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Delivered top-tier customer service across check-in, boarding gates, transfer desks, and special services, ensuring Emirates' standards and boosting passenger satisfaction
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Led a diverse team of Airport Services Agents and Assistants, promoting professionalism, discipline, and inclusivity
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Conducted shift briefings and provided on-the-job training for new hires, supporting smooth onboarding and compliance with EKAS procedures
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Championed Service Improvement Feedback (SIF) initiatives by fostering team input and implementing actionable ideas to enhance service quality
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Supervised Self Check-in Kiosks, assisting passengers to streamline processes and minimize wait times
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Collaborated with Dispatchers, Hub Control, SAT team, and Duty Officers to address operational challenges and secure safe, punctual departures
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Managed boarding gate operations, including announcements, hand baggage checks, and flight coupon reconciliation, ensuring efficient turnaround and customer satisfaction
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Evaluated passenger trends and operational data at check-in, proposing process improvements to senior management
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Conducted performance reviews for Airport Services Assistants, supporting their growth and advancement within the organization