Customer Service Manager

NOHA MAGDY SALEH

E-mail:********@*****.***

Objective:

Seeking a challenging position in a multinational environment where

I could use & develop my acquired skills & experiences.

PERSONAL DATA:

Date of Birth : 28th June 1978

Place of Birth : Cairo, Egypt

Nationality : Egyptian

Marital Status : Married

Professional experience:

WATERFALL SPA AND TRADING ( JAN 2011 -DEC

2012 ) QATAR

OPERATION MANAGER

Key duties/responsibilities of SPA manager:

1. Operations management of SPA

• Hold regular staff meetings to keep staff up to date on all aspects of the Spa’s operation.

• Ensure equipment is maintained in good working order.

• Maintain professional relationships with suppliers and providers.

• Ensure stock and cash items are kept safely under lock and key.

• Minimize or eliminate losses through negligence with monitoring programs.

• Implement a clearly established opening and closing procedure.

• Manage inventory effectively; follow purchasing standards; ensure compliance

• Maintain an up to date version of the Spa Procedure Manual and ensure compliance.

• Develop and maintain Spa literature, documentation and process handling requirements.

• Attend Management meetings and convey all relevant information throughout the Spa.

2. Financial management of SPA

• Control ongoing service and product margin analysis to ensure profitability.

• Implement opportunities for managing operational costs and boosting the bottom line.

• Develop procedures for accurate inventory control and monitoring.

• Implement full Spa product and service purchasing standards and ensure compliance.

• Administer staff and client scheduling for maximum revenue generation and profitability.

• Interpret Financial Reports and provide expertise on(projected) Revenue vs. Expenses.

• Project and maintain acceptable payroll commitments.

• Use financial plans for spotting trends, measuring productivity and monitoring progress.

3. Marketing management of SPA

• Guide business decisions by staying on top of Spa industry trends.

• Maintain a strong menu of services with both exceptional artistic and aesthetic value.

• Consistently develop and grow retail sales through training, tools and monitoring.

• Ensure the Spa is always staged for maximum buyer impact.

• Develop Spa’s Marketing Strategy and ensure a consistent image is being portrayed.

• Develop and maintain gracious and efficient front desk procedures.

• Maintain and update all necessary internal and external signage.

• Create ongoing in-house promotions and activities to stimulate sales, staff and customers.

4. Customer Service management of SPA

• Exhibit a professional attitude, diplomacy and an ability to handle difficult situations.

• Uphold gracious front desk procedures in the booking and handling of customers.

• Maintain fresh, effective programs to consistently retained grow customer base.

• Develop and maintain compensation guidelines for customer complaint handling.

• Anticipate, identify and ensure customer needs are beignet in the best possible way.

• Monitor customer satisfaction with surveys, focus groups and comment cards.

• Develop and deliver credible, competitive, value-plus service to the customer.

• Guide staff to become caring problem solvers,

cooperative, accommodating and fair.

5. Human Resources management of SPA

• Effectively administer and monitor Staff Scheduling procedures.

• Demonstrate an exceptional level of professionalism for the staff to emulate.

• Create a motivating environment of sincerity, warmth and fun for staff and guests.

• . Implement ongoing skills training to ensure service standards are being upheld.

• Develop and monitor Job Descriptions and Staff Goals Planning.

• Create and maintain Staff Contracts, ensuring accuracy and compliance.

• Perform Staff Evaluation Reports with proposed action plans

1. MEDIA HATEM SALEM 06/2010 - 12/2010

Business developer - (sales and marketing)

Evaluating the business and then realizing its full potential, using such tools as: marketing, information management, customer service.

As a business developer I comprise the number of techniques and responsibilities which aim at attracting new customers and at penetrating existing markets.

Techniques such as:

1. Intelligence gathering on customers and competitors

2. Generating leads for possible sales

3. Advising on, drafting and enforcing sales policies and processes

4. Follow-up sales activity

5. Formal proposal and presentation management and writing

6. Pitch and presentation rehearsals

7. Business model design

8. Account planning and performance monitoring

9. Proposition development and campaign development

1. EMIRATES AIR LINE 2007 - 2009

SENIOR CABIN CREW first class

1. Regency & Mina Hotels 2006 – 2007

Emirates-Abu Dhabi

Sales & Marketing

Handling a room inventory of 300 rooms

Handling key corporate and high net worth individual accounts

Reporting to the General Manager on a daily basis

Overseeing room reservations

Coordinating with the other departments for the smooth hotel operations

Maintaining high levels of Guests & Clients relation

1. Emirates Airlines 04/2005 – 02/2006

Cabin Crew – first class

1. Mediterranean Airlines 10/2003 – 01/2005

Executive Administrative Assistant to the General Manager

2. Shorouk Air - Egypt Air 11/1998 – 09/2003

Cabin Crew 11/1998 – 05/1999

Senior Cabin Crew 06/1999 – 06/2001

Chief Cabin Crew and Trainer 07/2001 – 09/2003

Education:

Al Zahraa English School - Egypt 1996

High School

Helwan University (Faculty of Arts) - Egypt 2002

BSc of English Literature

Languages:

Arabic : Mother Tongue

English: Fluent (Written/ Spoken)

French : Fair (Spoken)

Italian: Fair (Spoken)

Spanish: Beginner (Written/ Spoken)

Computer Skills:

Microsoft Office Applications (Word – Excel - Power Point).

Internet.

Personal Skills:

1. Excellent time management.

2. Excellent ability to work smoothly under pressure.

3. Excellent presentation skills.

4. Excellent communication skills.

5. Ability to lead a team.

6. Team organization.

7. Critical Thinking using logic and reasoning to identify the strengths and weaknesses of alternatives.

8. Coordination adjusting actions in relation to others' actions.

Interests:

Reading, Swimming, Jogging.

TRAINING COURSES:

-Managerial skills for Airline staff Course.

-Leadership Development & Succession Planning.

-Customer Service & VIP Handling Course, Train of Trainers Course

-Customer Loyalty Seminar.

-Aviation management diploma with AACO at AUC in CAIRO

-A380 the new air bus training (selected in the first group)

-GROMMING COURS EMIRATES TRAINING COLLEGE

-FOOD AND HYGIENC COURS EMIRATES TRAINING COLLEGE

-LEADERSHIP COURS EMIRATES TRAINING COLLEGE

-WINING COUSTOMER BACK SYSTEM EMIRATES TRAINING COLLEGE

-HANDLING AND SOLVING CUSTOMER PROBLEMS AT EMIRATES TRAINING COLLEGE

-Service Training at EMIRATES TRAINING COLLEGE

-CRM EMIRATES TRAINING COLLEGE

-Sales and marketing Abu Dhabi NATIONAL HOTELS

-First Aid Training at Egypt Air

-Safety & Security on Boeing 737-200/400 at Egypt Air (License)

-Safety & Security on Airbus 320/ 310 at Egypt Air (License)

-Safety & Security on MD 90 at Egypt Air (License)

-Service Training at Egypt Air

-Train the Trainer Course at Egypt Air

-Leadership Course at Egypt Air

-Handling Customer Complaints Training at Egypt Air

-First Aid Training at Emirates Airlines

-Safety & Security on Boeing 777-200/300 at Emirates Airlines (License

RECOGNITIONS:

Employee of the Month.

Certificate of Appreciation from Egypt Air Head Office - 2003

Thanks letters from the Cabin Crew Manager for Passengers’ recognition

Emirates Airlines License

. Service Training at the Emirates Airlines

Egyptian Driving license

UAE Driving License

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