Njoud Alshaibani
Riyadh
Summary
Objective: To obtain a challenging opportunity where I can use skills and experience to contribute to the success of the organization.
Customer-focused professional with over 04 years of experience in facilitating airline ground operations at regional and international airports. Accomplished in enhancing airline operations through process improvement, internal audits, and staff development. History of success in de-escalating customer issues, enhancing customer experiences and satisfaction, and uniting teams to deliver exceptional service. Looking to take next career step in customer service and leadership with a private chartered flight company committed to elevating customer travel experiences.
Overview
6
6
years of professional experience
Work History
Customer Service Specialist
SGS - Saudi Ground Services
2022.08 - Current
- Promoted high customer satisfaction by resolving problems with knowledge and friendly service.
- Coordinate with supervisor to determine staffing needs for gate and ground operations, including ticket counters and baggage services.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Address and resolve escalated customer concerns, and assist agents in resolving complex issues
- Communicate changes in company rules and procedures, and mentor staff to improve performance and efficiency
- Secure gates by communicating with aircraft and relaying messages to ramp and ticket counter
- Assisted misconnected and rerouted passengers during irregular operations; issued travel and hotel vouchers to displaced passengers on overbooked or canceled flights.
- Greeted and assisted all customers, including providing help with check-in, tagging luggage, ticketing changes, rebooking, and special service requests.
- Boarded and deplaned flights and escorted passengers, including disabled passengers and unaccompanied minors, from aircraft.
Teacher Assistant
Stars of knowledge
2019.01 - 2020.12
Education
Curriculum & Teaching Methods - Teachers of English.
Princess Nourah Bint Abdulrahman University
Riyadh02.2014
Skills
- Team Leadership.
- Microsoft Office.
- Problem solving.
- Process improvement.
- Customer Service.
- Client Relationships.
- Complaint Resolution.
- Time Management.
- Cooperative Attitude.
- Honest and Dependable.
- Policies and Procedures.
- Airline Operations.
Personal Information
Title: Customer Service Specialist | Enhancing Client Satisfaction
Timeline
Customer Service Specialist
SGS - Saudi Ground Services
2022.08 - Current
Teacher Assistant
Stars of knowledge
2019.01 - 2020.12
Curriculum & Teaching Methods - Teachers of English.
Princess Nourah Bint Abdulrahman University
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