Vassiliki Karagkouni
Airport Operations Coordinator
Argostoli
Summary
Dynamic aviation professional with 17+ years of experience in airport operations, passenger services, and team leadership across international settings. As an Airport Operations Coordinator at Fraport Greece, I ensure smooth flight operations, regulatory compliance, and emergency response, while in my previous role as Passenger Services Manager at ICAS Ethiopia, I led teams of up to 160 members, optimizing service delivery and operational efficiency.
Skilled in crisis management, stakeholder collaboration, and data-driven decision-making, I excel in high-pressure environments, ensuring seamless passenger experiences. Passionate about continuous improvement and operational excellence, I am eager to bring my expertise to a dynamic aviation organization.
Overview
18
18
years of professional experience
8
8
years of post-secondary education
2
2
Languages
Work History
Airport Operations Coordinator
Fraport Greece
Argostoli
05.2018 - Current
- Contributed to team effort by completing projects and performing other related duties to enhance safety, security and productivity.
- Monitored airfield conditions during inclement weather events, making informed decisions on closures or restrictions as necessary for the safety of passengers and staff.
- Streamlined passenger flow by coordinating with various airline representatives and service providers.
- Maintained a clean and functional facility by overseeing maintenance tasks, addressing equipment malfunctions, and coordinating repairs as needed.
- Ensured regulatory compliance by maintaining accurate records of airport operations activities.
- Facilitated seamless coordination between airlines, ground handlers, and other stakeholders in order to optimize overall airport efficiency.
- Identified and anticipated operational and safety concerns by maintaining continuous surveillance and radio contact with control tower.
- Assisted in emergency response planning, conducting drills, and ensuring readiness of all personnel to handle critical situations.
- Reduced operational delays by effectively managing gate assignments for aircraft arrivals and departures.
- Contributed to a positive work environment by fostering teamwork, promoting open communication, and encouraging employees to share their ideas and concerns.
- Improved communication between airport departments by attending regular meetings, providing detailed reports, and offering valuable insights on operational efficiency.
- Enhanced airport safety by implementing effective security protocols and monitoring daily operations.
- Prepared daily flight plans and coordinated with other agencies for seamless operations.
- Established and maintained communication with air traffic control and other airfield personnel as required.
- Collaborated with maintenance crews and air traffic control to resolve problems and facilitate seamless operations.
- Implemented emergency procedures, complying with safety regulations and enabling preparation in crisis events.
Passenger Services Manager
ICAS Ethiopia
Addis Ababa
07.2016 - 04.2018
- Developed strong relationships with key clients, ensuring long-term partnerships and repeat business opportunities.
- Established performance benchmarks for the team, motivating employees to exceed expectations consistently.
- Implemented best practices in workflow management to ensure timely completion of tasks without compromising quality or client satisfaction levels.
- Assisted in talent acquisition efforts for the service department, identifying top candidates with relevant skills and experience needed to support organizational growth initiatives.
- Initiated cross-functional team collaborations to address complex customer challenges efficiently while fostering a collaborative working culture within the organization.
- Introduced process improvements that led to faster resolution times for customer issues without sacrificing quality or attention to detail.
- Improved customer satisfaction by implementing efficient service management strategies and streamlining processes.
- Implemented training programs to enhance staff skills, leading to improved service quality and higher customer retention rates.
- Acted as a liaison between clients and internal teams during project execution phases guaranteeing clear communication lines were open throughout entire project lifecycles.
- Analyzed performance metrics to identify areas for improvement, leading to more effective resource allocation and better overall results.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Hired, trained and supervised team of service staff members to meet business goals.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Monitored service staff performance and provided feedback for improvement.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Flight Supervisor
ICAS Ethiopia
Addis Ababa
11.2015 - 04.2018
- Conducted regular performance evaluations of staff members to identify areas for improvement and professional development opportunities.
- Promoted a culture of continuous improvement by soliciting feedback from staff members and passengers alike to refine service standards.
- Managed flight schedules and coordinated with ground staff for seamless operations, resulting in fewer delays and cancellations.
- Improved flight safety by implementing effective crew training and standard operating procedures.
- Developed streamlined boarding processes to minimize wait times and improve the overall travel experience for passengers.
- Supervised pre-flight checks, ensuring aircraft readiness for timely departures.
- Implemented emergency procedures during critical situations, ensuring passenger safety and minimizing risk factors.
- Optimized crew scheduling, managing staffing levels to meet operational demands while reducing overtime costs.
- Managed and resolved staff conflicts or concerns through effective mediation, fostering a positive work environment for all team members.
- Ensured compliance with aviation regulations, maintaining accurate documentation and records for each flight.
- Enhanced customer satisfaction by resolving passenger issues promptly and professionally.
