ABED RENJBAL
Ottawa,Canada
Summary
Results-driven Airport Operations Professional with expertise in coordinating airside and terminal operations and managing emergency response efforts. Skilled in making time-sensitive decisions, preparing incident reports, and ensuring regulatory compliance. Proven ability to maintain effective communication and stakeholder coordination in high-pressure environments.
Overview
2
2
years of post-secondary education
8
8
years of professional experience
Work History
AOCC Specialist
Airport Authority
Ottawa, ON
02.2025 - Current
- Coordinate daily airport operations, monitoring passenger flow, airline activities, customer service, and overall operational efficiency.
- Monitor airport activities in real time and address operational issues to support a safe, efficient, and positive passenger experience.
- Act as the initial security contact for 911-related emergencies at the airport, assessing incidents and coordinating appropriate emergency response.
- Respond to medical, fire, security, and other emergency situations by contacting 911 and communicating critical information to emergency services.
- Coordinate with airlines, airport departments, security personnel, emergency services, and other stakeholders to manage operational and emergency situations effectively.
- Assess multiple sources of information simultaneously to make timely decisions and maintain situational awareness during routine operations and emergencies.
- Apply airport policies, procedures, directives, and regulatory requirements when responding to operational and security-related situations.
- Maintain composure, exercise sound judgment, and prioritize effectively in high-pressure and emergency situations.
Supervisor, Customer Service
Strategic Aviation LTD - Westjet Airlines
Ottawa, CA
01.2022 - 02.2024
- Scheduled and coordinated employees, ensuring all shifts were covered.
- Provided comprehensive training to employees for enhanced service delivery.
- Resolved customer issues and complaints in a professional and efficient manner.
- Handled customer inquiries and issues with professionalism and empathy.
- Direct oversight of daily airport operations, including ground handling and customer service.
- Supervised airport customer service agents to facilitate seamless passenger experiences.
- Trained new hires on company policies and procedures for exceptional customer service.
- Developed strong communication and problem-solving skills through interactions with diverse clientele.
- Coordinated with airlines and service providers to ensure smooth and efficient operations.
- Demonstrated proficiency in ticketing, check-in, and boarding procedures for domestic and international flights.
- Effectively communicated flight information and ensured efficient boarding processes for on-time departures.
Lead, Customer Service Agent
Strategic Aviation - WestJet Airlines
Ottawa, CA
12.2020 - 04.2022
Customer Service Agent
Strategic Aviation - Delta Airlines
Ottawa, CA
12.2018 - 11.2020
Education
Business - Management and Entrepreneurship
Algonquin college
Ottawa, ON 08.2024 - 08.2026
Highschool Diploma -
Gloucester High School
OttawaSkills
- Emergency response coordination
- Operational Reporting
- Strategic planning
- Customer service
- Team leadership
- Problem-solving
- Communication
- Organization
- Conflict resolution
Languages
● English — Fluent
● French — Conversational
● Arabic — Fluent
● Spanish — Conversational
● Russian — Beginner
Timeline
AOCC Specialist
Airport Authority
02.2025 - Current
Business - Management and Entrepreneurship
Algonquin college
08.2024 - 08.2026
Supervisor, Customer Service
Strategic Aviation LTD - Westjet Airlines
01.2022 - 02.2024
Lead, Customer Service Agent
Strategic Aviation - WestJet Airlines
12.2020 - 04.2022
Customer Service Agent
Strategic Aviation - Delta Airlines
12.2018 - 11.2020
Highschool Diploma -
Gloucester High School