Warith Al Maskari

Customer Service Team Leader with over 8 years of experience in aviation customer service and frontline operations at Muscat International Airport. Proven ability to lead teams in high-pressure environments, manage customer escalations, coordinate operational activities, and deliver exceptional customer experiences. Experienced in coaching and mentoring staff, monitoring performance, ensuring compliance with operational procedures, and collaborating with multiple stakeholders to achieve service excellence.

Fluent in Arabic and English with strong leadership, problem-solving, and communication skills.

Senior Customer Service Agent / Team Supervisor - TRANSOM HANDLING SERVICES - Muscat International Airport

(2018-01)

• Lead frontline customer service operations, ensuring efficient passenger processing and service delivery in a fast-paced airport environment.
• Supervise daily operational activities and provide floor support to customer service teams during peak operational periods.
• Coach, mentor, and support team members to improve service quality, operational performance, and customer satisfaction.
• Handle customer complaints, service recovery cases, and escalations, ensuring timely resolution and positive customer outcomes.
• Monitor operational performance, workload distribution, and service delivery standards to maintain efficiency and service excellence.
• Collaborate with airlines, airport authorities, security teams, and internal departments to resolve operational issues and customer concerns.
• Conduct on-the-job training and knowledge-sharing sessions for new and existing staff.
• Ensure compliance with company policies, airport regulations, safety procedures, and customer service standards.
• Support performance monitoring activities by providing operational feedback and contributing to service improvement initiatives.
• Identify operational challenges and recommend process improvements to enhance customer experience and team productivity.

Customer Service Representative - OOREDOO OMAN

(2017-02 - 2018-01)

• Managed high volumes of customer inquiries through telephone and digital communication channels.
• Resolved customer complaints and service issues while maintaining high customer satisfaction levels.
• Promoted company products and services while identifying customer needs and delivering suitable solutions.
• Maintained accurate customer records using CRM and customer management systems.
• Achieved service quality targets while meeting performance and productivity objectives.

Higher Diploma - Business Management - Gulf College (2016 - 2018)

General High School Diploma - National Private School (2013)