Christelle MESSINA ALIMA
Yaoundé,Cameroon
Summary
Dynamic aviation professional with over 10 years of experience in airline ticketing, customer service, sales servicing, and group handling, currently working for Brussels airlines, a Lufthansa Group carrier in Africa. Strong knowledge of Lufthansa Group systems and servicing workflows, including OneRes, SPRK, Trackspace, and BaG. Experienced in providing second-level operational support, resolving complex service issues, and coordinating with multiple stakeholders in a matrix environment.
Customer-focused, commercially aware, and highly organized, with proven ability to support business growth, manage client relationships, and contribute to service excellence. Bilingual in French and English, with a strong commitment to teamwork, process improvement, and high-quality customer service.
Overview
13
13
years of professional experience
1
1
year of post-secondary education
1
1
Certification
Work history
SPRK Back up Travel Agencies and Groups Handling
Brussels Airlines
Yaoundé, Cameroon
2026.03 - 2026.04
- Provide support to Travel Agencies with SPRK
- Optimize using of SPRK
- Assistance with: booking creation, ticket issuance, modification, cancellation, voids and refund and ancillary services
- Manage user settings
- BaG account creation, group creation and cancellation, fare notes
- Identify passenger opportunities by prospecting schools for student study-abroad programs, religious groups for pilgrimages and private groups for other travel purpose.
- Engage principals, faith leaders, and coordinators to negotiate bookings, assisting with logistics to convert leads into confirmed group passengers.
- In addition, also perform other task detailed in section 3 of professional experience.
Key Account Manager support and ticketing Agent
Brussels airlines
Yaoundé
2024.07 - 2026.02
- Conducted external visits to develop new business opportunities
- Reactivated existing PPB accounts and CIPs
- Built and maintained a corporate client portfolio through proactive prospecting and business visits.
- Managed and activated client accounts, including creating new profiles and re-engaging dormant ones.
- Maintained communication with corporate, providing updates on PPB points and available benefits.
- Contributed directly to revenue growth by acquiring new corporate clients and reactivating inactive accounts.
- Served as a liaison between clients and the airline, ensuring seamless service delivery and strengthened business relationships.
- Performed other task detailed in section 3 of professional experience.
Ticketing Agent/Customer Service Agent
Brussels airlines
Yaoundé, Cameroon
2013.10 - 2024.06
- Handle incoming calls and emails from passengers, travel agencies and corporate clients.
- Manage appointments (scheduling, reminders and confirmations).
- Book vehicles and hotels for individuals and groups, tailored to requirements.
- Provide quotations, information and bookings to passengers at the agency, by phone and by email
- Provide Miles and More assistance.
- Assist with administrative tasks, improving overall functionality of the office.
- Manage full ticketing operations including reservations, ticket issuance, changes, reissues, and ancillaries.
- Process refunds (conditions, calculations, file handling)
- Manage group reservations (booking, monitoring, invoicing).
- Assist passengers with Miles & More program (information, enrollment, benefits explanation).
- Create and follow up on online complaints, manage customer files and ensure cases are closed properly.
- Manage irregular operations (rerouting, refunds, verification of system-handled bookings).
- Provide occasional support to airport colleagues: passenger check-in and crisis management during cancellations or disruptions.
- Train and onboard interns on ticketing procedures, OneRes and service standards.
Front desk / sales agent
PSV Voyage
Douala
2013.05 - 2013.09
- Welcomed customers and listened to their requests, meeting their expectations in a friendly manner.
- Conducted prospecting activities to identify and develop new business opportunities, while supporting existing client relationships.
Education
Bachelor's degree - Droit des Affaires
University of Yaounde II Soa
Yaounde 2010.10 - 2011.09
Skills
- LHG systems: OnesRes, SPRK, Trackspace, BaG
- Microsoft Office suite, Zoom and Microsoft Teams
- Knowledge of LHG sales and ticketing processes
- Deep expertise in LHG ticketing, sales and customer service, and strong problem-solving
- Commercial awareness and process improvement focus
- Strong coordination and organizational abilities
- Administrative management
- Teamwork
- Training skills
Certification
- Air Transport Training Certificate at ATC (Airlines Training Center) Douala Nov 2012-May 2013
- Certificate of Completion General Data Protection Regulation 2026
- ORG - Safet - Information and Physical Security awareness
- Competition Compliance Certificate
- Integrity Compliance certificate
LANGUAGE
French
Fluent
English
Fluent
INTERESTS
Intercultural Travels, Exploring foreign cultures, Occasional team football, Multicultural cooking, World music
Timeline
SPRK Back up Travel Agencies and Groups Handling
Brussels Airlines
2026.03 - 2026.04
Key Account Manager support and ticketing Agent
Brussels airlines
2024.07 - 2026.02
Ticketing Agent/Customer Service Agent
Brussels airlines
2013.10 - 2024.06
Front desk / sales agent
PSV Voyage
2013.05 - 2013.09
Bachelor's degree - Droit des Affaires
University of Yaounde II Soa
2010.10 - 2011.09