Oun Arabiyat

Deputy Account Manager

Sunline Services

10.2021 - Current

Client Relationship Management: Assist in maintaining and nurturing relationships with key clients, addressing their needs, concerns, and ensuring satisfaction.
Project Coordination: Oversee day-to-day operations, track progress on client projects, and ensure that deadlines are met while maintaining quality standards.
Team Collaboration: Work closely with internal teams such as sales, marketing, and customer support to ensure smooth execution of client requests and objectives.
Reporting and Analysis: Monitor account performance, generate reports, and present insights and recommendations for improvement to both clients and management.
Financial Oversight: Assist in managing account budgets, reviewing invoices, and ensuring that services are delivered within the agreed budget.
Issue Resolution: Handle escalations, resolve client issues efficiently, and proactively identify and address potential challenges.
Team Management: Lead, coach, and support a team of customer service representatives, monitoring performance and providing feedback to drive improvement.
Customer Issue Resolution: Handle escalated customer complaints or complex issues, ensuring swift resolution while maintaining customer satisfaction.
Training and Development: Train new team members on service protocols, company policies, and product knowledge to maintain a high standard of customer care.
Performance Monitoring: Track key performance indicators (KPIs), including response times, customer satisfaction scores, and service quality metrics, providing regular reports to management.
Operational Efficiency: Streamline processes to improve customer service efficiency, reduce response times, and maintain high service standards.
Collaboration: Work closely with other departments (sales, operations, etc.) to resolve customer issues and enhance service delivery.
Policy Implementation: Ensure the team follows company policies, service standards, and industry regulations while delivering consistent, exceptional customer experiences. Team Leadership: Supervise and mentor customer service representatives, offering guidance on handling customer inquiries and ensuring adherence to service standards.
Escalation Management: Address complex customer issues and escalations, ensuring quick resolution while maintaining positive customer relationships.
Training and Development: Provide training to new and existing team members, sharing best practices and updates on product or service offerings.
Performance Monitoring: Track individual and team performance metrics, including customer satisfaction scores, response times, and issue resolution rates, and report results to management.
Process Improvement: Identify areas for service improvement, suggest changes to processes, and collaborate with the team to implement more efficient workflows.
Customer Interaction: Handle VIP or high-priority clients, ensuring their needs are met, and provide personalized service to enhance their overall experience.
Collaboration: Work closely with cross-functional teams (sales, operations, etc.) to coordinate efforts and address customer needs effectively.
Policy Enforcement: Ensure the team follows company policies, guidelines, and industry regulations to maintain consistent, high-quality service. Operational Oversight: Manage all aspects of airline ground operations, including check-in, boarding, baggage handling, and flight coordination to ensure smooth and timely flight departures and arrivals.
Staff Supervision: Lead and support ground staff, cabin crew, and service providers (such as catering, fueling, and cleaning) to ensure adherence to airline standards and procedures.
Emergency Response: Act as the primary point of contact during operational disruptions, such as flight delays, cancellations, and emergencies (IROP – Irregular Operations), and ensure timely communication and resolution.
Customer Service: Oversee passenger services, including addressing escalated customer issues, VIP handling, and ensuring passengers' comfort and safety.
Regulatory Compliance: Ensure all airport and airline activities comply with aviation laws, regulations, safety protocols, and security standards.
Liaison with Authorities: Collaborate with airport authorities, air traffic control (ATC), and other airlines to ensure smooth coordination of flights and airport activities.
Performance Monitoring: Track and report key operational metrics, such as on-time performance, staff efficiency, and safety compliance, to airline management.
Problem-Solving: Quickly assess and address any operational challenges or irregularities, from weather disruptions to technical malfunctions, to minimize impact on flights and passengers.
Resource Allocation: Manage the allocation of resources, including manpower, equipment, and gate assignments, to optimize operations.
Developed strong relationships with stakeholders to facilitate smooth communication and project completion.
Enhanced employee performance by providing regular feedback, coaching, and training opportunities.
Increased client satisfaction by building strong relationships and addressing their needs promptly.
Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Managed a team of customer service representatives, consistently achieving performance targets and goals.
Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions. Client Relationship Support: Collaborate closely with the airline’s partners and vendors, ensuring service delivery meets contractual agreements and customer expectations.
Operational Coordination: Assist in overseeing the daily operations, such as baggage handling, catering, and ground services, ensuring all tasks are executed seamlessly.
Issue Resolution: Handle escalated service issues or operational disruptions, working with internal teams and clients to resolve them efficiently.
Reporting and Performance Tracking: Monitor service-level agreements (SLAs) and key performance indicators (KPIs) to assess account performance and present insights to clients and management.
Financial Management: Assist in managing budgets, reviewing invoices, and ensuring services are delivered within financial constraints.
Client Communication: Maintain regular contact with clients to ensure satisfaction and identify opportunities for service improvements or additional support. Airport Operations Oversight: Manage all ground operations, including check-in, boarding, baggage handling, and coordination with air traffic control (ATC), to ensure smooth and timely flight departures and arrivals.
Team Supervision: Lead and coordinate airline staff, such as ground agents, cabin crew, and service providers, to ensure compliance with airline standards and operational efficiency.
Emergency Response and IROPs: Act as the main point of contact during operational disruptions, such as flight delays or emergencies, ensuring swift resolution and communication with passengers and authorities.
Customer Experience Management: Oversee customer-facing services, handle escalated customer complaints, and ensure high levels of service, especially during irregular operations (IROPs).
Regulatory Compliance: Ensure all airline operations comply with safety, security, and regulatory standards, coordinating with airport authorities and regulatory bodies.
Performance Tracking: Monitor on-time performance, resource allocation, and other operational metrics to ensure the airline’s goals are met during the shift. Team Management: Supervise and coach customer service representatives at check-in, boarding gates, and baggage services, ensuring they provide excellent service to passengers.
Customer Issue Resolution: Address escalated passenger issues, such as missed flights, lost baggage, or travel disruptions, providing timely solutions to enhance customer satisfaction.
Training and Development: Conduct ongoing training for the team on airline policies, ticketing systems, and customer service protocols to maintain a high level of service.
Operational Efficiency: Monitor customer service processes, identify areas for improvement, and implement solutions to reduce wait times and improve passenger experiences.
Performance Monitoring: Track and analyze service metrics, such as customer satisfaction scores, and provide feedback to management on areas of success and improvement.
Collaboration: Work closely with other airport departments (security, ground services, flight operations) to resolve operational challenges and ensure smooth service delivery. Leadership and Mentorship: Lead a team of customer service agents, providing guidance and support in managing check-in, boarding, baggage services, and other customer interactions.
Handling Escalations: Take charge of resolving complex passenger issues or escalated service problems, working with various departments to provide timely and effective solutions.
Operational Supervision: Oversee the execution of key customer service functions, ensuring passengers are checked in, boarded, and assisted according to airline protocols.
Training: Support the ongoing development of the team by delivering training sessions on customer service excellence, technical systems, and airline policies.
Collaboration: Work closely with ground staff, gate agents, and airline operations to ensure smooth service delivery and address any operational challenges that impact passenger experiences.
Reporting and Feedback: Monitor key service metrics, such as passenger wait times and satisfaction, providing feedback to management to improve processes.

