Sokhna Mbodj

• Manage passenger check-in and assist with boarding, ensuring efficient and timely processing of travelers.
• Provide baggage services, including handling baggage claims, lost luggage, and special requests.
• Collaborate with ground services, ramp agents, and various third-party companies to ensure smooth operations, including aircraft loading and unloading.
• Support daily airport operations by coordinating with gate agents, ground crew, and other team members to maintain smooth service flow.
• Resolve customer inquiries and issues with professionalism and empathy, ensuring a positive experience for all passengers.
• Assist with ramp operations as needed, ensuring safe and efficient aircraft turnaround times.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

• Led a team of customer service agents, ensuring high-quality service and operational efficiency in a fast-paced airport environment.
• Coordinated and supervised the check-in process, assisted with boarding, and handled passenger inquiries and concerns with professionalism.
• Managed complex customer situations, including flight delays, cancellations, and special requests, ensuring swift resolutions and maintaining high satisfaction levels.
• Played a key role in the operational aspects of flight scheduling, gate assignments, and ensuring timely boarding procedures.
• Managed and resolved customer complaints and concerns, employing conflict resolution strategies to ensure positive outcomes and enhance the customer experience.

• Supported the management team in tracking daily performance metrics and contributing to team goals, improving efficiency and customer satisfaction.