Monica Sousa
The Hague
Summary
Control Specialist with strong expertise in process optimisation and risk management. Demonstrates exceptional ability in developing and implementing control systems to enhance operational efficiency and safety. Capable of identifying issues and devising strategic solutions to mitigate risks. Brings proven track record of improving system reliability and performance, ensuring compliance with industry standards.
Overview
1
1
Certification
27
27
years of professional experience
Work History
WEIGHT & BALANCE LOAD CONTROL SPECIALIST
KLM Royal Dutch Airlines
Schiphol, North Holland
08.2006 - 06.2025
- Optimizing payload and maximizing revenue following operational and safety requirements adhering to a local company and international aviation law.
- Report reasons for possible improvements and amendments to safety and/or security standards.
- Troubleshoot issues during load control operations.
- Check and submit performance data documentation to supervisors.
- Work closely with Flight Dispatch, Revenue Operations, and Flight Operations to optimize payload management across the group while on shift.
- Effectively communicate policy and procedural changes to all relevant stakeholders.
Equipment coordinator
KLM Royal Dutch Airlines
Schiphol, North Holland, Netherlands
09.2022 - 09.2023
- Handling aircraft components, receiving , counting and inspection of deliveries
- Verify accuracy of stock control and share information of procedures to collegues
- Report and deliver aircraft part damage in accordance with safety standards
- Maximize revenue and support distribution of materials, minimising delays in maintenance's operations
- Troubleshoot problems solved when appropriate; know when to ask for help and work as a team
- Collaborated with team members to achieve target results.
- Maintained clean, safe working environments to eliminate accident risks.
Passenger Sales and Services Agent
KLM Royal Dutch Airlines
Schiphol, North Holland
03.2016 - 10.2016
- Printed tickets, passes and brochures for customers and explained terms of each.
- Educated customers about visas and documents required for specific travel destinations.
- Coordination with airline staff and managing boarding pass procedures
- Monitoring flight schedules, delays and cancellations
- Ensure safe airport terminal protocols
CUSTOMER SERVICE REPRESENTATIVE
Northwest Airlines
Newark, New Jersey
11.1998 - 07.2006
- Addressed customer service enquires quickly and accurately.
- Communication with internal and external parties to arrive at a smooth and on-time flight operations
- Assisted customers with product-related questions, feedback and complaints.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Responsible for weight and balance of aircrafts and keeping the performance statistics updated for revenue control departments.
- Working with a team and providing a safe operation following rules and regulations.
CUSTOMER SERVICE SPECIALIST
Signature Flight Support
Newark, New Jersey
03.1998 - 11.1998
- Customer service representations within various airlines and charter flights
- Guided and assisted passengers with services, ticketing, baggage, and all information and arrangements throughout flight procedures.
- Delivered personalised service by understanding individual customer needs and preferences.
- Addressed customer service enquires quickly and accurately.
- Developed customer service guidelines and procedures, standardising response times and quality of service across the team.
- Handled inbound arrivals of aircfaft and outbound flights, ensuring a safe operation
Education
Verklaring - Nederlands halfgevorderden 1 (A2/B1)
Volksuniversiteit Den Haag
01.2017
Certificate of Achievement - Nederland A0/A1, Nederlands beginners 2 (A1/A2), Nederlands 3 (A2)
Volksuniversiteit Den Haag
01.2016
Diploma - Travel and Tourism Management, Accounting
The Institute of Commercial Management
01.2010
Certificate - Management in travel and tourism
London city College
01.2010
Skills
- Leadership and supervision
- Effective verbal and written communication
- Critical thinking
- Team collaboration
- Time management
- Positive mindset
- Strong work ethic
- Resilience and professionalism
- Aviation expertise
- Safety orientation
- Customer service excellence
- Aviation security knowledge
- Flight planning skills
- Commercial aviation operations
- Airline industry applications
- Payload optimization strategies
- Safety compliance expertise
- Load control troubleshooting skills
- Customer relationship management
Certification
- Certificate of Achievement-Digital Skills Mobile & Social Media, Future Learn | Accenture, 2020-02-01
- Certificate of Achievement-Mindfulness for Wellbeing and Peak Performance, Future Learn | Monash University, 2019-11-01
- Certificate of Achievement-CLIMATE CHANGE: SOLUTIONS, Future Learn | University of Exeter, 2019-06-01
- Toism and Western Culture, Future Learn | DE Tao Masters Academy, 2017-10-01
- Psychology of Political Activism: Women Changing the World, EdX, 2017-03-01
- Rights1x: Human Rights: The Right to Freedom of Expression, Amnesty International | EdX, 2015-12-01
Volunteer Experience
- Barista, Hungry Minds, The Hague, 2016-04-01, 2019-09-30
- Beach Cleaner, Stichting De Noordzee, 2017-08-01
- Social Work, NLCares, 2017-11-01, 2018-11-30
Timeline
Equipment coordinator
KLM Royal Dutch Airlines
09.2022 - 09.2023
Passenger Sales and Services Agent
KLM Royal Dutch Airlines
03.2016 - 10.2016
WEIGHT & BALANCE LOAD CONTROL SPECIALIST
KLM Royal Dutch Airlines
08.2006 - 06.2025
CUSTOMER SERVICE REPRESENTATIVE
Northwest Airlines
11.1998 - 07.2006
CUSTOMER SERVICE SPECIALIST
Signature Flight Support
03.1998 - 11.1998
Verklaring - Nederlands halfgevorderden 1 (A2/B1)
Volksuniversiteit Den Haag
Certificate of Achievement - Nederland A0/A1, Nederlands beginners 2 (A1/A2), Nederlands 3 (A2)
Volksuniversiteit Den Haag
Diploma - Travel and Tourism Management, Accounting
The Institute of Commercial Management
Certificate - Management in travel and tourism
London city College