Mohammed Mountassir

• Leading my team in meeting or exceeding our projected goals in our metrics:
• Safety consists of promoting safer operations by controlling employee injuries, and fleet or equipment damages.
• Dependability: preparing our team for success by providing the right training and tools to operate an on-time airline.
• Efficiency: Accompanying my team every step of the way, and explaining the why and how we could effectively compete in being the best airline in history.
• Caring: Nonstop, creating ways to care for the agents, and reward their hard work through events, promotions, and fun competitions.

At the gates:

I was part of the team that made a huge progress, year over year in our D00, Completion time and the NPS scores.

At the lobby:

I have led my team since last year and still do, to make the biggest lobby makeover in many years. We went through tough construction, including changes in the TSA process, introduced new checking methods, such as the BDS, and promoted the migration to Jet and the AOD. With these new adventures, we still held our NPS high, and supported our Ramp team in enhancing our MBR.

• Prior to the pandemic:
• I challenged my team to work safely and support the station's success in our metrics. From opening the cargo doors on time to delivering the last bag efficiently, through scanning and effectively loading and downloading the cargo items, pet-safe and mail, only to name a few.
• During the pandemic:
• While there were no passengers traveling at that sad time in history. We were at our station, finding every possible way to remain profitable. Our cargo operation had jumped drastically, as we were effectively uniting the world and doing it safely. We transported masks, food, goods, medication, vaccines, and everything in between. We've done so in the safest manner.
• Post-Pandemic:
• Through constant training and good practices. We were ready and bounced back immediately when the borders opened up, and the flying took a high start. With that being said, I was there to hire and train the new United Ramp Agents, and ensured that they were feeling included in this new United journey.

• As a CS Lead:
• I was working at the gates and the lobbies. Doing the checking of transactions in both domestic and international contexts.
• Along with my team, we were executing the leadership vision.
• I was in charge of training the new hire and overseeing the new checking systems, such as Aearo, and also supporting the agents in Timatic.
• I also worked as a Premium Service agent, handling our Premiere customers in GS Reception and the different lounges, including Polaris.

• Prepared the daily flights:
• Communicate with my team in charge of meeting the inbound, and ensure their readiness for a smooth arrival in a timely and efficient manner.
• For the outbound, I make sure the flight is scrubbed to avoid any customers' issues.
• I coordinate with the various departments, such as Operations, Catering, and BSO, for a successful departure.
• I engage with different stakeholders, CBP, Facilities, and the Airport Leadership, for a continuous, collaborative work relationship.
• I participate in various meetings, including the Star Alliance monthly, the Safety & Security Drill, and the vendor's meeting.
• I follow up on my team's performance and ensure that our goals are met, the policies are observed, and the training is up to date.