Fatiha Khelalef
About Fatiha Khelalef
Fatiha Khelalef is a Billing Customer Care Manager at SITA, recognized for achieving a 99% cash collection target in 2018 and receiving three SITA Bravo awards for outstanding performance. With a career spanning over two decades at SITA, she has held various roles and contributed to significant improvements in customer satisfaction and financial recovery.
Work at SITA
Fatiha Khelalef has held multiple positions at SITA since 1993. She began her career as a Bilingual Assistant and progressed to various roles, including Junior Database Administrator, Customer Billing Representative, and Customer Billing Representative Team Leader. In 2009, she became the Customer Billing Representative Manager, a role she held until 2012. Currently, she serves as the Billing Customer Care Manager, a position she has occupied since 2012. Throughout her tenure, she has collaborated with support teams on migration projects and developed training materials for billing processes.
Education and Expertise
Fatiha Khelalef studied at Université Paris Nanterre, where she focused on Langue anglaise et littérature, achieving a DEUG. She also attended Lycée Paul Langevin - Suresnes, earning a BTS in Trilingual Secretarial and Office Automation. Her educational background supports her extensive experience in customer billing and financial management within the aviation industry.
Achievements
In 2018, Fatiha Khelalef achieved a 99% cash collection target and contributed to a 90% customer satisfaction rate for European customers regarding their invoices. She exceeded the target for the e-invoicing program by 120% that same year. Her performance earned her three SITA Bravo awards, recognizing her outstanding contributions to the organization. Additionally, she recovered 60 million in revenue over a three-year period, showcasing her financial recovery capabilities.
Client Engagement and Training
Fatiha Khelalef has conducted external training sessions for major clients, including Air France, KLM, Emirates, Globalia, Lufthansa, and Amadeus. These sessions focused on explaining invoice packages and enhancing client understanding of billing processes. She has also developed internal training materials, including videos and PDFs, to support SITA's Portfolio billing training initiatives.