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Global Support Team Leader

United Arab Emirates
AED 10,500
November 13, 2017

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Ahmed Abdelaziz

Mobile: +971-*********


Local Address: Ajman, UAE



* ***** ** ********** ** Operations, Process Improvement, Customer Experience and managing Call/Contact centres, and Data Analysis specialist in Travel industry.


Currently associated with GTA/Kuoni as a Global Support Team Leader Dubai, UAE.


Aspired to be an operations improvement expert and key change leader in any organization I join. PROFESSIONAL DETAILS

Nationality: Egyptian

Marital Status: Married

Date of Birth: 28th Jan 1986

Driving License: A Valid UAE driving license


GTA/Kuoni. Dubai, UAE June 2017 - Present

Global Support Team Leader – Asia Pacific and Middle East

Managing the Global Support Team, 11 members directly reporting plus managing the whole team 30 members.

Lead Projects solely which included Gap Analysis and coordination across the main destinations handling similar functionality.

Responsible for team recruitment.

Training and motivate Call Center Representatives.

Responsible for task assignment, performance evaluation, quality assurance and equipment maintenance.

Involved in communication abilities and problem solving skills with various levels and channels.

Analyse customer service related information and evaluate the results to choose the best resolutions and alternatives to customer service challenges, and to identify opportunities to improve the customer experience being delivered.

Involved in the Pilot batch of leadership on a new set up of Global Support department functions GTA/Kuoni. Dubai, UAE Nov 2014 - Present

Global Support Trainer - APMEA

Member of APMEA training team

Key Responsibilities:

Prepare training and quality plans for the new joiners and the entire team.

Initiate quality forms for calls and documented cases with formulas and scores and monitor the team’s performance.

Provide training and coaching to new joiners and all team members (Contact Center and Global Support).

Monitor and manage the central queues and e-mails and allocate cases to the team to ensure the quick response.

Assisting the Global Support Manager in managing the floor.

Monitor incoming and outgoing interactions through a range of media – telephone, emails, chat etc and log each interaction through case management.

Provide high touch and high quality solutions to issues from clients and suppliers.

Client, Supplier and people engagement.


Nominated as the Global Star for 2016 and got the highest ranking.

Successfully completed a high standard level of training and coaching for 12 new joiners, started June 2016 - present.

Assisted in implementation of new system (Salesforce) – March 2016 - across APMEA region leading the change across including managing all phases from Business requirement gathering to roll-out delivery and improvement. 2

Nominated as a ‘’Global Star’’ of the month - May 2016.

Received many appreciation letters from different travel partners. VFS TasHeel/Kuoni. Dubai, UAE June2014–Nov 2014

Customer Experience Expert

Key Responsibilities:

Handling customers and applicants inquiries personally or via e-mails and telephone.

Handling of cash and bank related transactions if assigned.

Monitor and manage the Document Scrutiny & Collection of Visa processing. Achievements:

Conducted a simple training module for the new joiners to expedite the Visa application process and increase the number of applications.

British Gas. Alexandria, Egypt Mar 2011–Apr 2014

Materials & Logistics Coordinator

Key Responsibilities:

In charge of all the Aviation Logistics for personnel by creating daily manifests according to Look ahead plan. (Heliport Base)

Responsible of making control, Quality Inspection and needed documentation with preparing backload manifests for drilling materials. (Supply Base)

Maintain relationships with Clearance agent to ensure correct documentation is received.

Prepare weekly & Monthly flights reconciliation.

Maintain accurate record supply base.


Initiated a simplified data recording procedure for materials and equipment using Excel.

Saved time and money to the company by convincing the air service provider company to send small sized and urgent materials by helicopters to the offshore drilling rig (only 35 minutes for the trip) other than sending them by vessels

(around 9 hours).

Shell Egypt. Alexandria, Egypt Sep 2009–Jan 2011

Logistics Coordinator and Personnel Dispatcher

Key Responsibilities:

In charge of all the Aviation Logistics for the Material as well as for personnel.

Responsible for coordinating and ensuring goods and services required by Rigs are efficiently and effectively sourced, tracked and Expedited as may be required, until are delivered at Rig site.

Understand and apply Shell Egypt N.V HSSE Policies.

Promote safety briefings and toolbox talks, advising latest HSE initiatives & observations. Achievements:

Played an important role of the company’s success achieving 5 years ‘’Goal Zero’’ which means 5 years of operations without any accidents or major incidents.

Developed some useful points and instructions during the pre-flight safety briefing meeting by simulating the use of life jackets brace situations, also suggested applying the ‘’STOP’’ system at the heliport which was useful to maintain and increase safety awareness.



Higher Secondary School 2001-2003

Bachelor Degree - Commerce and Business Administration 2004-2009 Alexandria University – Egypt


Arabic: Native Language

English: Fluent (Written and Spoken)

French: Fluent (Written and Spoken)


7 HABITS for Successful Manager Course (Dr Stephen Covey Program) November 2017

I-Solve Problem Solving Certification September 2017

Crisis Management Awareness Training Course July 2017 Authorized courses in GTA Leaning Online System (8 certified courses).

LEON Skills Administrative and Managerial Courses 2015 - 2016

IATA Dangerous Goods and IMDG Codes 2013

Completed the IATA and IMO certified courses in Halliburton Egypt, certified from DGM in Spain.

Aviation Training and Logistics Course 2012

A training course held by British Gas in Cairo.


Certified from OPITO certificate no. 0717

B.A Commerce / Business Administration 2004 - 2009 Alexandria University, Egypt


Stakeholders and team management

Training and coaching

Risk Assessment

Team motivation and influencing skills

Quick learner

Time management and multitasking

Communication and presentation skills

Systems proficiency: Salesforce – IBM AS/400 – Microsoft products REFERENCES

Furnished upon request.

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