Mirna Riad
Las Vegas,NV
Summary
Highly-motivated employee with desire to take on new challenges.
Strong work ethic, adaptability and exceptional interpersonal skills, with a decade of experience in customer service and team management.
Adept at working effectively unsupervised and quickly mastering new skills.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Guest Experience Operations Manager
Signature Aviation
Las Vegas, Nevada
03.2025 - 10.2025
- Oversaw daily operations to ensure efficiency and compliance with company standards.
- Coordinated cross-functional teams to streamline project workflows and communication.
- Trained staff on operational procedures and best practices for performance enhancement.
- Developed and maintained standard operating procedures for consistent operational execution.
- Facilitated regular meetings to discuss challenges, solutions, and team performance updates.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Managed scheduling, training and inventory control.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
Customer Service Instructor
Worldwide Flight Services
Las Vegas, NV
11.2023 - 08.2025
- Assign new hires required and proper online courses for their hired positions, and ensure their completion in a timely manner.
- Hold in-class training sessions to educate new hires about Airline's specific rules and regulations and introduce them to the daily operation.
- Guide new hires through the On-Job-Training after successfully completing all required online and in-class training, and release them to the operation.
- Support the station's agents and supervisors with yearly recurrent training, refreshers, and any regulation updates.
Real Estate Agent
Century 21 Americana
Las Vegas, NV
03.2023 - Current
- Advise clients on market conditions, prices, mortgages, legal requirements, and related matters.
- Conduct property inspections to ensure compliance with applicable regulations and standards.
- Negotiate purchase agreements and contracts with buyers and sellers.
- Assist in the preparation of documents such as representation contracts, purchase agreements, closing statements, deeds, and leases.
- Provide guidance to clients throughout the entire buying or selling process.
- Ensure all transactions followed state laws regarding real estate practices.
Business Manager/Small Business Owner
Vegas custom Palace
Las Vegas, NV
05.2021 - 02.2023
- Manage several locations throughout Las Vegas, NV.
- Schedule staff according to operating hours.
- Keep track of inventory and order supplies as needed.
- Keep equipment periodically maintained to avoid any out-of-service equipment.
Turnaround Coordinator
Lufthansa German Airlines
Orlando, FL
12.2017 - 02.2021
- Coordinating the turn-around of the aircraft from block time to push back time, which includes coordinating with the different service providers (catering, cleaning, water, lavatory, fuel, maintenance) to ensure a smooth operation and on-time departure.
- Manage the offloading and loading of cargo and baggage, in consideration of the proper weight and balance of the aircraft.
- Ensuring the timely offloading and arrival of baggage containers to the customs hall for passengers' clearance.
- Work on other assigned tasks, including reviewing and checking the accuracy of the invoices sent by the baggage delivery company. And overlooking the performance of the baggage service department.
Customer Service Lead
Hallmark Aviation Services For Lufthansa
Orlando, FL
09.2014 - 11.2017
- Lead Customer Service Agent: Leading the shift and assigning positions for my team of agents according to the schedule.
- Gate Agent: Managing the gate, answering the passengers' questions and concerns, coordinating with the inflight crew to start boarding, and boarding passengers.
- Arrival Agent: Meeting the inbound flight, making sure the gate is ready for the inbound flight, including wheelchairs and any requested services, finishing any paperwork requested by CBP for international flights, answering passengers' questions and concerns about baggage belt assignment and any missing bags.
- Baggage service agent: track any missing bags for the inbound flight and prepare the missing baggage claim ahead of time, get the information needed from the passengers to arrange the delivery of the missing bags when they arrive, update the baggage claims with the passengers' information, communicate any update about the bags to the passengers, collect rush bags and clear them through customs, prep delivery paperwork, and coordinate with the delivery company for pickup of the bags.
Education
Some College (No Degree) - Hospitality And Tourism Management
Valencia College
Orlando, FLSkills
- Continuous professional development
- Team Development
- Product Knowledge
- Critical Thinking
- Problem Resolution
- Multi-Task Management
- Staff Training
- Customer Service
- Customer satisfaction managementRegulatory complianceTeam leadership
Certification
- Nevada Real Estate License.
Languages
English
Arabic
Timeline
Guest Experience Operations Manager
Signature Aviation
03.2025 - 10.2025
Customer Service Instructor
Worldwide Flight Services
11.2023 - 08.2025
Real Estate Agent
Century 21 Americana
03.2023 - Current
Business Manager/Small Business Owner
Vegas custom Palace
05.2021 - 02.2023
Turnaround Coordinator
Lufthansa German Airlines
12.2017 - 02.2021
Customer Service Lead
Hallmark Aviation Services For Lufthansa
09.2014 - 11.2017
Some College (No Degree) - Hospitality And Tourism Management
Valencia College