Summary
Overview
Work History
Education
Skills
Leadershipdiversity
Majorstrengths
Certification
Languages
Timeline
Generic

Jalila El Saidi

Fort Worth,TX

Summary

Innovative, results-driven aviation professional with over 15 years of airline industry experience, I bring a proven track record in enhancing employee relations and delivering exceptional customer experiences. Committed to placing the customer at the heart of every strategy, I excel in client relationship management, personalized service delivery, and strategic account planning.

Core competencies include, customer focus and resolution, contact center technology and account management. Leveraging strong negotiation and conflict resolution skills, I ensure business objectives are met and exceeded. My ability to harness analytical insights drives client retention and business growth, paving the way for innovative solutions and lasting success.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Senior Project Manager

American Airlines
04.2021 - Current
  • Migrated 40+ business units to Amazon Connect
  • Provided more than 10,000 users with an innovative platform
  • Managed stakeholder expectations
  • Directed cross-functional teams to achieve project milestones and enhance overall productivity.
  • Negotiated project scopes with stakeholders to optimize resource allocation and timelines.
  • Built relationships across teams to ensure proper alignment between stakeholders
  • Created solution to reduce cost such as containment which allows us today to save about $84M.


Quality Analyst/Account Manager

American Airlines
02.2018 - 04.2021
  • Analyzed market trends by conducting thorough data research.
  • Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
  • Increased client satisfaction by cultivating strong relationships and understanding client needs.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Conducted regular account reviews to identify areas for improvement and ensure continued success.
  • Actively participated in networking events within the industry, expanding professional connections
  • Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.
  • Managed new sales initiative for Global Reservations
  • Strong collaboration with internal co-brand team to launch new promotions

Customer Care Manager

American Airlines
02.2014 - 02.2018
  • Led a team of 30+ home based/office based representatives
  • Engaged and developed team members by employing creative coaching strategies and techniques to drive continuous improvement
  • Motivated and cultivated an interactive and unified culture as a part of the RDU Res Events Team by managing and facilitating employee engagement activities
  • Managed team’s attendance
  • Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
  • Facilitated open communication between team members, promoting a supportive work environment that encouraged collaboration and innovation.

Airport Customer Service Manager

American Eagle Airlines
02.2011 - 02.2014
  • Responsible for Ramp, Passenger Services and Baggage Office on American Airlines, American Eagle and Trans States flights (100+ direct report)
  • Handled shift bids, hiring and onboarding process
  • Overtime processing in accordance to Union Contract (TWU)
  • In charge of all the administration tasks (Budget, Payroll, financial reports, PTR, FMLA)

Education

Degree - Economics and Social Studies

Lycee Cassini

Skills

  • Microsoft Word
  • Azure
  • Excel
  • PowerPoint
  • NICE Perform Analytics
  • COMPASS
  • Amazon Connect
  • Visio
  • SABRE
  • Coupa

Leadershipdiversity

  • Member of the first Emerging Leader’s program
  • President and co-founder of the first Language Matters’ chapter in RDURES
  • Global Lead to contribute to the culture of diversity within the company

Majorstrengths

  • Agile
  • Customer Focus and Resolution
  • Finance and Budgeting
  • Contact Center Technology
  • Union Contract
  • Employee Coaching
  • Training and Development
  • Account Manager

Certification

  • Certified Product Owner (CPO) - Scrum Alliance.

Languages

French
Native or Bilingual
Arabic
Limited Working

Timeline

Senior Project Manager

American Airlines
04.2021 - Current

Quality Analyst/Account Manager

American Airlines
02.2018 - 04.2021

Customer Care Manager

American Airlines
02.2014 - 02.2018

Airport Customer Service Manager

American Eagle Airlines
02.2011 - 02.2014

Degree - Economics and Social Studies

Lycee Cassini

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Jalila El Saidi