Randa Al Homza
Huntingdon Valley,PA
Summary
Exemplary track record of dedicated, professional and personable customer relations coupled with adept communication and negotiation skills, resulting in effective individual and team contributions that achieved highest possible standards in all work environments. Uniquely experienced with diverse range of customers, co-workers, management and cultural settings. Flexibility in work hours and routinely willing to work overtime when necessary. Proficient in use of common industry computer programs including AMADEUS and Altea. As well as MS Word, Excel, Power Point, and social networking media. Bilingual: Fluent in English and Arabic.
Overview
13
13
years of professional experience
Work History
Customer Care Manager
American Airlines
10.2023 - Current
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Oversees day to day customer service operations including oversight of the ticket counter and gate activity in multiple facilities
- Ensures efficient use of resources to achieve operational performance targets
- Enforces all company and departmental procedures including safety and security
- Reviews staffing requirements and bid schedules for all employees
- Communicates procedural changes to Customer Service Managers and frontline employees ensuring compliance
- Monitors and analyzes trends to achieve on time performance
- Mentors and develops employees
- Identifies areas which require improvement
- Develops and implements processes to achieve improved efficiency and productivity
- Enhances vendor relations and ensures contractual obligations are performed
- Ensures all internal audit requirements are in compliance
- Assists with interviews and selection of CSMs/Customer Service Supervisors
- Ability to work rotating shifts including nights, weekends and holidays
Airport Services Supervisor
Qatar Airways
09.2016 - 10.2023
- Oversee daily activities to ensure a safe and efficient operation and prescribed customer service levels are met
- Liaises with GHA for quick processing of hotel and transfer passengers
- Works with GHA and ensure smooth passenger handling
- Maintained strong working relationships with key stakeholders such as airport authorities, customs officials, and airline representatives to ensure smooth operation of the facility.
- Ensure utmost priority is given to all security and safety related norms laid down by company, local authorities and relevant procedure is implemented/executed through GHA staff
- Monitor the activities of the sections at the airport and coordinating with other sections
- Ensure punctuality and safety of all operations
- Fostered a positive work environment by promoting open communication channels amongst team members and recognizing individual achievements when appropriate.
- Works with all departments to ensure on-time performance
- Primary contact for all agents who may need assistance with questions, problems or discrepancies
- Provides input and recommendations to management to improve the effectiveness of the daily operations
- Responsible to resolve customer problems and complaints effectively liaising on a daily basis with all departments including Customer Relations to provide resolution for complaint handling
Customer Service Supervisor
Dnata
03.2014 - 09.2016
- First point of contact for customers, check-in counter, processing payments for baggage and upgrades
- Handled all aspects of baggage-related issues
- Setting goals for performance and deadlines in ways that comply with the airline's plans and vision
- Organizing workflow and ensuring that employees understand their duties or delegated tasks
- Monitoring employee productivity and providing constructive feedback and coaching.
Assistant Buyer
Platinum Sports
- Responsible for training and development of current and new associates
- Build and maintain relationships with internal and external vendors
- Worked as a change agent and challenges the departmental processes to improve and streamline department operations, thorough continuous assessment to ensure compliance with internal control standards
- As well as developing and motivating a team, whilst ensuring everyone adheres to company policies and procedures
- Efficiently and accurately process sales transactions using the POS register system and adheres to checkout standards.
Front Desk
Sheraton Four Points
04.2015 - 02.2016
- Checking guests in and out
- Receiving and managing reservations made online and telephonically
- Verifying guests' payment methods during check-in
- Assigning rooms to guests and informing them of any specials offered by the hotel
- Organizing transport services for guests at their request
- Providing guests with information about the hotel
- Keeping abreast of attractions that may be of interest to guests
- Serving as a host at conferences, and ensuring that all relevant preparations are made for the event
- Post charges of food, room, liquor and telephone to system and manual ledger
- Maintain the hotel's high standard of service and hospitality by providing the maximum quality of service to the guests.
Service Sales Associate
Metro PCS
04.2011 - 06.2012
- Courteously greeted customers and efficiently processed transactions within busy, fast-paced retail environment
- Helped customers with purchases, repairs and replacements of phones
- Operated cash register, scanners and computers to document and total customers purchases; collected payments and make change for cash transactions; and balance drawer at the end of each shift
- Assisted with store stocking, and opening/closing procedures.
Education
Associate in Liberal Arts -
Bucks County Community College
Newton, PA01.2013
Middle East Modern School
Sana'a, Yemen01.2009
Skills
- Critical Thinking
- Teamwork and Collaboration
- Training and mentoring
- Team Leadership
- Goal Setting
- Brand representation
- Quality Assurance
- Guest complaint resolution
Languages
Arabic
Native or Bilingual
Timeline
Customer Care Manager
American Airlines
10.2023 - Current
Airport Services Supervisor
Qatar Airways
09.2016 - 10.2023
Front Desk
Sheraton Four Points
04.2015 - 02.2016
Customer Service Supervisor
Dnata
03.2014 - 09.2016
Service Sales Associate
Metro PCS
04.2011 - 06.2012
Assistant Buyer
Platinum Sports
Associate in Liberal Arts -
Bucks County Community College
Middle East Modern School
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