Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Timeline
Generic

Nima Niktabe

Dallas

Summary

Customer service and operations leader with over 10 years of progressive leadership experience, including the last 4 years at DFW Airport with Envoy Air. Skilled in supervising frontline teams, mentoring agents, and supporting Lead Agent training, monitoring, and interview processes. Certified GSC and CRO, with a strong record in service recovery, safety and compliance oversight, and operational performance. Adept at building teamwork, driving accountability, and delivering excellent customer care in high-volume, fast-paced environments. Proven ability to lead with empathy, mentor staff, and build a culture of accountability and excellence — aligned with the customer care standards of American Airlines.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Customer Service Supervisor

Envoy Air
09.2022 - Current
  • - Supervise and mentor a team of 30+ frontline agents and Lead Agents in daily airport operations.
  • - Collaborate with leadership team on Lead Agent oversight, including training, monitoring, and interview participation. responsible for developing and delivering Lead Agent training curriculum.
  • - Drive operational excellence by monitoring on-time performance, customer satisfaction, and policy compliance.
  • - Collaborate with union representatives and management to resolve escalated customer service or employee relations issues.
  • - Conduct daily briefings to align teams with operational goals and ensure staffing coverage.
  • - Lead daily customer service operations at one of the busiest U.S. hubs, supporting hundreds of daily departures.

Public Relations Manager (Remote)

Zang Records
01.2020 - Current
  • - Managed artist relations and brand strategy in a fast-paced, deadline-driven environment.
  • - Handled team recruitment and contract negotiations, developing strong interpersonal and conflict-resolution skills.
  • - Directed onboarding and project coordination for over 400 artists across 900+ projects.

Administrative Coordinator

Gradient Systematics
07.2022 - 07.2024
  • - Coordinated administrative operations including scheduling, hiring, and onboarding.
  • - Supported executive leadership with reporting and communications.

Lead Agent / Customer Service Agent

Envoy Air
10.2021 - 09.2022
  • - Delivered high-touch service during check-in, boarding, and irregular operations.
  • - Acted as the primary escalation point between agents and supervisors, ensuring smooth zone operations.
  • - Mentored and supported frontline agents in boarding, gate operations, and irregular operations.

Education

Master of Science - Management Science

University of Texas at Dallas
Dallas, TX
01.2019

Bachelor of Science - Industrial Engineering

Azad University
01.2004

Skills

  • Staff Leadership and development
  • Team Leadership & Coaching
  • Union and employee relations
  • Escalated Issue Resolution
  • Airline Systems: SABRE, QIK
  • Airport Operations & Safety Compliance
  • Staff Scheduling & Resource Optimization
  • Service Recovery & Customer Experience
  • Bilingual: English & Farsi

Certification

  • Ground Security Coordinator (GSC) – Certified
  • Complaint Resolution Official (CRO) – Certified

Languages

English
Full Professional
Persian
Native or Bilingual
German
Limited Working

Timeline

Customer Service Supervisor

Envoy Air
09.2022 - Current

Administrative Coordinator

Gradient Systematics
07.2022 - 07.2024

Lead Agent / Customer Service Agent

Envoy Air
10.2021 - 09.2022

Public Relations Manager (Remote)

Zang Records
01.2020 - Current

Bachelor of Science - Industrial Engineering

Azad University

Master of Science - Management Science

University of Texas at Dallas

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