Mouna Chebba
Casablanca
Profil professionnel
Airport Operations Supervisor with over 10 years of progressive experience in passenger services, airport operations, and airline coordination within a major international airport. Proven track record of leading cross-functional teams, managing airport disruptions, optimizing operational performance, and ensuring compliance with airline safety and service standards. Experienced in supervising shift operations, coordinating with multiple stakeholders, and delivering exceptional passenger experiences in high-pressure environments.
Vue d'ensemble
1
1
Certification
11
11
years of professional experience
Expérience
Passenger Operations Supervisor
RAM handling
Casablanca, Morocco
2025.10 - 2026.08
Supervisor - Lost & Found Department
RAM handling
Casablanca, Morocco
2019.03 - 2025.09
- Managed daily Lost & Found operations, ensuring efficient recovery and return of passenger baggage and personal belongings.
- 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.
- Ensured compliance with baggage handling procedures and customer service SLAs.
Senior Customer Service Agent
RAMhandling
2017.02 - 2019.02
- Provided VIP and premium passenger handling, including check-in, lounge assistance, boarding coordination, and lost and found.
- Supported shift leadership
- Coordinated multi-airline handling as Emirates, Qatar airways, saudi airlines and kuwait airways while ensuring full compliance with operational standards.
Customer Service Agent
RAMhandling
2016.02 - 2017.02
- 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.
Formation
BBA - Business And Managerial Economics
National School of Business And Management
SETTATCompétences
Airport Operations Management
Flight Handling
Departure Control Systems (DCS)
EBC
WT
MS Office
Team Leadership
Shift Management
Passenger Experience
Service Recovery
Disruption Management
Irregularity Management
Safety Compliance
Security Compliance
Certificats
- Ground Operations and Passenger Handling - [Training Institution / Airline Training Program]
- Airport Safety & Security Awareness
- Leadership and Management Certification
- Data Protection & Privacy Certification
Chronologie
Passenger Operations Supervisor
RAM handling
2025.10 - 2026.08
Supervisor - Lost & Found Department
RAM handling
2019.03 - 2025.09
Senior Customer Service Agent
RAMhandling
2017.02 - 2019.02
Customer Service Agent
RAMhandling
2016.02 - 2017.02
BBA - Business And Managerial Economics
National School of Business And Management