Laura Al Howayek

Supervised daily customer service operations, ensuring compliance with airline service standards and operational procedures.
Led and coached customer service teams, managing staff performance, attendance, training, and service quality.
Handled complex passenger issues, escalations, denied boarding cases, missed connections, and service recovery situations.
Demonstrated advanced proficiency in Amadeus, including reservations, ticket issuance, reissuance, exchanges, refunds, fare calculations, and itinerary modifications.
Processed ticketing transactions, EMD issuance, ancillary services, and fare rule interpretation in accordance with airline policies.
Managed flight disruptions, schedule changes, cancellations, and irregular operations (IROPS), ensuring effective passenger reaccommodation.
Coordinated with airport operations, sales, reservations, and ground handling teams to maintain seamless passenger services.
Monitored operational KPIs, service quality metrics, and customer satisfaction targets.
Assisted VIP, corporate, and premium-class passengers while maintaining exceptional service standards.
Prepared operational reports and analyzed service performance to identify process improvement opportunities.
Ensured compliance with aviation security requirements, safety regulations, and company policies

Managed daily logistics and order fulfillment activities for online retail operations, ensuring accurate processing and timely delivery of customer orders. Coordinated with suppliers, warehouses, and courier partners to track shipments, monitor order status, and resolve delivery issues efficiently. Maintained accurate inventory and shipping records, processed returns and exchanges, and provided customers with regular updates regarding their orders. Worked closely with customer service and operations teams to address inquiries, investigate shipment discrepancies, and ensure a high level of customer satisfaction. Generated logistics and fulfillment reports, monitored delivery performance, and supported process improvements to enhance operational efficiency and meet business objectives.

Managed outbound sales and telemarketing activities to generate leads, promote products and services, and achieve sales targets. Engaged with prospective and existing customers through phone calls, email, and social media platforms, building strong customer relationships and identifying business opportunities. Created, scheduled, and managed social media content across multiple channels to increase brand awareness, customer engagement, and online presence. Responded promptly to customer inquiries, handled complaints professionally, and provided product information to support sales conversions. Monitored social media performance, tracked campaign results, and prepared reports on engagement and sales activities. Collaborated with marketing and sales teams to develop promotional campaigns, generate qualified leads, and drive business growth while maintaining high standards of customer service and communication.

Led and supervised a team of hostesses and event staff, ensuring the successful execution of corporate, promotional, exhibition, and hospitality events. Coordinated staff scheduling, assignments, and on-site operations to deliver exceptional guest experiences and maintain high service standards. Acted as the primary point of contact between clients, event organizers, and team members, ensuring all event requirements were met efficiently. Managed guest registration, VIP reception, crowd coordination, and customer inquiries while maintaining a professional and welcoming environment. Trained and mentored team members on customer service, event protocols, and presentation standards. Assisted in event planning, logistics coordination, and problem resolution to ensure smooth operations and client satisfaction. Monitored team performance, prepared event reports, and contributed to the successful delivery of events while meeting organizational objectives and service expectations.