, baggage services, and Lost & Found operations to resolve issues promptly.
- Performed administrative and operational support functions to maintain efficient daily operations and improve service delivery.
Travel Agent
Dream Vacation Travel Agency
- Coordinated comprehensive domestic and international travel itineraries to meet client preferences and budgets.
- Booked airline tickets, hotel accommodations, and vacation packages tailored to client needs.
- Processed customer payments while monitoring flight schedules and travel changes to ensure seamless travel experiences.
Education
Bachelor’s Degree - Media and International Relations
Egypt University
Skills
- Customer Service Leadership
- Service Operations Management
- Flight Service Coordination
- Passenger service
- Crisis Management
- Customer Safety Standards
- Process Improvement
- Team Leadership & Coaching
- Cross-Functional Leadership
- Staff training
- Conflict Resolution
- Microsoft Office Suite
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
- Microsoft Outlook
- Microsoft Access
- Microsoft Project
- Employee relations
Languages
- English, Fluent
- Arabic, Fluent
Timeline
Customer Service Manager
American Airlines
01.2012 - Current
Bank Teller II
Capital One Bank
01.2010 - 01.2012
Airline Representative
EgyptAir
01.2004 - 01.2010
Travel Agent
Dream Vacation Travel Agency
Bachelor’s Degree - Media and International Relations
Egypt University