SELMA ABDERAHMANE

• Supervised and directed customer service representatives to enhance team effectiveness.
• Plan and adjust work schedules and assign duties to meet customer demands and operational requirements
• Ensure sufficient staffing levels for efficient and effective operations
• Identified key issues and resolved internal challenges to maintain operational efficiency.
• Ensure that all staff members receive proper training on job duties, corporate policies and applicable regulations
• Monitor departmental performance, including OTP and customer service levels, to ensure company standards are being met/exceeded
• Identify key issues, creatively and strategically overcome internal challenges or obstacles
• Monitored departmental performance metrics, including OTP and customer service levels, to ensure compliance with company standards.
• Provides supervision and direction to the Customer Service Representatives.

• - Deputise or Provide full support to station manager in case of flight disruptions, misconnections and denied boarding in order to deliver a high-level quality services to customers.
• - Ensured procedures followed per GOM and GSM..
• Overseeing service provider performance and make sure that the service is provided according to the contract and SLA
• - Ensure that manuals updates are communicated
• - Provide general support to customer.
• · Achieve the targets (KPIs and SPIs)
• - Assist the station manager on administrative duties.
• - Prepare the roster.
• - Assist the ASM on the LERP (Locale Emergency

Response Planning)

• - Supervise airport team in achieving on time performance
• - Coordinated ramp handling activities, caterers, fuelling agents, maintenance, cargo, and crew to ensure compliance with safety requirements and achievement of operational targets.
• - Provide full support to station manager in case of flight disruptions, misconnections and denied boarding in order to deliver a high-level quality services to passengers.
• - Monitor and control that suppliers apply agreements and SLA respected.
• - Monitor that resource allocations correspond to company standards.
• - Supported station manager during flight disruptions, misconnections, and denied boarding to maintain high-level service quality for passengers.
• - Supported airport manager in daily operations to coordinate and implement top management strategy.

• - In charge of wide body aircraft.
• -Ensure involved staff fully informed, updated about procedure changes.
• - Ensure that airlines' instructions and special requests received, understood and applied during the turn around.
• - Supervise, coach and correct actions if needed during the flight handling in order to meet the airlines' given targets.
• -Insure involved staffs fully informed, updated about procedure changes.
• -Take the responsibility on the document control during check in; liaise with airline representative to validate an OK to Board
• - Liaise with the load control, flight dispatch (OCC/CLC) and ramp side for baggage sorting cross checks.
• - Ensure flight boarding following the airlines instructions and the agreed timings (SLA/PSM/GOM)
• - Make sure post flight tasks are done and the flight files are filed and handed over to the airlines' representative.

• Edited flight schedules for accuracy and compliance.
• - Supervise the flight check-in opening, boarding and post departing flight reports.
• - Supervised flight check-in opening, boarding, and post-departure flight reports to ensure smooth operations.
• - Coordinated flight details with ground handling parties during turnaround to facilitate timely departures.
• - Trained, coached, and evaluated staff performance for assigned flights, providing actionable feedback to station manager and GHA managers for training adaptation.

• - Passenger and baggage check-in, Managed travel document organization.
• - Passenger and Assisted passengers with reduced mobility during boarding.
• Coordinated passenger check-in processes, ensuring efficient flow and adherence to safety protocols.
• Assisted with baggage handling, maintaining accurate tracking and minimizing mishandling incidents.
• Provided exceptional customer service, addressing passenger inquiries and resolving issues promptly.

• - Managed sales and ticketing operations for travel agency Djemila voyage, ensuring accurate bookings and customer satisfaction.
• Processed ticket transactions efficiently using advanced reservation systems.
• Maintained up-to-date knowledge of travel regulations and company policies for compliance.