Haifa Abu Baker
Arlington Heights
Summary
Sales professional with extensive background in reservations and customer service. Known for increasing customer satisfaction through effective issue resolution and personalized service. Highly collaborative and adaptable, ensuring team success and aligning with business goals.
Overview
25
25
years of professional experience
Work History
Reservations Sales & SVC Representative
United Airlines
Chicago, IL
09.2023 - Current
- Delivered consistently high-quality customer support via phone, maintaining a CSAT score above 90% over an 18-month period.
- Drove additional revenue by effectively promoting ancillary products aligned with customer needs
- Engaged in volunteering to enhance workplace culture, dedicating 20 hours in 2025 and 2026.
- Conducted customer engagement initiatives, successfully transferring a total of 250 calls over three years to promote Chase Credit Cards Mileage Plus membership.
- Developed and implemented initiatives to promote cabin upgrades and sales, achieving sales results between $2,000 and $5,000 for premier desk.
- Received recognition on Bravo platform from leadership for consistent attendance and valuable involvement in customer appreciation efforts.
- Developed and implemented coaching strategies for new agents to ensure comprehensive knowledge of United Reservation Sales System functionalities.
Supervisor for Food Service VIP Lounge
SODEXO INC. American Airlines Admirals Club & Flagship Lounges
Chicago
06.2016 - 02.2019
- Managed and monitored staff activities in four clubs to enhance service delivery and customer satisfaction.
- Developed and implemented tailored offerings aimed at improving the quality of life for first-class and business-class travelers in lounge environments.
- Managed communication between kitchen and bar teams to optimize menu order fulfillment and enhance event experiences.
- Drove operational excellence and customer satisfaction, resulting in number one lounge ranking in United States for 2018.
- Enhanced VIP customer experience by implementing tailored social media interactions in 2019.
Passenger Service Agent / Gate Lead
SWISSPORT Handling Aviation Company
Chicago
02.2014 - 06.2016
- Greeted and assisted passengers upon arrival. Supported VIPs with personalized service. Resolved customer complaints and performed additional tasks as needed.
- Organized daily work assignments and facilitated check-in and arrival processes for first class and business class passengers.
- Provided safety and security at airport facilities and adhered to airline regulations. Assisted CBP officers as needed by translating for arriving passengers at O'Hare airport.
- Ensured passenger satisfaction by promptly resolving inquiries and concerns to enhance overall travel experience.
- Facilitated efficient check-in operations to enhance passenger experience and maintain adherence to airline timelines.
Public Relation Assistant Manager
US Technology Consulting Office
Chicago
08.2012 - 03.2013
- Coordinated administrative tasks and handled immigration paperwork, optimizing appointment timelines for clients.
- Organized and managed schedules for VIP meetings, ensuring comprehensive notes were captured to enhance clarity in communication.
- Protected confidentiality of sensitive data to maintain organizational integrity and client trust.
- Designed and executed process enhancements aimed at boosting team efficiency and overall productivity.
- Analyzed client needs, providing tailored technology solutions to drive business outcomes.
Sales and Ticketing Agent
ITA Travel Agency
Chicago
07.2006 - 02.2009
- Evaluated client specifications and offered suitable travel options to enhance overall experience.
- Managed booking of international travel logistics to ensure seamless travel experiences for clients.
- Oversaw ticket sales and addressed customer inquiries to ensure precise information dissemination.
Sales and Ticketing Agent
Kuwait Airways
Amman, Jordan
02.2001 - 05.2006
- Served customers to ensure a best travel transaction that suits their needs and budget plans.
- Provide sales, reservation and refund for customers inquiries.
Education
Bachelor of Arts - English Literature & ARTS
Irbid National University
Irbid, Jordan06-2022
Course - Management
ABE Academy
Jordan11-2022
Certified International Trainer - Management
International College in London ICL
Irbid, Jordan06-2020
World of Hospitality Course (Certificate) - Hospitality
Chicago Land Retail Sector Center
Chicago04-2019
Skills
- Decision-making
- Teamwork Player
- Problem - Solving
- Time management
- Attention to detail
- Multitasking
- Reliability
Languages
English
Arabic
Interests
Swimming, Jogging, Playing music
Courses
- Reservation & Sales Course, United Airlines September 2023 – October 2023
- Comprehensive Management Course, ABE Academy October 2022 – November 2022
- International Trainer - TOT, International College July 2020 – August 2020
- World of Hospitality, Chicago land Retail Sector Center April 2019 – May 2019
Awarded United Bonus Bucks cash for Chase Credit cards customers transfers
- Assist in Arabic American Heritage Month with BRG group in 2025/2026 including two locations; Chicago Call Center & Wills.
- Support player development, teamwork, and communication.
- Served the Middle Eastern traditional coffee taste.
Timeline
Reservations Sales & SVC Representative
United Airlines
09.2023 - Current
Supervisor for Food Service VIP Lounge
SODEXO INC. American Airlines Admirals Club & Flagship Lounges
06.2016 - 02.2019
Passenger Service Agent / Gate Lead
SWISSPORT Handling Aviation Company
02.2014 - 06.2016
Public Relation Assistant Manager
US Technology Consulting Office
08.2012 - 03.2013
Sales and Ticketing Agent
ITA Travel Agency
07.2006 - 02.2009
Sales and Ticketing Agent
Kuwait Airways
02.2001 - 05.2006
Bachelor of Arts - English Literature & ARTS
Irbid National University
Course - Management
ABE Academy
Certified International Trainer - Management
International College in London ICL
World of Hospitality Course (Certificate) - Hospitality
Chicago Land Retail Sector Center