MOUNA CHEBBA
Casablanca
Profil professionnel
Experienced aviation professional specializing in passenger services, airport operations, and airline coordination. Proven ability to lead front-line teams in delivering seamless check-in, boarding, security, and baggage handling processes while maintaining high service standards and regulatory compliance. Strong problem-solver in high-pressure environments with a focus on operational efficiency,Motivated to grow within a dynamic aviation environment and contribute to service excellence and operational performance.
Vue d'ensemble
10
10
years of professional experience
1
1
Certification
Expérience
Passenger Operations Supervisor
RAMhandling
Casablanca, Morocco
2025.10 - Actuel
- Supervise daily transfer and transit operations, ensuring smooth passenger connections and on-time departures
- Coordinate with check-in, boarding, ramp, baggage, and operations teams to maintain seamless airport flow
- Manage irregular operations (delays, misconnections, disruptions) and provide immediate solutions
- Lead and allocate staff efficiently during shifts to optimize performance and maintain service standards
- Ensure compliance with safety, security, and airline procedures
- Handle VIP passengers and sensitive cases with high professionalism
- Act as point of contact between departments, improving communication and operational efficiency
- Optimized a rapid acars based transfer minimizing misconnections
Supervisor – Lost & Found Department
RAMhandling
Casablanca, Morocco
2019.03 - 2026.04
- 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
2017.02 - 2019.02
- Provided VIP and premium passenger handling, including check-in, lounge assistance, boarding coordination, and lost and found.
- Supported shift leadership
- Coordianated multi-airline handling as Emirates, Qatarairways 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 & Flight Handling
- Departure Control Systems (DCS),EBC,WT
- Proficient in MS Office; multilingual skills
- Team Leadership & Shift Management
- Passenger Experience & Service Recovery
- Disruption & Irregularity Management
- Safety & 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
Languages
Arabic
First Language
English
Proficient (C2) (C2)
French
Courant
Spanish
Beginner (A1) (A1)
Chronologie
Passenger Operations Supervisor
RAMhandling
2025.10 - Actuel
Supervisor – Lost & Found Department
RAMhandling
2019.03 - 2026.04
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