AIMENE CHELGHOUM
Vancouver,BC
Summary
Bilingual airport operations and deployment support professional with a strong academic foundation in Electrical Engineering and over 5 years of experience in customer-facing roles, including 2+ years at YVR in high-security environments. Proven ability to coordinate operational activities, streamline passenger flow, and implement responsive, barrier-free solutions aligned with CATSA standards. Skilled in cross-functional collaboration, logistical execution, and real-time issue resolution, with deep expertise in compliance, security protocols, and continuous improvement.
Overview
5
5
years of professional experience
Work History
Bilingual Customer Service Facilitator
Paladin Airport Security (CATSA Designated Screening Services)
Richmond, BC
09.2024 - Current
- Proactively supported passengers during security screening by identifying assistance needs and offering barrier-free support, in alignment with CATSA SOPs.
- Delivered service in both French and English, ensuring compliance with the Official Languages Act and providing comfort to a diverse passenger base.
- Collaborated closely with screening officers and supervisors to improve passenger flow and experience, including travelers with reduced mobility or special needs.
- Maintained a deep understanding of diversity, accessibility (ATPDPR), and inclusion principles while physically assisting passengers when required.
Customer Experience Specialist
Air Canada
Richmond, BC
12.2023 - 09.2024
- Assisted passengers with pre-boarding and flight coordination while collaborating with internal departments to address operational delays.
- Implemented boarding process improvements and ensured service compliance with airline policies.
- Recognized for managing high-pressure situations and enhancing passenger satisfaction.
- Communicated flight logistics clearly in both English and French.
Key Account Manager
Laboratoire Genipharm
Annaba, Algeria
06.2021 - 08.2023
- Planned and executed product deployment schedules across client accounts.
- Led cross-functional coordination to ensure timely delivery and contract performance.
- Increased customer satisfaction and sales productivity through logistical improvements and strategic project execution.
Customer Relation Agent
Entreprise Zahra
Annaba, Algeria
01.2021 - 06.2021
- Resolved service-related issues and managed detailed records of customer inquiries.
- Provided coordinated support across departments for service delivery.
Education
Master of Science - Electrical Network
BADJI MOKHTAR UNIVERSITY
Annaba, Algeria10.2020
Bachelor of Science - Electrical Engineering – Renewable Energies
BADJI MOKHTAR UNIVERSITY
Annaba, Algeria12.2020
Skills
Adaptability & Independent
Experienced in high-pressure, team-based environments
Multilingual Communication (English, French, Arabic)
Root Cause Analysis & Operational Troubleshooting
Strong Organizational & Prioritization Abilities
Project Planning Tools (MS Excel, Gantt-based planning)
Reporting & Documentation
Languages
Arabic
Native or Bilingual
English
Native or Bilingual
French
Native or Bilingual
Timeline
Bilingual Customer Service Facilitator
Paladin Airport Security (CATSA Designated Screening Services)
09.2024 - Current
Customer Experience Specialist
Air Canada
12.2023 - 09.2024
Key Account Manager
Laboratoire Genipharm
06.2021 - 08.2023
Customer Relation Agent
Entreprise Zahra
01.2021 - 06.2021
Master of Science - Electrical Network
BADJI MOKHTAR UNIVERSITY
Bachelor of Science - Electrical Engineering – Renewable Energies
BADJI MOKHTAR UNIVERSITY