Malak Othman
Summary
Results-driven Manager with proven expertise in strategic planning and financial management. Enhanced customer service and staff development, improving team performance and efficiency. Skilled in time management and problem-solving to meet company objectives. Strong background in records management and Microsoft Office, with a focus on building loyal customer relationships and exceeding productivity targets.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Agent
American Airlines
Chicago
05.2025 - Current
- Assisted large volume of customers daily, fostering positive experiences and enhancing customer satisfaction.
- Delivered excellent customer service to passengers by promptly addressing inquiries and effectively resolving complaints.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Addressed customer account discrepancies and concerns.
- Responded to customer requests for products, services, and company information.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Assisted passengers with check-in procedures including verifying identification documents and issuing boarding passes.
- Utilized computer systems such as SABRE or Amadeus for booking flights, assigning seats, and printing tickets.
- Guided passengers through security checkpoints and to correct terminals.
- Verified travel documents and tickets, providing passenger boarding passes once completed.
- Managed gate operations including boarding announcements, seating assignments, and managing standby lists.
Passenger Service Agent
AGI
Chicago
07.2024 - Current
- Assisted high volume of customers daily with positive attitude, enhancing overall customer satisfaction.
- Verified travel documents and tickets, providing passenger boarding passes once completed.
- Managed gate operations including boarding announcements, seating assignments, and managing standby lists.
- Addressed customer requests for products, services, and company information, ensuring accurate and timely responses.
- Educated passengers about luggage weight restrictions, boarding times, and trip information.
- Provided excellent customer service to passengers by responding to inquiries and resolving complaints in a timely manner.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to passengers by promptly responding to inquiries and effectively resolving complaints.
- Demonstrated strong communication skills while interacting with customers, colleagues, and management personnel.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized computer systems such as SABRE or Amadeus for booking flights, assigning seats, and printing tickets.
- Assisted unaccompanied minors according to airport procedures to facilitate child safety.
Manager
McDonald's
Chicago
09.2020 - 07.2024
- Trained employees, fostering confidence and accelerating adaptation to job roles.
- Monitored team productivity and performance, aligning efforts with organizational goals.
- Monitored team productivity and performance to support goals.
- Offered constructive feedback to team members, boosting overall job performance.
- Executed productivity benchmarks across departments to maximize company revenue.
- Implemented revenue strategies through statistical analysis.
- Addressed and resolved client or customer inquiries to foster superior standards of service.
- Reduced workplace safety or health hazards by enforcing work practices and procedures.
- Analyzed data using Excel to pinpoint areas for improvement.
Education
BBA - Management
Saint Xavier University
Chicago, IL 06.2022 - 05.2026
Skills
- Customer service
- Customer relationship management
- Communication etiquette
- Analytical skills communication
- Active listening
- Conflict resolution
- Problem solving
- Decision-making
- Time management
- Attention to detail
- Data entry
- Teamwork
- Team leadership
- Adapts under pressure
- Time management
- Goal setting
- Goal setting
Languages
Arabic, Advanced
Timeline
Customer Service Agent
American Airlines
05.2025 - Current
Passenger Service Agent
AGI
07.2024 - Current
BBA - Management
Saint Xavier University
06.2022 - 05.2026
Manager
McDonald's
09.2020 - 07.2024