Customer Services Instructor - Amadeus Altea CM Instructor - Goldair Handling Project Consultant
Goldair Handling
Addis Ababa
11.2015 - 04.2018
Flight Supervisor
Goldair Handling
Athens
05.2014 - 11.2015
Customer Services Agent
Aegean Airlines
Athens
10.2007 - 04.2014
Public Relations & Press, Department of Tourism
Prefecture of Fthiotida
Lamia
10.2006 - 04.2007
Education
Business Administration - Tourism and Travel Services Management, Business Administration, Training and Development
Technological Educational Institute of Crete
Heraklion 02.2001 - 05.2008
Wirtschaftswissenschaften - Business Studies
Fachhochschule
Aachen 02.2006 - 12.2006
Skills
- Team Leadership
- Recruiting and Team Building
- Emergency Response Planning
- Crisis Management
- Customer Service Excellence
- Time Management
- Interpersonal Skills
- Problem-Solving
- Conflict Resolution
- Attention to Detail
- Adaptability
- Knowledge of Aviation Regulations
- Computer Proficiency
- Cross-Cultural Competence
- Good command of operational control processes
- Airport Operations Management
- Resource Allocation
- Flight Planning and Coordination
- Regulatory Compliance
- Passenger Handling and Customer Service
- Collaboration and Stakeholder Management
- Safety and Security Management
Personal Information
- Place of Birth: Greece
- Date of Birth: 04/02/82
- Gender: Female
- Nationality: Greek
- Driving License: B
Courses
- ACI Airport Irregular Operations (IROPS), 2025
- Eurocontrol Fundamentals of Airport Collaborative Decision Making [APT-ACDM-FUND], 2025
- Eurocontrol Fundamentals of ATFCM [NMO-FMP-1], 2025
- Eurocontrol Introduction to TCAS [ATC-I-TCAS], 2025
- Eurocontrol Team Resource Management The basics [HUM-TRM-BASIC], 2025
- Proactive and Reactive Wildlife Management, 2024
- Management of Organizational Operational and Infrastructural Changes, 2023
- Rescue and Firefighting Services, 2023
- Vehicle Fleet Management, 2023
- Friction Measurement, 2023
- Use of Firearms for Wildlife Control, 2023
- Recording and Reporting Wildlife Strikes, 2022
- Airside Spillage Response, 2022
- Fuel Quality Check, 2022
- Reducing ARFF Category, 2022
- Notifications for High Impact Events related to Airport OPS, 2022
- Publication of AIP Amendments, 2022
- Approval of a Work Permit, 2021
- Cleaning, Sweeping and FOD Prevention, 2021
- RWY Condition Assessment and Reporting, 2021
- Visual Aids Inspection and Reporting, 2021
- Airside Driving - Maneuvering Area, 2021
- Airport Works Safety, 2021
- Night Operations, 2021
- SMS Occurrence Reporting, 2021
- Aircraft Fuel Servicing, 2021
- Overload Operations, 2021
- Monitoring Aircraft Marshalling, 2021
- Adverse Weather Operations, 2020
- Airside Monitoring and Inspection, 2020
- Airside Driving - Apron, 2020
- Aerodrome Safeguarding - Obstacle Control, 2020
- Follow-Me Guidance, 2019
- Low Visibility Procedure, 2019
- Integrated AOCC Operating Concept, 2019
- Operation of Higher Code Letter Aircraft, 2019
- Customer Communications, 2019
- Handling Recommendation Letters, Violation Reports & Observations by HCAA at the Airport Level, 2019
- Pyrotechnic's Use for Bird Control, 2019
- Cash Collection Process, 2018
- LGT PPR Airport Activation Extension out of Operating Hours, 2018
- EASA Compliance Management Monitoring, 2018
- Monitoring Coordination of OPS, 2018
- Notifications of NOTAMs, 2018
- Marketing Mix & Brand, 2020
- Photography: Technology & Basic Techniques, 2020
- Eurocontrol ATCO Basic Meteorology (ATC-I-BASIC-MET), 2019
- Eurocontrol Air Ground Communications for Controllers and Pilots (ATC-R-ALCL), 2019
- Eurocontrol ATFCM Messages (NMO-ATFCM-MSG-E), 2019
- ACAA (AIR CARIER ACCESS ACT) 14 CFR PART 382, 2018
- QR AMADEUS ALTEA CM Supervisory, 2016
- DCS ALTEA CM Train the Trainer, 2015
- Security Passenger Handling, 2015
- IATA DGR CAT 9, 2015
- Airside Safety, 2015
- Meet STAR ALLIANCE, 2015
- Passenger Handling Seminar, 2014
- WORKBRIDGE Software, 2014
- Environmental Awareness, 2013
- Grooming & Appearance - INGLOT, 2013
- PRM Awareness A3, 2011
- STAR ALLIANCE Functional, 2010
- Airline Security A3, 2009
- A3 Customer Service for Ground Personnel, 2009
- IMMIGRATION - UK Document Fraud A3, 2009
- AIMS Software, 2009
- GABRIEL BASIC CHECK IN A3, 2007
Timeline
Airport Operations Coordinator
Fraport Greece
05.2018 - Current
Passenger Services Manager
ICAS Ethiopia
07.2016 - 04.2018
Flight Supervisor
ICAS Ethiopia
11.2015 - 04.2018
Customer Services Instructor - Amadeus Altea CM Instructor - Goldair Handling Project Consultant
Goldair Handling
11.2015 - 04.2018
Flight Supervisor
Goldair Handling
05.2014 - 11.2015
Customer Services Agent
Aegean Airlines
10.2007 - 04.2014
Public Relations & Press, Department of Tourism
Prefecture of Fthiotida
10.2006 - 04.2007
Wirtschaftswissenschaften - Business Studies
Fachhochschule
02.2006 - 12.2006
Business Administration - Tourism and Travel Services Management, Business Administration, Training and Development
Technological Educational Institute of Crete
02.2001 - 05.2008