JIHAD ATIFI
Boston
Summary
Professional Summary
Experienced airport service professional with a strong background in passenger services, ground handling, and team supervision. Skilled in check-in, boarding, baggage coordination, and irregular operations handling, . Recognized for delivering excellent customer service, resolving complex issues under pressure, and ensuring compliance with IATA/ICAO safety and security standards. Experienced in leading and mentoring teams to achieve operational efficiency and enhance passenger satisfaction
Overview
9
9
years of professional experience
Work History
Passenger Service Lead/Supervisor-Emirates Airline
Swissport
Boston, MA
04.2021 - Current
Lead - supervised passenger service agents,ensuring efficient check-in,boarding,baggage handling,and overall customer service.
- Resolved escalated passenger issues while ensuring compliance with Emirates high customer service standards ,airport and government regulations.
- Trained and mentored new staff,providing leadership and guidance to maintain high service standards.
coordinated with ramp,cabin crew,and airline operations to support on time flight performance.
Passanger Service Agent
Swissport
Boston, MA
10.2019 - 10.2020
- Assisted passengers with check-in,boarding,baggage services,and special requests to ensure a smooth travel experience.
- Delivered excellent customer service by addressing inquiries,resolving issues,and providing travel information.
- Ensured compliance with airline,airport,and government safety and security regulations.
Airport Wheelchair Agent
FSS
Boston, MA
10.2016 - 10.2017
- Assisted passengers with mobility challenges by providing timely and efficient wheelchair services throughout the airport, ensuring safe and comfortable transport to and from gates, security, and baggage claim areas.
- Coordinated with gate agents, security personnel, and ground staff to ensure seamless service for passengers requiring assistance.
Education
Bachelor of Arts - English Language And Literature
Moulay Ismail University
Morocco07-2013
Certificate - Computer Science / Software Development
PROSEC Institute
Morocco06-2013
Skills
- airport passenger services(check-in,boarding,arrivals,transfers)
- Team supervision,training and performance managment
- customer service excellence and complaint resolution
- conflict resolution and decision making under pressure
- coordination with flight crew,airport,and ground staff
- multilingual communication (English and Arabic)
Languages
Arabic
Native or Bilingual
English
Native or Bilingual
Timeline
Passenger Service Lead/Supervisor-Emirates Airline
Swissport
04.2021 - Current
Passanger Service Agent
Swissport
10.2019 - 10.2020
Airport Wheelchair Agent
FSS
10.2016 - 10.2017
Bachelor of Arts - English Language And Literature
Moulay Ismail University
Certificate - Computer Science / Software Development
PROSEC Institute