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Laith Al-Khalidi

@laithal-khalidi

Station Manager at Fly Jordan Airlines who reduced ground handling incidents by 40% through safety audits, FOD prevention, and staff retraining.

Jordan

Message

What I'm looking for

I'm seeking an Operations Manager or Station Manager role where I can drive service excellence, safety, and OTP performance.

At Fly Jordan Airlines, I directed ground handling, terminal, and ramp operations while serving concurrently as Station Manager and, at Merkur Aviation Services, Ground Operations Duty Manager. I reduced ground handling incidents by 40% through airside safety audits, root-cause investigations, FOD prevention, and targeted staff retraining.

At Royal Jordanian, I supervised ramp operations and supported ground handling for Qatar Airways, Etihad, Gulf Air, Turkish Airlines, and Middle East Airlines at Queen Alia International Airport. I coordinated aircraft turnarounds and gate operations, and used Amadeus, Sabre, and CUTE for passenger processing and flight control.

Most recently, at Aramex, I directed a 20-agent outsourced service team and sustained 94% KPI adherence through monitoring, coaching, and training. I used Zendesk and Salesforce to track performance and deliver weekly dashboards to senior management.

Experience

Work history, roles, and key accomplishments

Customer Services & Quality Leader

Aramex

Aug 2023 - Jan 2025 (1 year 5 months)

Managed service quality, SLA compliance, and team performance for a 20+ agent outsourced service division, achieving 94% KPI adherence. Directed escalation management and quality assurance workflows, improving CSAT and reducing average handling time.

Zendesk Salesforce KPI Reporting Quality Assurance Escalation Management Team Leadership Training SLA Compliance Microsoft Office

Ground Operations Duty Manager

Merkur Aviation Services

May 2022 - Aug 2023 (1 year 3 months)

Supervised ramp and airside operations ensuring compliance with ICAO safety regulations and FOD prevention. Led real-time incident resolution and coordinated passenger handling services including PRM assistance.

Ramp Operations Airside Safety ICAO FOD Prevention Incident Management PRM GSE Deployment Resource Allocation TAT

Station Manager

Fly Jordan Airlines

May 2022 - Aug 2023 (1 year 3 months)

Directed end-to-end ground handling, terminal and ramp operations with full accountability for safety, compliance, and OTP. Reduced ground handling incidents by 40% and enforced ISAGO-aligned SOPs.

Ground Handling Ramp Operations Terminal Operations IATA Compliance ISAGO safety management FOD Prevention Gate Management TAT Workforce Planning Vendor Management Incident Management PRM Dangerous Goods

Airport Services Supervisor – Ramp Operations

Royal Jordanian

Jun 2018 - Apr 2022 (3 years 10 months)

Supervised daily ramp operations for Royal Jordanian and provided ground handling for five additional carriers. Managed aircraft TAT, gate coordination, and DCS operations across multiple airline accounts.

Ramp Operations Ground Handling IATA Compliance FOD Prevention Baggage Handling TAT Gate Management Amadeus Sabre Cut E SMS Airfield Security

Check-in & Boarding Supervisor

Royal Jordanian

Jan 2018 - Jun 2018 (5 months)

Led frontline check-in and boarding teams during peak operations, ensuring seamless passenger flow and PRM compliance. Conducted service quality audits and trained staff on DCS systems and IATA protocols.

Check in Boarding Management PRM Service quality Training Amadeus Sabre CUTE CUSS IROPS ICAO IATA

Check-in & Boarding Senior Officer

Royal Jordanian

Aug 2014 - Jan 2018 (3 years 5 months)

Processed check-in and boarding operations for Royal Jordanian and acted as ground handling agent for multiple airlines. Operated DCS systems and supported load control and Weight & Balance documentation.