OMAR ABUALI
Customer Relations & Operations Supervisor
Amman
Summary
Dynamic Customer Service Specialist with over 6 years of experience in customer relations , operations and sales, dedicated to enhancing client satisfaction and driving sales performance. Expertise in resolving client issues and managing complaints through innovative strategies that consistently improve satisfaction scores. Proven track record in handling high volumes of customer interactions while developing effective marketing strategies that boost sales outcomes. Eager to leverage a unique skill set and a customer-focused approach to make a meaningful impact within a forward-thinking organization.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Disruption And Transfer Control Senior Officer
Royal Jordanian
02.2025 - 09.2025
- Lead the coordination and management of passenger disruption cases, including delays, cancellations, and missed connections, ensuring smooth re-accommodation and minimal impact on customer experience.
- Supervise transfer desk operations and guide front-line staff in handling complex passenger journeys, irregular operations, and high-stress situations.
- Handle inadmissible passengers (INAD) and deportee cases, ensuring compliance with international aviation and immigration regulations.
- Verify the legitimacy of travel documents presented by passengers and interrogate individuals suspected of forgery or identity fraud, reporting findings to relevant authorities.
- Collaborate with ground handling teams, immigration officers, and airport authorities to resolve disruption and security-related cases effectively.
- Monitor service delivery standards, applying company policies and international aviation regulations to maintain compliance and operational excellence.
- Prepare reports on disruption management performance, identifying trends and recommending process improvements to enhance service quality and efficiency.
Customer Services Team Lead
MENZIES AVIATION
03.2023 - 01.2025
- Company Overview: Queen Alia International Airport
- Led passenger service operations for Etihad Airways at Amman Airport, achieving a %97 Net Promoter Score and contributing to the station's global ranking of 4th out of 88 stations.
- Served as Flight Controller for both Etihad Airways and Air Arabia, overseeing flight departure operations, passenger handling, and baggage loading to ensure seamless processes.
- Reported directly to airline airport managers and terminal managers, providing updates on operations, performance metrics, and improvement plans.
- Coordinated with ground handling teams to uphold safety, service quality, and operational efficiency.
- Trained and supported team members, fostering a high-performing and customer-focused environment.
- Played a key role in resolving passenger concerns, enhancing customer satisfaction and loyalty.
Business Development Officer
AL NISR AL ARABI INSURANCE COMPANY / ARAB BANK GROUP
03.2022 - 12.2022
- Developed and implemented innovative sales strategies to drive revenue growth and exceed targets.
- Provided support and meetings management to team members, enhancing overall team performance and productivity.
- Built and maintained strong client relationships through tailored solutions and exceptional customer service.
- Proactively identified new market opportunities, contributing to business expansion.
- Delivered after-sales support to ensure client satisfaction and retention.
Passenger Services Agent
QATAR AIRWAYS
11.2018 - 06.2021
- Company Overview: Hamad International Airport
- Delivered exceptional service to passengers, ensuring a seamless travel experience through efficient check-ins, boarding, and handling special requests.
- Resolved passenger issues promptly, demonstrating strong problem-solving skills in a fast-paced, high-pressure environment.
- Consistently upheld Qatar Airways' reputation for excellence by adhering to strict operational and customer service standards.
Ticketing Agent
EXTENSYA, SAUDIA AIRLINES
10.2017 - 11.2018
- Managed all aspects of passenger bookings and reservations, providing end-to-end support and resolving inquiries with professionalism.
- Maintained a customer satisfaction rate of %91 through prompt and accurate service.
- Selected to handle outbound calls due to strong attention to detail and expertise, performing tasks requiring manual processing and precision.
- Assisted with flight changes, cancellations, and special service requests, ensuring compliance with airline policies and customer needs.
Education
Bachelor's Degree - Modern Languages (English / Italian)
Al Albayt University
01.2007
Skills
- Advanced communication and interpersonal skills for customer-facing roles
- Sales and Cross-Selling techniques with proven track records of exceeding sales targets
- Team leadership and supervision with experience leading teams of 8 members
- Strategic problem-solving and conflict resolution with a focus on customer satisfaction
- Critical thinking and decision-making in high-pressure environments
- Effective time management and multitasking to meet deadlines
- Adaptability to fast-paced, dynamic workplaces
Training
- Schengen Visa Verification and Fraud Detection Course – Federal Police of Europe (Germany).
- Altea Customers Management system.
- Thomson Reuters KYC, AML, & CTF.
- Thomson Reuters Anti-Corruption and Bribery.
- Human Factors Course.
- Office & Information Security Awareness Course.
- Customer Experience Course (G.R.E.A.T).
- Dangerous Goods Category 9 (Initial).
Timeline
Disruption And Transfer Control Senior Officer
Royal Jordanian
02.2025 - 09.2025
Customer Services Team Lead
MENZIES AVIATION
03.2023 - 01.2025
Business Development Officer
AL NISR AL ARABI INSURANCE COMPANY / ARAB BANK GROUP
03.2022 - 12.2022
Passenger Services Agent
QATAR AIRWAYS
11.2018 - 06.2021
Ticketing Agent
EXTENSYA, SAUDIA AIRLINES
10.2017 - 11.2018
Bachelor's Degree - Modern Languages (English / Italian)
Al Albayt University
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