AHMED E L S OHAFY

PSDC Leader **+ Years Airline Operations Experience

Phone number: +971********* / +1-540-***-**** E-mail: ad4qaw@r.postjobfree.com

Address: Dubai, United Arab Emirates LinkedIn Authorized to Work at: Canada, UAE, Ukraine E X E C U T I V E S U M M A R Y

Results-driven leader with extensive aviation industry experience in operational management, airline operations and customer service. Demonstrated leadership in project management, stakeholder collaboration, and strategic planning. Recognized for optimizing efficiency and enhancing customer satisfaction. Proficient in recruitment, training, and talent development. Available to attend in Canada within 48 hours. S I G N A T U R E C O M P E T E N C I E S

Leadership Stakeholder Engagement Project Management Strategic Planning Operational Management Airport Operations Communication Abilities Customer Service Excellence Performance Management Performance Evaluation Recruitment Training and Development Employee Coaching Talent Development Resource Management Time Management Process Improvement Analytical Skills Conflict Resolution Risk/Crisis Management Decision Making Negotiation Auditing Quality Assurance Compliance Management P R O F E S S I O N A L H I G H L I G H T S

Oversaw United Airlines & Air Canada operations at Dubai Airport, facilitating collaboration between Emirates and partner airlines, implementing enhancements, and ensuring compliance with EK standards.

Initiated a document check project, resulting in reduced resource utilization and fewer customer offloading incidents at boarding gates, while improving satisfaction and minimizing fines.

Executed a project aimed at boosting On-Time Performance (OTP), conducting audits on 45 flights to ensure timely operations and adherence to safety protocols and measures.

Supervised Emirates' A380 concourse trial and transfer project at Dubai Airport in 2013, optimizing customer flow and resource allocation.

Led the operational support team during the opening of Dubai Airport Terminal 3 in 2008, ensuring smooth relocation of Emirates offices and provision of essential resources.

Received the Customer Service Excellence (ACE) award from Dubai Airports in 2017 and garnered 64 appreciations for outstanding service and performance

W O R K E X P E R I E N C E

Passenger Services Duty Controller Jun 2004 – Present Emirates Airlines – Dubai, UAE

• Progressed through various roles at Emirates Airlines, starting as an Airport Agent and advancing to positions including Senior Agent, Supervisor, Service Officer, and presently serving as Passenger Services Duty Controller.

• Support Passenger and Baggage Services team as "duty manager" during peak passenger arrival periods, ensuring oversight of operations, resources, and customer service to meet quality, safety, efficiency, and cost-effectiveness goals while surpassing customer expectations.

• Ensure service excellence under SMAS guidance, employing decisive actions to maintain high standards of customer satisfaction and operational efficiency.

• Ensure compliance with service level agreements, OTPs, and EKAS KPIs through adept coordination of daily briefings with the entire team, providing updates during shift handovers, setting and achieving goals, and leading post-operation review meetings, showcasing strong leadership, communication, and analytical abilities.

• Ensure shift staff are informed of critical operational decisions and policies, overseeing implementation, and maintaining adherence to uniform standards

• Collaborate within the shift management team to align passenger and baggage operations service levels with EK standards and SOPs, utilizing meetings, audits, and customer feedback reviews to attain customer satisfaction objectives.

• Supervised 600-800 staff per 12-hour shift, including Airport Agents, Senior Airport Agents, Ticketing Agents, Sales personnel, Supervisors Airport Service, and Airport Service Officers, with direct reports from supervisors and accountability to the Senior Manager of Airport Services (SMAS).

• Provide targeted job coaching to shift staff, assessing their needs, implementing interventions, and overseeing progress to meet organizational standards and goals.

• Investigated and resolved operational discrepancies, system breakdowns, and SLA failures on shift basis, ensuring smooth process flow through interaction with internal and external departments, and providing independent responses when PSDM involvement wasn't needed

• Effectively led teams and allocated resources during flight disruptions by coordinating with Terminal Control Center (TCC) and Hub Control Center (HCC), addressing delays, connections, staff, customer rebooking, flight holding, upgrades, hotel availability, and lounge capacity to ensure action plans and successful resolutions.

• Played a pivotal role in recruitment, actively participating in the hiring process for Airport Agents, Senior Airport Agents, Ticketing Agents, Sales, Supervisors, and Service Officers within airport operations.

• Contributed to airport development projects under the guidance of MAS/PSDM, leveraging skills in project participation and teamwork to support infrastructure enhancement and operational efficiency. Receptionist 2002 – 2004

Millennium Airport Hotel – Dubai, UAE

Sales Agent 2000 – 2001

Vodafone – Cairo, Egypt

Asst. Housekeeping Supervisor/Cleaning Auditor 1996 – 1999 Helnan Regina Hotel – Sharm El sheikh, Egypt

E D U C A T I O N AL B A C K G R O U N D

The Emirates Group Leadership Diploma The Emirates Group - UAE 2018 Bachelor's degree in Tourism Higher Institute of Tourism, Alexandria - Egypt 2000

- The degree was evaluated and verified by World Education Services (WES). C O U R S E S & T R A I N I N G

Having completed over 40 courses and training sessions, the following are highlights of the most pertinent certifications and training programs:

- Aviation Security Course - 36 Month Recurrent

- CUR-Aviation Security Course

- Dangerous Goods for Passenger Handling - Category 9

- CUR-Emirates Airside Safety

- Crisis Response - Emergency Response Planning

(ERP) Awareness

- CUR-EKAS DXB Boarding and Arrivals

- CUR-EKAS DXB Connections

- Complaints Resolution Officials Refresher Program

- Customer Journey through Emirates Hub - OL-882

- Emirates Hub at Dubai Airport course OL-881

- DG Continuous Workplace Monitoring-Passenger

Handling Staff

- PCI DSS - Securing Point of Sale Devices (POS)

- CUR-EKAS DXB Gate Supervisor Course

- Crisis Response - Introduction to Station Immediate Response Team 24 months recurrent

- Development Planning Course

- Managing On Time Performance - EKAS Dubai Staff

L A N G U A G E S K I L L S

Arabic: Native English: Fluent