I teamed up with the Barcelona Activa group on a project aimed at developing a responsive web application. We're harnessing a microservices structure and utilizing Docker for container solutions. MongoDB is our chosen database, with Redis integration. I contribute to the Java SpringBoot backend team and collaborate with the Angular frontend team. Performing unit tests and integration tests during the process of Continuous Integration (CI)We adopted the Scrum methodology for our workflow and rely on GitHub for tracking code versions.

• OBS Support: Providing assistance with Bono-support, procedure clarification, E-ticket support, and communicating updates on new procedures and processes.• Team Leader Support: Acting as a Team Leader during their absence, participating in recruitment processes, serving as a point of contact for Super Users, and facilitating team meetings.• Internal Schedule Changes: Liaising with various stakeholders (Revenue, Network, RP, etc.) and coordinating communications to ensure seamless adjustments.• External Schedule Changes: Monitoring schedule changes with other airlines, delivering resolutions, and notifying customers as needed.• Jira Management: Tracking Jira tickets opened by OBS, escalating to BI when necessary, and ensuring timely follow-ups.• Process and Procedure Management: Updating internal manuals, implementing new procedures, and participating in relevant projects.• Training: Conducting internal and initial training for OBS, QA, and Booking teams.• Additional Responsibilities: Adapting to and addressing business needs as they arise.

· Subject Matter Expertise: Leveraging my in-depth knowledge to provide guidance on procedures, systems, and best practices.Booking Support:· Offering assistance with procedural and systems support.· Clarifying guidelines and addressing queries.· Reporting system issues for prompt resolution.· Authorizing exceptions when appropriate, such as in sensitive cases or instances of human error.Social Media Coordination:· Assisting agents in handling social media cases.· Monitoring and coordinating language queues for timely response.· Updating team members on social media procedures and best practices.· Flight Disruption Management:· Mitigating the negative impact of flight disruptions on customer service by effectively addressing: · Misconnections · Delays and cancellations · Overbooking · Wetlease flight communications with customersAdditional Customer Service Tasks:· Executing any other necessary customer service-related tasks to ensure the smooth and efficient operation of the airline.

· Accurately generating load sheets by collecting and compiling data from multiple systems.· Proactively managing overbookings and providing assistance to airport handlers.· Coordinating charter flights while addressing the unique needs and requests of each client.· Acting as a liaison for different services and coordinating timely resolutions in the event of disruptions, including hotel accommodations, transportation, and new flight schedules.· Preparing comprehensive reports on daily and monthly performance, cost analysis, and delay performance.Additional accomplishments and contributions:Served as a member of the training team, responsible for instructing new employees in the Ground Operations Support role.Acted as an on-site Ground Operations Inspector, auditing various airport handling services, assessing performance with a focus on safety, and providing reports to management.

· Third-Party Coordination: Collaborating with external companies to ensure smooth operations and service delivery.· Delay Management and Reporting: Addressing flight delays, implementing solutions, and providing detailed reports.· Inventory Management: Overseeing airline equipment inventory, such as AKE and PMC, to maintain proper stock levels.· Data Analysis: Utilizing Excel to compile and analyze statistical data for informed decision-making.· Long-Haul Flight Scheduling: Developing and managing schedules for long-haul flights to optimize crew and resource allocation.· SAP Expenses Control: Monitoring and controlling expenses through SAP to maintain budgetary compliance.· NetLine: Utilizing the NetLine system for efficient airline operations management.

As a Passenger Service Agent, my key responsibilities included:· Passenger Assistance: Facilitating boarding and check-in processes for passengers, ensuring a smooth travel experience.· Passport Control: Verifying passenger identification and documentation to maintain security and comply with international regulations.· Dangerous Goods Proficiency: Adhering to IATA Dangerous Goods Regulations (DGR) to ensure the safe handling and transportation of hazardous materials.In the Sales Office, my tasks involved:· Ticket Sales: Assisting customers with purchasing airline tickets and providing information on flight options.· Ticket Reissuing: Managing ticket modifications and reissuing tickets as necessary.· Cash Desk Closing: Ensuring accurate financial reporting and reconciliation at the end of each business day.· Company Reward System: Overseeing and managing the airline's reward program for customers.

· On-Time Departures: Ensuring flights departed on schedule while maintaining the highest safety standards.· Delay Management and Reporting: Addressing flight delays and providing detailed reports in accordance with IATA delay coding for affected flights.· Aircraft Weight and Balance: Overseeing the weight and balance of aircraft to optimize efficiency and ensure safe operations.

· Turnaround Management: Overseeing the efficient turnaround process, ensuring timely and safe completion of all necessary procedures.· Aircraft Loading: Managing the loading of both payload and passengers, achieving optimal balance onboard to enhance flight profitability.· Customer Seating: Coordinating the strategic seating of passengers throughout the aircraft to achieve the best balance and improve overall efficiency.· Team Leadership: Acting as a team leader during shifts, supervising a team of 3 to 5 employees, and assigning tasks based on individual skills and proficiencies.