Customer Service Manager

CV

Mona Selim Abdulwahab Selim El Touhky

Mobile No.: +965-********

Email: ****@****.***

Nationality : Kuwaiti

Status: Married

CORE SKILLS

Leadership & Management Communications

Business Development Ethics

Customer Relations/Service Problem-Solving

PROFESSIONAL PROFILE

A successful professional with a wealth of transferable skills gained in the aviation and business sectors.

Possess a commitment to delivering customer service excellence and a reputation for ensuring customer satisfaction. A very successful, experienced and innovative media manager whose demonstrated work performance resulted in rapid advancement up the business management chain. Consistently delivers complex projects within demanding time and cost constraints. PROFESSIONAL EXPERIENCE

GENERAL AFFAIRSMANGER(Human Resources &

Operations)

Rayat Al Hayat General Trading&Contracting Co.,

W.L.L.

Salmiya, Kuwait

October 2016 – Present

Manage the daily operations of the company’s human resources, finance, business development, and contract administration activities; company representative for private and government contracts; ensure company goals are met in a timely manner by efficient and effective management of personnel and resources; schedule workloads to meet priories and targets; inspect all aspects of the company’s operations; interact with customers and potential customers; backfill general manager’s position when required.

PROJECT MANGER

Rayat Al Hayat General Trading&Contracting Co.,

W.L.L.

Salmiya, Kuwait

April 2013 – September 2016

Overall responsibility and management of a government contract, providing valet service 24 hours 7 days per week, at a government facility; hired and trained a staff of 25 drivers and 4 supervisors, developed and implemented the project’s standard operating procedures; performed daily interface with the government contract supervisor/representative to ensure contract compliance; total fiscal responsibility of contract.

PUBLIC RELATION/MEDIAMANGER

Rayat Al Hayat General Trading&Contracting Co.,

W.L.L.

Salmiya, Kuwait

March 2011 – April 2013

Proven success developing, managing and implementing media strategies and measuring results across traditional media and digital channels; developed advertising and marketing communication strategies and materials geared toward promoting customer’s brand, in Kuwait’s small and highly competitive fast food franchise industry; developed customer’s media/promotional gifts campaign; designed, sourced and purchased promotional products; fostered very lucrative media/promotional gifts contracts with some of Kuwait’s leading fast food franchise chains, as well as Kuwait Co-operative Society. facilitated the award of seven service/supply contracts in the private and government sectors.

SUPERVISOR, GROUND HANDLERS

Kuwait Aviation Services Company

Kuwait International Airport, Kuwait

March 2008 – May 2009

Provided leadership to and supervision of a shift consisting of 6 to 14 Traffic Officers and other supporting staff, with a focus on compliance of departure operations, safety, security and regulatory requirements, as well as customer service and satisfaction. Ensured staff’s adherence of all policies, procedures and regulations and complete compliance of safety and security procedures; evaluated staff work performance and provided mentorship; coordinated daily with all airport departments contributing to a coordinated and cohesive effort of all aspects of airport operations; monitored staff’s work performance, ensuring proper passenger check-in, boarding and deplaning operations; performed required daily audits and reports, including accountability of all funds and sensitive items; kept staff and passengers informed of current updates and changes related to flight operations; investigated and responded appropriately to inquires/complaints resulting from distressed customers, whose situations had caused them to be inconvenienced; ensured proper VIP processing, uploading and escorting; ensured my staff and me maintained a professional, friendly and positive demeanor when dealing with all customers and potential customers and assuring complete customer satisfaction.

TRAFFIC OFFICER

Kuwait Aviation Services Company

Kuwait International Airport, Kuwait

April 2006 – March 2008

Provided customer services to departing air travelers ensuring their safety, security and comfort. Validatedandprocesseddeparting passengers consisting of: check-in, compliance with aviation authorities ’ directives; passenger travel qualifications and documentation; facilitated baggage check-in to proper final destination and issued flight authorization credentials; processed and collected payments for fees and services; addressed and resolved passenger issues/concerns and rebook/accommodatewhen necessary; relayed updates/information to passengers, in a timely and friendly manner; advised passengers on boarding procedures; supervised passenger accountability and upload; coordinated aircraft readiness with ground support service activities; facilitated passenger safety, gate and plane side security; coordinated final gate departure; processed, escorted and uploaded VIP’s; coordinated and ensured customer services; maintained a professional, friendly and positive demeanor when dealing with all customers and potential customers. Exceptional work performance resulted in promotion to Supervisor, Ground Handlers.

CABIN CREW

Kuwait Airways Lotus Air

Kuwait City, Kuwait Cairo, Egypt

March 2002- April 2006 August 1998 to

September 2001

Provided costumer services, to aircraft passengers ensuring their safety, security, quality of life and compliance with aircraft rules: greeted passengers, verified travel authorization and assisted in boarding; instructed and demonstrated aircraft safety procedures; assisted/directed passengers during emergency situations; prepared and served food and beverage, and dispensed entertainment and comfort items; conducted periodic inspections of the cabin ensuring passenger safety, security and comfort; maintained and operated in-cabin safety and emergency equipment; performed emergency first-aid. Exceptional duty performance with Kuwait Airways resulted in my selection as a crew member of the State of Kuwait VIP Fleet and service aboard the Head of State aircraft. ACADEMIC BACKGROUND

TrafficOfficerTrainingCourseKuwaitAirways

April 2006 Farwaniyah, Kuwait

Cabin Crew TrainingCourseKuwaitAirways

February 2002 Farwaniyah, Kuwait

Cabin Crew TrainingCourse Jordan Airline

Training&Simulation School

Summer 1998 Amman, Jordan

High School Manazil Alzahra Girls

School

September 1991 to May 1995 Sharkia, Egypt

SKILLS & KNOWLEDGES

Language Indicators: Arabic Level IV (Fluent speak, read, write); English Level III (Good working knowledge speak, read, write); French Level I (Basic knowledge speak, read, write). Proficient and effectively use of MS Office Suite. Qualified Airways Traffic Officer and Cabin Crew Member. CPR Certified (cardiopulmonary resuscitation).

AED Certified (automated external defibrillator).

ValidKuwaitDriver’sLicense

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