Supervisor, Global Trip Support

Aleppo University, Aleppo, Syria Graduated: August, 2012
School of Law
Bachelor of Laws degree (LLB)

Flight Operations Supervisor – Global Trip Support December 2020 – Present World Fuel Services // Webster, TX

Summary: Supervising and leading all flight operations staff and managing all essential functions of each shift. Under general direction, maximize international trip support service and customer relations with new and existing clients, providing superior customer service and communicating all of World Fuel Services Trip Support products
• Support and lead assigned day to day operations during scheduled shifts including guided decision making, actioning flight delays, flight diversions and last minute flight requests

• Organize workflow by assigning responsibilities, and assure your team effectively executes them

• Train and develop flight operation specialist to effectively perform their job responsibilities.

• Address customer escalations and resolve issues and by investigating issues, identifying solutions and taking actions.

• Provide regular feedback on performance and conduct annual reviews for flight operations staff, in concert with the department managers.

Flight Operations Specialist (Level 1 to 3) August 2013 – December 2020 World Fuel Services – Colt International // Webster, TX

Lead for high-value accounts, large fleets, and complex international flights, where I am responsible for providing full-spectrum of flight services, including:

• International and domestic trip planning for private, charter, ferry/delivery, diplomatic, scheduled and non- scheduled cargo and passenger flights.

• Ground handling services with local vendors and airport authorities.

• Overflight and landing permits directly from civil aviation authorities.

• Digital flight plans, weather and NOTAM’s in coordination with our dispatchers.

• Fuel services with local suppliers.

• Crew and passenger services on the ground such as transportation, hotels accommodations, visas and, catering.

• Border control assistance such as submitting APIS, handling customs, obtaining BOE’s, FAA route authorizations and TSA waivers.

• Serve frequently as the backup Operations Supervisor, where I am responsible for all trips, quality control, staffing requirements, and task assignments for all operations staff domestically and abroad.  Lead specialist for obtaining complicated and difficult international overflight permits.

• Resident expert on the ARINCDirect Flight Operations System (FOS) and wrote the internal manual for its use it for the operations staff.

• Coordinate externally with tasks with pilots, flight dispatchers, aviation authorities, cabin crews, schedulers, and trip planners to ensure smooth operations.

• Coordinate internally with various departments, including accounting, fuel, database, supporting services and sales and serve as lead coordinator for tasks that involve our branch offices in Calgary, San Paulo, Geneva, Toluca, Shanghai, and Singapore.

• Ensure all flights and operations comply with federal, international and local rules, and our internal guidelines.

Suggested and implemented changes and internal controls to improve operations efficiency, safety and increase client satisfaction. This included re-writing our standard operating procedures when needed.

• Trained and mentored new hires, and helped troubleshoot problems with accounts across the company.

Business Development Executive for North America February 2013 – August 2013
HADID International Aviation Services // Alexandria VA

• Served as the North America representative, where I was responsible for managing existing partnerships and developing new business opportunities.
• Develop marketing plans based on my knowledge of client needs and research of the aviation services landscape.
• Supported service delivery to clients such as FedEx, Delta Airlines, Universal Aviation & Weather, and Klitta Air.

Marketing Executive for North America August 2012 – February 2013
HADID International Aviation Services // Damascus, Syria

• Conducted market research to identify prospects, evaluate their position in the aviation industry; and explore sales options.
• Marketed HADID services by developing relationships with prospective clients and recommending solutions to their flight operations’ problems.
• Strengthened relationships with clients by providing support though reach back to operations staff.
• Prepared reports for senior management by collecting, analyzing, and summarizing information.
• Maintained professional and technical knowledge on flight operations by attending educational workshops; reviewing professional publications.

International Flight Operations Coordinator July 2005 – August 2012
HADID International Aviation Services // Damascus, Syria

• Handled all aspects of international flight planning, including obtaining over-flight and landing clearances worldwide, in addition to handling and refueling requests.

• Coordinated with customers, third-party vendors, pilots, administrators, dispatchers, and schedulers to create, execute, and monitor international trip plans, including short-notice international service requests.

• Developed and managed relationships with civil aviation authorities to follow up on permit requests.

• Familiarized myself with regulatory requirements for obtaining permits, secured slots, PPRs, overflight and landing clearances.

• Worked various shifts and on short notice to execute urgent requests and troubleshoot problems.

• Supervised junior team members and trained new staff.

Arabic, English