Summary
Overview
Work History
Education
Languages
Certification
Timeline
Generic
MOUNA CHEBBA

MOUNA CHEBBA

Casablanca

Summary

Experienced and skilled Airport Passenger Service Team Leader providing exemplary customer service in the facilitation of airline travel plans. Comfortable with check-in security and baggage claim, familiar with airline regulations and passenger safety, possessing excellent numerical and data entry skills, along with a comprehensive understanding of commercial operations, and looking to learn more with a prospect that offers growth and opportunity.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Supervisor – Lost & Found Department

Royal air maroc
Casablanca
03.2019 - Current
  • Lead a team responsible for tracking and returning passenger property, ensuring swift resolution of claims in line with company SLAs.
  • Implemented process improvements that reduced the average claim resolution time.
  • Developed and delivered training modules to new staff, boosting service consistency and complaint-handling efficiency.
  • Collaborate with airport authorities, baggage teams, and customer service units to streamline operations.
  • Received internal recognition for customer service excellence and leadership.

Senior Customer Service Agent

RAMHandling
02.2017 - 02.2019
  • Provided VIP and premium passenger handling, including check-in, lounge assistance, boarding coordination, and lost and found.
  • Supported flight disruption management and special service requests, consistently ensuring customer satisfaction.
  • Acted as shift-in-charge during the supervisor's absence, delegating tasks to junior agents, and liaising with ground handling teams.
  • Handling Emirates at LF: Monitoring baggage delivery performance against agreed standards, keeping customers informed about any delays or irregularities with their baggage to maintain an efficient delivery service to customers, and monitoring file creation as per Emirates Standards Operating Procedures.

Customer Service Agent

Royal Air Maroc Handling
02.2016 - 02.2017
  • Managed front-line passenger interactions during check-in, boarding, and arrivals processes.
  • Trained in Departure Control Systems (DCS) and basic ticketing systems.
  • Assisted with lounge operations during peak hours, supporting catering coordination and guest services.

Education

Bachelor of Science - Business And Managerial Economics

(National School of Business And Management
SETTAT
12-2016

Languages

Arabic
First Language
English
Proficient (C2)
C2
French
Proficient (C2)
C2
Spanish
Beginner (A1)
A1

Certification

  • Ground Operations and Passenger Handling – [Training Institution / Airline Training Program]
  • Basic Reservations and Ticketing Course
  • Leadership

Timeline

Supervisor – Lost & Found Department

Royal air maroc
03.2019 - Current

Senior Customer Service Agent

RAMHandling
02.2017 - 02.2019

Customer Service Agent

Royal Air Maroc Handling
02.2016 - 02.2017

Bachelor of Science - Business And Managerial Economics

(National School of Business And Management

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MOUNA CHEBBA