Open to opportunities

Lamis Salloum

@lamissalloum

Message

EU261 claims analyst delivering compliant, accurate decisions for high-volume customer compensation cases.

Spain

Message

What I'm looking for

I’m looking for a role in claims/customer operations where I can own EU261 compliance, investigate complex cases, and deliver SLA-accurate decisions while improving processes through fraud detection and cross-team collaboration.

I’m a Claims and Customer Operations professional with 10+ years of experience across aviation, logistics, education, and administrative sectors. I specialize in EU261/2004 compliance, complex claims investigation, and high-volume case management—bringing analytical thinking, fraud detection, and customer-first decision-making to every case.

Since Mar 2024, I’ve been a Customer Claims Specialist at Ryanair, managing end-to-end processing of high-volume EU261 passenger compensation claims. I investigate delays, cancellations, and denied boarding, calculate compensation accurately, and make final eligibility decisions while strictly meeting SLA requirements and maintaining exceptional customer experience.

I’m also recognized as a Subject Matter Expert (SME) for EU261 regulations, supporting audits and quality reviews, and training/mentoring new team members to ensure consistency. Previously, I supported customers and operations as a Customer Service Executive (Aramex) and an Admissions Officer (Consorcio Santa Anna), and I brought that same service mindset into teaching through individualized education planning and SEN support.

Experience

Work history, roles, and key accomplishments

Current

Customer Claims Specialist

Current

Ryanair

Mar 2024 - Present (2 years 4 months)

Manage end-to-end processing of high-volume EU261 passenger compensation claims, ensuring regulatory compliance and SLA adherence. Investigate complex delay/cancellation/denied-boarding cases, make eligibility decisions, detect fraudulent or duplicate claims, and support audits as an EU261 SME.

EU261 Regulation Claims Processing Case Management Fraud Detection Regulatory Compliance SLA Management CRM Systems Audit Cross Functional Collaboration

Current

Admissions Officer

Current

Consorcio Santa Anna

Nov 2020 - Present (5 years 8 months)

Provide first-line client support and manage communications across phone, email, and social media. Coordinate scheduling and appointments, handle payments and basic accounting tasks, and resolve client complaints.

Customer Service Scheduling Cash Desk Closing Complaint Resolution Administrative Support Social Media

English Teacher

Jumeirah English Speaking School

Dec 2015 - Jul 2020 (4 years 7 months)

Deliver lessons aligned with MOE and KHDA standards, assess student performance, and maintain academic records. Develop IEPs and support students with SEN (including autism, ADHD, and dyslexia) while maintaining communication with parents and staff.

MOE KHDA Aligned Teaching Student Assessment Autism Support ADHD Support Classroom Management

Customer Service Executive

Aramex

Apr 2010 - Dec 2014 (4 years 8 months)

Resolve customer billing issues and system discrepancies, and manage complex complaints to maintain customer satisfaction. Maintain CRM records in line with data protection standards, support the team during high-volume periods, and promote additional services to customers.

Complaint Handling Data Protection Customer Satisfaction Customer Service