Hafsa Daher
Minneapolis,United States
Summary
Customer-focused aviation professional with strong multilingual communication skills and hands-on experience in boarding operations, passenger assistance, safety compliance, and airport coordination. Skilled in managing high-volume hub environments, navigating irregular operations (IROPS), and ensuring on-time departures while providing a positive passenger experience. Committed to delivering excellent customer service, maintaining hub operational efficiency, and upholding strict aviation safety standards.
Overview
1
1
Certification
6
6
years of professional experience
Work History
Airport Customer Service Agent
Delta Air Lines
Minneapolis, MN
11.2024 - Current
- Manage gate arrival and departure workflows for 10–15 daily flights in a high-volume hub; collaborate with flight crews and ground crews to prevent boarding delays and ensure D0 on-time performance.
- Deliver clear announcements over the PA system, communicating important flight updates to all passengers.
- Maintain smooth customer service operations during major delays and cancellations, handle rapid rebooking and gate changes while de-escalating tense passenger situations under tight time constraints.
- Coordinate with flight crews and ramp services to verify and finalize flight documentation, passenger manifests, and cabin baggage weight limits; reconcile passenger and baggage data to ensure strict compliance with FAA weight-and-balance requirements, promptly escalate any discrepancies prior to flight release.
- Verify international passports and flight documents to ensure compliance with FAA and TSA requirements.
Patient Services Representative
Northern Light Health
Portland, ME
08.2023 - 08.2024
- Managed patient registration, scheduled appointments, and responded to phone inquiries to ensure a smooth, welcoming experience at the clinic.
- Performed critical administrative tasks including insurance verification, copay collection, basic billing assistance, and secure data entry.
- Maintained precise medical records and secured sensitive patient data under strict HIPAA guidelines across all departments.
- Coordinated communication between patients and healthcare professionals to improve the patient experience and keep daily operations running smoothly.
Nutrition Services
Maine Medical Center
Portland, ME
09.2020 - 08.2024
- Prepared, portioned, and plated meals according to approved menus, therapeutic diets, and precise medical guidelines to ensure strict compliance with individual dietary requirements.
- Maintained a clean, sanitized, and organized kitchen while ensuring kitchen equipment was used safely and in compliance with food safety standards.
- Managed food supplies and inventory tracking while coordinating with supervisors regarding special dietary needs and critical food allergies.
- Collaborated with staff to deliver exceptional service to patients and visitors, maintaining a warm and welcoming environment.
Education
Associate of Science - Health Sciences
Southern Maine Community College
S. Portland, ME05-2024
Skills
- Airline operations
- Airport safety regulations
- Boarding pass assignment
- Airline reservation systems
- VIP passenger handling
- Baggage handling coordination
- Conflict resolution and problem-solving aptitude
- Excellent communication and interpersonal Skills
- Time management and multitasking
- Foreign language proficiency
- Teamwork and collaboration
- Attention to detail
Certification
- Basic Life Support (BLS) — American Heart Association (AHA)
- Vital Signs Competency
- Top 10% Above Wing Customer Experience Agent
Timeline
Airport Customer Service Agent
Delta Air Lines
11.2024 - Current
Patient Services Representative
Northern Light Health
08.2023 - 08.2024
Nutrition Services
Maine Medical Center
09.2020 - 08.2024
Associate of Science - Health Sciences
Southern Maine Community College