- Defined and executed the customer experience value chain- Developed offerings across the customer journey with quality oversight- Soft Skills program for customer experience teams- Coordinated ground assistance both domestically and internationally- Managed over 300 contracts for handling, catering, and airport services- Collaborated with airport authorities for follow-up- Managed subcontracting costs in flight operations

- Managed and improved commercial performance in France and Spain- Increased sales by +7% and improved the filling ratio to 73% in Spain- Utilized Business Intelligence for market strategy development- Expanded network with new routes and frequencies- Managed team performance effectively- Negotiated partnerships, contributing to "Oneworld" alliance membership- Engaged with officials for tourism and investment in Morocco

- Initiated and implemented a new business model, establishing Ram Handling, the first handling company in Morocco- Managed Station Managers and over 500 employees for customer relations across Moroccan airports- Established a performance-driven culture with KPI implementation- Secured agreements with foreign airlines for assistance and handling services