JAWAD DEROUI
FRONT END MANAGER
united kingdom
Summary
Customer Service Supervisor with 2+ years of experience in the aviation industry, currently leading frontline teams at Ryanair. Proven ability to manage high-volume passenger interactions, resolve complex customer issues, and ensure compliance with safety and service standards. Strong leadership skills with a focus on team development, operational efficiency, and delivering exceptional customer experiences in fast-paced airport environments. Adept at handling escalations, coordinating with cross-functional teams, and maintaining high service performance metrics.
Experience
Supervised daily airport customer service operations in a high-volume, fast-paced environment Led, coached, and supported a team of customer service agents to ensure consistent service delivery Resolved complex passenger issues and escalations with professionalism and efficiency Coordinated with ground operations and boarding teams to ensure smooth departures and on-time performance Ensured compliance with airline policies, safety procedures, and regulatory standards Monitored team performance and contributed to training and onboarding of new staff Maintained accurate operational reports and supported continuous service improvements
Performed passenger check-in duties, including document verification, baggage processing, and ticketing support Managed boarding gate operations, ensuring efficient and on-time passenger boarding Guided passengers safely on the apron between aircraft and terminal, ensuring adherence to safety procedures Assisted passengers with reduced mobility (PRM), providing safe and supportive service throughout their journey Coordinated with flight crew and ground staff to support smooth turnaround and departure processes Delivered high-quality customer service in a fast-paced, high-pressure airport environment Supported multiple operational areas, demonstrating flexibility, teamwork, and strong situational awareness