Nazmi Arifi
Justin,USA
Summary
Dynamic Terminal Experience Supervisor at DFW Airport with established expertise in optimizing terminal operations and elevating customer satisfaction.
Overview
7
7
years of professional experience
Work History
Terminal Experience Supervisor
DFW Airport
DFW, TX
01.2021 - Current
- Lead daily operations and customer service strategy for Terminal C, ensuring seamless coordination across ACES teams and stakeholders during regular and irregular operations (IROPs).
- Supervise terminal conditions through real-time inspections and detailed reporting using Appian software, contributing to service recovery planning and compliance monitoring.
- Facilitate and lead operational briefings, acting as a key liaison between Integrated Operations Control (IOC), security, and customer service teams.
- Monitor and manage TSA security checkpoint performance, proactively optimizing queue lanes for flow efficiency and customer satisfaction.
- Collaborate closely with airport leadership, airline partners, and service providers to implement immediate solutions during delays, diversions, or construction disruptions.
- Conduct interviews and participate in new hire selection to ensure team excellence aligns with company service standards.
- Prepare and submit high-detail shift reports and observation logs for leadership and IOC visibility.
- Resolve operational issues quickly, providing clear documentation and escalation support to the Operations Center.
- Utilize Microsoft Office tools (Word, Excel) for data tracking, team coordination, and reporting.
- Deliver consistently high standards of customer care, fostering a culture of responsiveness, professionalism, and teamwork.
IOC Specialist
DFW Airport
DFW, TX
01.2018 - 01.2021
- Played a central role in the Integrated Operations Center (IOC), managing terminal operations related to dispatch, airline coordination, flight disruptions, and customer service recovery.
- Served as the primary contact for inbound operational calls, providing immediate support and proactive troubleshooting for airline staff, tenants, TSA, and government agencies.
- Conducted frequent terminal walkthroughs to ensure compliance with safety, cleanliness, and operational readiness, collaborating with custodial, maintenance, and airline teams for corrective actions.
- Maintained detailed documentation of terminal activities and IROP-related events to support trend analysis and future planning, while safeguarding sensitive passenger and operational information.
- Participated in daily operational briefings and cross-departmental conference calls to escalate urgent matters and delegate tasks through the Airport Operations Center (AOC).
- Supported real-time response efforts during Emergency Operations Center (EOC) activations and Mobile Command Post (MCP) deployments, maintaining situational awareness and reporting impacts to leadership.
- Fostered collaboration with internal departments and external stakeholders through clear and concise communication, ensuring coordinated responses during irregular operations.
- Demonstrated the flexibility and situational awareness necessary to manage dynamic events, prioritizing passenger impact and service integrity throughout all operational decisions.
Education
Criminal Justise -
University of Phoenix
Norwalk, CT01.2011
Skills
- Microsoft Office Suite
- Google Workspace
- Adobe Creative Suite
- Video Conferencing Platforms
- Database Management
- E-mail Communication
- Appian
- Microsoft Excel
- Terminal operations
- Data entry
- Report generation
- Inspections management
- Stakeholder collaboration
- Team leadership
- Customer service
- Process improvement
- Conflict resolution
- Effective communication
- Risk management
- Employee training
- Scheduling coordination
- Troubleshooting techniques
- Decision-making
- Business development
- Policy enforcement
- Staff discipline
- Staff management
- Expectation setting
- Quality control
- [Software] experience
- Process monitoring and improvement
- Schedule development
- Training and mentoring
- Goal oriented
References
- Jesslyn Anderson, 318-759-4019, janderson1@dfwairport.com
- Dashawn Harris, 469-400-2410, dharris@dfwairport.com
Languages
English
Native/ Bilingual
Timeline
Terminal Experience Supervisor
DFW Airport
01.2021 - Current
IOC Specialist
DFW Airport
01.2018 - 01.2021
Criminal Justise -
University of Phoenix
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