- Remaining knowledgeable about Client products and community standards to improve the support of our community of users. - Coaching and mentoring new agents. - Supporting in the process, the policy changes effectively to operations team. - Assisting our community and helping resolve inquiries. - Investigating and resolving issues that are reported. - Gathering, analyzing, and utilizing relevant data to conduct the operational trends and insight reports. - Identifying inefficiencies in workflows and suggesting solutions. - Recognizing trends and patterns, and escalating issues outside the company policy to the global team. - Other duties and responsibilities that may be assigned by the management.

- Processed the relevant data to develop ways to improve the user experience on the site with the assurance of confidentiality, security, integrity, and privacy of data as top priority. - Other duties and responsibilities that may be assigned by the management.

- Proceeded the departmental management on the workflow and efficiency. - Managed the creation and implementation of SOPs and other documents for the general operation and coordination with the external departments. - Coordinated the implementation of the operation plans and development. - Planned for the procedure of workforce management. - Proceeded the general evaluation and proposed the proper appraisal. - Analysis for the current company practice and found out the different operational strategies in the aim of optimizing the operations in the company. - Managed the flight data analysis for route/slot developments. - Prepared the periodic and irregular reports to management. - Other duties and responsibilities that may be assigned by Head of Department and Board of Management.

- Managed teams for the daily operation. - Coordinated with the internal and external departments for the daily operation. - Kept track of monthly, quarterly, and yearly goals. - Proceeded the peer evaluation on team members’ performance. - Prepared the periodic and irregular reports to management. - Worked with management to assess and improve processes and policies. - Uphold and enforce company policies. - Address customer issues and complaints. - Proceeded the training for new hires. - Other duties and responsibilities that may be assigned by Head of Department.

- Provided the high level of customer services to the passengers using the company services. - Managed the operation of GHA at the airport. - Established and maintained the good rapport with the airport authorities and other departments for the operation at the station. - Prepared the periodic or irregular operation reports. - Proceeded the on-site audits and supported the company's audits at station.