Kaouthar Hida

The key accountabilities are, but not limited to:

• Hold operational responsibility for AMS, ensuring smooth daily operations.
• Develop and maintained strong relationships with customers and stakeholders.
• Provide guidance on ULD practices and procedures.
• Define, implement, and improve operational standards, processes, and ways of working.
• Establish priorities and quality deliverables for the Customer Success Team.
• Develop and implement quality inspections, testing, and evaluation methods.
• Oversee the rollout of local operating procedures (LOPs) and continuous improvements.
• Link OCC processes with operational activities to bridge performance gaps.
• Mentor CSCs/CSSs to meet performance targets and quality standards.
• Monitor key KPIs and GS Scorecard to identify and resolve operational issues.
• Develop and validate action plans to improve performance and reduce CONQ.
• Address and escalate operational risks while fostering continuous improvement.
• Assist in recruiting and onboarding new employees.
• Provide operational support and expertise to internal and external ULD supply chain stakeholders.
• Support the Customer Success Director in driving standards and improvements across the region.

• Led operational management of the Platform, Baggage, Load Control, Turnaround Coordination, and Allocation departments at Swissport Amsterdam.
• Supervised a team of 11 Duty Managers, approximately 50 supervisors, and around 200 employees, ensuring smooth daily operations.
• Maintained effective communication with contracted airlines, employees, and airport authorities to optimize coordination and service delivery.
• Fostered a productive work environment and optimized physical infrastructure to meet operational requirements and align with the Company Management System.
• Ensured compliance with Swissport Safety standards through regular monitoring and enforcement.
• Managed workforce planning, ensuring sufficient training and deployment of airside employees within budgetary constraints.
• Prepared and delivered relevant operational reports for management and stakeholders.
• Maintained a professional, organized, and safe work environment for employees and passengers.
• Enhanced customer satisfaction by addressing disputes promptly, maintaining open communication, and ensuring high-quality service.
• Resolved staff conflicts through active listening and mediation, fostering a positive and collaborative workplace culture.
• Maximized team performance by overseeing daily activities, mentoring employees, and implementing process improvements.

• Led a team of 7 members, overseeing daily operations and team performance.
• Managed the hiring, training, coaching, and quarterly performance assessments of team members and handling agents.
• Ensured the smooth execution of daily activities, including gate allocation, aircraft security, check-in (including PRM, UM, YP, VIP, and CIP passengers), baggage handling, ramp activities, GSE operations, aircraft maintenance, cleaning, catering, fueling, crew briefing, and on-time departures.
• Coordinated with the Cargo department to optimize the Cargo Load Factor (CLF) and ensure all import/export requirements were met.
• Maintained and ensured compliance with all Station Manuals, including the Emergency Response Plan (ERP), and participated in all ERP workshops and exercises organized by the company and/or airport authorities.
• Monitored operations to prevent hazardous situations, tracked potential disruptions, compiled safety and Occupational Health & Risk (OHR) reports, and reported all irregularities.
• Analyzed and monitored the Sales Load Factor, providing reports to internal stakeholders for operational efficiency.
• Conducted contract negotiations in collaboration with the Finance Manager, managing agreements with the airport, handlers, suppliers, and stakeholders.
• Prepared and submitted daily, weekly, and monthly reports for Branch Office and Head Office Management.
• Ensured all invoices were processed and cleared before due dates to maintain seamless financial operations.

• Booked flights in Amadeus for KLM, Air France, Northwest Airlines, and Kenya Airways across the Belgian, Dutch, French, and Swiss markets.
• Handled customer inquiries via phone and email in French, English, and Dutch, coordinating with OCC (Operations Control Center), Schiphol, Revenue Management, Kenya Airways, Northwest Airlines (USA & UK), and Quality Control teams.
• Monitored team performance, identifying areas for improvement and adjusting mentorship approaches accordingly.
• Coached and guided new colleagues to ensure smooth onboarding and skill development.
• Conducted regular quality assessments of customer interactions, providing clear feedback to enhance service standards.

• Organized corporate promotional materials to support marketing and branding initiatives.
• Collected and distributed corporate information to customers, ensuring timely and accurate communication.
• Provided exceptional customer service by promptly responding to inquiries, addressing concerns effectively, and fostering strong client relationships.
• Enhanced document organization through meticulous file maintenance, archiving outdated records for efficient retrieval.
• Managed office supply inventory, proactively replenishing stock to prevent workflow disruptions.

• International market research (French & Arabic)
• Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

• Managed passenger check-in, ensuring a smooth and efficient process.
• Conducted flight editing and preparation 24 hours before departure to optimize operations.
• Handled special requests and irregularities, providing prompt solutions to enhance passenger experience.
• Oversaw boarding procedures and ensured timely flight departures.
• Assisted families traveling with young children by providing age-appropriate amenities like baby bassinets or child-friendly meals.
• Handled difficult situations calmly and professionally, resolving conflicts when necessary for optimal resolution.
• Collaborated with fellow crew members to provide cohesive in-flight service, resulting in positive passenger feedback.
• Provided timely assistance during emergency situations, following established procedures to ensure passenger safety.
• Facilitated communication between ground staff and cabin crew during boarding processes to streamline operations.
• Handled lost baggage claims swiftly through coordination with relevant departments.
• Participated in regular training sessions to maintain up-to-date knowledge of industry regulations and safety procedures.