Customer Service Agent Assistant

Total Airport Services Inc.

10.2020 - 10.2021

Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
Provided bilingual support as necessary, breaking down language barriers between clients and agents for effective communication.
Assisted in the development of training materials to improve team performance and customer service skills.

Customer Service Representative

Swissport

09.2019 - 10.2021

Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Responded to customer requests for products, services, and company information.

Passenger Service Agent

United Ground Express

06.2019 - 01.2020

Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
Resolved passenger issues with empathetic communication and effective problem-solving techniques.
Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.

Club Attendanty

Sodexo USA

01.2019 - 05.2019

Enforced club policies consistently to ensure a safe environment for all patrons while adhering to industry regulations as well as company guidelines.
Resolved conflicts among members when necessary, fostering a positive community atmosphere within the club setting.
Collaborated with other team members to develop new programs, increasing overall club offerings for diverse clientele.
Maintained a clean and organized club environment, ensuring a welcoming atmosphere for members and guests.

Summary

Overview

Work History

Deputy Account Manager

Customer Service Agent Assistant

Customer Service Representative

Passenger Service Agent

Club Attendanty

Education

Bachelor of Arts - Business Mangement

Associate of Arts - Buesniss Manegment

Skills

Languages

Timeline

Deputy Account Manager

Customer Service Agent Assistant

Customer Service Representative

Passenger Service Agent

Club Attendanty

Bachelor of Arts - Business Mangement

Associate of Arts - Buesniss Manegment

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