Sofiyat Kasim
Chelmsford
Summary
Aviation supervisor with over 10 years of experience, including 7+ years at Jet2.com. Proven track record in leading operational teams, managing disruptions, and achieving on-time performance while maintaining VIP customer service standards. Strong skills in stakeholder engagement, resource allocation, and passionate about colleague development through effective coaching. Demonstrated ability to make sound decisions under pressure, consistently upholding company values and safety protocols, whilst supporting the Senior Duty Manager to ensure operational excellence across all touchpoint continuing Jet2.com success.
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Overview
16
16
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work history
Customer Helper, Supervisor
Jet2.com
2021.10 - 2026.02
- Supervised landside and airside operations, ensuring safe, compliant, and efficient delivery of Jet2.com flights
- Managed daily attendance, gate and check-in allocations, ensuring optimal resourcing across the operation
- Acted as a key point of contact providing leadership and direction to Customer Helpers and CSA/BTA colleagues working as one team alongside managerial team, supporting real-time decision-making.
- Conducted thorough travel documentation checks for compliance with destination immigration requirements.
- Proactively managed flight delays and disruptions, liaising with Customer Operations, BOH, Duty Managers,Airport stakeholders to minimise customer impact
- Utilised Microsoft and Jet2 systems for operational administration and reporting.
- Supported colleague development through coaching and modelling Jet2.com values in one-to-one sessions.
- Oversaw Front of House operations in the absence of a Duty Manager, escalating issues as necessary.
- Contribute to Jet2.com KPI delivery- Improved CSAT through implementing Immediate improvement actions to protect service standards and deliver a consistent VIP service.
- Supported recruitment efforts ensuring new colleagues effectively integrated into FOH operation in line with Jet2.com standards
Customer Helper, Sales Desk
Jet2.com
2019.03 - 2021.10
- Worked within a team to help customers with flight bookings, processing additional sales and resolving customer queries such as missed flights, date changes, customer complaints and some aspects of baggage tracing.
- Created flight schedules on the INK system to ensure readiness for check-in and boarding processes.
- Conducted thorough documentation checks to verify travel document validity.
- Utilised Microsoft Outlook and Excel for daily administrative tasks.
Customer Helper
Jet2.com
2018.06 - 2019.03
- Being a front of house representative and welcoming customers as they arrive at the airport and arrive back home from their holidays.
- Checked in customers, issued boarding passes, and adhered to safety protocols.
- Managed boarding gates to ensure timely flight departures.
- Delivered effective, friendly service that aligned with Jet2.com brand values.
- Escalated complex customer issues to management ensuring fast resolution.
Terminal Security Officer
MAG Stansted
2017.02 - 2018.06
- Operated X-ray machines and body scanners to conduct thorough screenings of passengers and luggage.
- Executed terminal patrols to maintain security and safety standards.
- Provided customer service by greeting travellers and ensuring a welcoming experience.
- Conducted hand searches of passengers and cabin luggage as required.
Customer Service Agent
Blackjack Promotions Stansted
2016.08 - 2017.01
- Acted as primary contact for airport passengers, providing directions and addressing inquiries.
- Ensured accurate handover of car keys to rightful owners at Meet and Greet desk.
- Directed passengers in check-in zones to utilise bag drop system for online check-ins.
- Collaborated with security team to assist passengers in organising liquids in compliant bags.
- Maintained high standards of professionalism whilst dealing with complex situations.
Recreational Assistant
Robert Clack Leisure Centre Dagenham Essex
2011.07 - 2016.07
- Executed reception duties, including gym membership renewals and domestic tasks at leisure centre.
- Facilitated children's parties as party coach, ensuring engaging experiences.
- Enforced facility rules to promote safety and compliance among users.
- Prepared equipment for diverse sports activities, contributing to seamless operations.
Clerical Assistant (Work Experience)
Natwest Bank, Barking
2010.07 - 2010.07
- Executed administrative duties to maintain operational efficiency.
- Destroyed old and expired customer credit cards securely.
- Ensured information desk and other areas contained necessary information leaflets.
- Assisted cashiers in counting and verifying large sums of cash as needed.
- Participated in confidential customer meetings with permission to support customer service.
- Addressed day-to-day customer enquiries to enhance satisfaction.
Education
AS/A Level -
Robert Clack Sixth Form
Dagenham, Barking and Dagenham 2011.01 - 2013.01
AS/A Level -
Robert Clack Sixth Form
2011.01 - 2013.01
BA Hons - Travel and Tourism
University of Bedfordshire
2013.01 - 2016.01
Skills
- Operational leadership in landside and airside
- Safety and regulatory compliance
- On-time performance delivery
- Team development and people leadership
- Stakeholder engagement and service provider collaboration
- Customer experience and brand representation
- Resource planning and staff allocation
- Delay management and disruption resolution
- Performance management and one-on-ones
- IT proficiency in Microsoft Office
- Communication skills in Yoruba and basic Italian
- Customer service excellence
- Leadership capabilities
- Problem-solving expertise
- Effective decision-making strategies
Certification
i2Comply MENOPAUSE AWARENESS COURSE
Languages
Yoruba and basic Italian Words
Beginner
Accomplishments
The Duke of Edinburgh's Gold Award
References
References available upon request.
Affiliations
- Fitness and wellbeing
- Public Speaking engagements
- Team Bonding through social activities
Timeline
Customer Helper, Supervisor
Jet2.com
2021.10 - 2026.02
Customer Helper, Sales Desk
Jet2.com
2019.03 - 2021.10
Customer Helper
Jet2.com
2018.06 - 2019.03
Terminal Security Officer
MAG Stansted
2017.02 - 2018.06
Customer Service Agent
Blackjack Promotions Stansted
2016.08 - 2017.01
BA Hons - Travel and Tourism
University of Bedfordshire
2013.01 - 2016.01
Recreational Assistant
Robert Clack Leisure Centre Dagenham Essex
2011.07 - 2016.07
AS/A Level -
Robert Clack Sixth Form
2011.01 - 2013.01
AS/A Level -
Robert Clack Sixth Form
2011.01 - 2013.01
Clerical Assistant (Work Experience)
Natwest Bank, Barking
2010.07 - 2010.07