HIWOT MOGES
MOUNT PROSPECT
Summary
Airport operations and customer service leader with 15+ years of experience at Ethiopian Airlines, including international station management roles in Cairo and Chicago. Strong expertise in safety compliance, service quality, staff leadership, and operational efficiency.
Overview
18
18
years of professional experience
Work History
Station Manager
Ethiopian Airlines
Chicago
07.2023 - 01.2025
- Led station operations, enhancing customer service, ramp management, and safety compliance
- Ensure on-time performance, cost control, and service quality
- Managed staff training and scheduling, ensuring optimal performance
- Coordinate with FAA, TSA, airport authorities, and ground handlers
Airport Services Manager
Ethiopian Airlines
Cairo
02.2020 - 01.2023
- Directed airport operations, aircraft handling, and passenger services to enhance overall operational effectiveness
- Implemented workflow enhancements to streamline processes
- Ensured compliance with aviation safety and security standards, maintaining operational integrity
Team Leader, Customer Service
Ethiopian Airlines
Addis Ababa
01.2016 - 01.2020
- Led customer service teams in check-in, gates, and arrivals to ensure smooth operations
- Coordinated VIP services and special assistance during operational disruptions to enhance customer experience
- Managed staff training programs to enhance service quality and efficiency.
- Coordinated team activities to ensure compliance with safety regulations.
- Led daily operations for flight scheduling and resource allocation.
Customer Service & Airport Operations (Various Roles)
Ethiopian Airlines
01.2007 - 01.2016
- Led customer service team to enhance client satisfaction and streamline operations.
- Facilitated effective communication between customers and airline representatives to resolve inquiries and issues.
- Customer Service Agent
- Managed ticketing and reservations using Sabre system to ensure accurate and timely customer service.
- Marketing Clerk
Education
Bachelor of Arts - Business Management
Alpha University College
Addis Ababa, Ethiopia07-2010
Diploma - Marketing Management
Addis Ababa University College of Commerce
Addis Ababa , Ethiopia07-2005
Skills
- Airport Operations
- Cargo operations
- Safety & Compliance
- Crisis management
- Customer Service Leadership
- Team management
- Sabre Airport Systems
- MS Office
Accomplishments
- Managed two major international stations (Cairo & Chicago)
- Improved passenger service processes and operational performance
- Promoted multiple times for leadership excellence
Languages
- Amharic
- French
- English
- Amharic
- French
Key Experience
- Station Manager, Chicago, IL, Ethiopian Airlines, 01/23, 01/25, Lead all station operations, including customer service, ramp, and safety compliance, Coordinate with FAA, TSA, airport authorities, and ground handlers, Ensure on-time performance, cost control, and service quality, Manage staff training, scheduling, and performance
- Airport Services Manager, Cairo, Ethiopian Airlines, 02/20, 01/23, Directed airport operations, aircraft handling, and passenger services, Improved efficiency through workflow enhancements, Ensured full compliance with aviation safety and security standards
- Team Leader, Customer Service, Addis Ababa, Ethiopian Airlines, 01/16, 01/20, Supervised customer service teams across check-in, gates, and arrivals, Handled VIPs, special assistance services, and operational disruptions
- Customer Service & Airport Operations (Various Roles), Ethiopian Airlines, 01/07, 01/16, Lead Customer Service Agent, Senior Customer Service Agent, Customer Service Agent, Ticketing & Reservations (Sabre), Marketing Clerk
Timeline
Station Manager
Ethiopian Airlines
07.2023 - 01.2025
Airport Services Manager
Ethiopian Airlines
02.2020 - 01.2023
Team Leader, Customer Service
Ethiopian Airlines
01.2016 - 01.2020
Customer Service & Airport Operations (Various Roles)
Ethiopian Airlines
01.2007 - 01.2016
Bachelor of Arts - Business Management
Alpha University College
Diploma - Marketing Management
Addis Ababa University College of Commerce