Customer Service Information Security
Resume:
Khaled Ragab Résumé
** ********** ***., **-**********,
Flat # 28,
Alexandria,
Egypt.
*******@*****.***
Personal information
I am very motivated ambitious and hardworking man, born in Alexandria, Egypt, 1970. I am looking for a rewarding career opportunity.
I hold an Egyptian passport and I am willing to relocate at any time. Please read my résumé and feel free to contact me for more details.
Key Skills:
1.IT skills: Confident windows XP user, Ultra, Ms Office applications including words and excel.
2.Personal skills:
Excellent leadership skills for big & small teams, new staff & experienced staff. (3+ years experience).
Outstanding Problem solving skills under any circumstances and with minimal resources. (12+ years of experience).
Highly effective and critical decision making skills. (12+ years).
Very highly organized and can help organize work environment.
Customer Service oriented skills. ( 15+ years of experience)
Team work skills, I enjoy team work and appreciate a cooperative work environment. (10 Years of experience).
Excellent communication skills, which are a result of a long work experience with people of different ages, backgrounds, nationalities and beliefs.
3.Spoken Languages:
Arabic: Native tongue.
English: Fluent (read, spoken and written), 30 years of study & practice.
French: Fluent (read, spoken and written). 30 years of study & practice.
Career History
Sutherland Global Services : Customer Service Consultant (French/ English) Inbound and outbound customer 7/2016 till now
Customer Service Specialist, answer inbound calls to provide exceptional customer service to consumers. This could include responding to inquiries about products and services, processing payments, or performing general account maintenance. . . Outbound make calls to customers to follow up on or inquire about account issues
ALMASRIA universal airlines Alexandria station Manager 9/2009- 2016
Responsible, is ensuring the overall operations of a given airline at an airport. This encompasses both flight and ground support operations and involves coordinating flight crew, and ensure adequate measures are implemented and maintained in order to protect the safety and security of the whole operation including aircraft, passengers, cargo, baggage and all staff. Furthermore, monitor all aspects of the airport operation to achieve and maintain high customer service standards. also exercise budgetary control on expenditure and maximise excess baggage and ticket sales revenue.
Emirates group Danta Airside Team Supervisor 7/2004 – 7/2009
To work as a customer-focused frontline employee assisting the Shift in-charge by managing all the resources pertaining to the relevant area, and optimally controlling & directing the available resources (manpower & equipment) to achieve the specific area objectives. Accountable for ensuring that adequate resources, are planned and deployed in all areas, and that all equipment used is in serviceable condition, and that all personnel work as per safety rules and regulations.
To ensure Baggage activities in all areas (Interline/Dep make-up/Arrival) are carried out in accordance with Safety & Security legislation and local SOPs, and ensure make-up/breakdown activities are undertaken as per the individual requirements of all carriers, achieving the highest standard of customer service.
.
Egypt jet Aviation Duty Station Manager 03/2002 - 5/2004
Deal with VIP flight like Amiri flights and embassy personnel, from the moment they arrive until they leave the airport. My main tasks were to aid them through all paperwork, routine and make sure they are safe and pleased. Achieve 100% satisfaction and facilitation to all VIP passengers. Make hotel reservations and provide transportation for them. Take care of all ground handling tasks as well as Assist VIP.
Link Aero Trading Senior Traffic officer 3/1999 – 3/2002
All kind of ground handling services for a lot of flights( condor, Austrian air line, transavia, Royal Jordon ) included weight and balance and also all kind of passenger services check in and boarding and all kind of operation deal with Sita telex and computer.
Nile Valley Aviation Passenger Service Agent 10/1997 – 03/1999
All passenger services such as: check in, boarding, MHB and handling passenger during delay flights deal, with all private flights and embassy flights.
Education and Relevant courses:
College of Saint Marc: High School Degree in Advanced French Literature and
arts.
Courses attained at ALMASRIA universal airlines
Ecar 301 26/11/2012 -28/11/2012
Ramp safety 20/11/2012- 21/11/2012
Basic aircraft handling 05/04/2015- 15/04/2015
Airline management 2016
Courses attained at Emirates Aviation College:
Baggage Service 1 1/9/04 - 23/9/04
Airside Load Management 1/3/05 – 25/3/05
Baggage Service 2
Electronic Tickets accepting passengers 1/6/05 – 5/6/05
Dangerous Goods 25/9/04 – 28/9/04
Leadership development 20/9/05 – 28/9/05
Team Communication 15/09/05 – 26/09/05
Inbound customer Service. 5/11/05- 15/11/05
Accessing& Navigation 5/11/05- 15/11/05
Window XP 1/05/05 – 8/05/05
Check Schedule and Availability 8/11/05-15/11/05
Courses attained at Nile Valley Aviation:
1.Nile Valley Aviation: Passenger Service 1997
2.Air Holland: Lost & Found
3.Lufthansa: Weight & Balance
4.Lufthansa: Lost & Found
5.Lufthansa: Passenger Services.
Nile Valley Aviation: Passenger Service 10/1997
This course allows students to learn and understand the daily operations and routines of an Airline Passenger Service Agent. It allows the trainee to become more aware and acknowledge the Service Agents are not only to check passengers in, allocate seat numbers, issue boarding passes, luggage labels and assist passengers through immigration or customs but also adhere to ensuring good communications with Dispatchers, Flight Crew and Supervisors so that flights depart on schedule.
Emirates Aviation college: Dangerous Goods 09/2004
Basic course (5 days) – introduction to the general application of IATA DGR; principles
Of DG packaging, handling and aircraft loading; classification; documentation;
Shipper/carrier responsibilities, government regulations/exceptions; and emergency
Response. Refresher course (3 days) – a compact course with emphasis on the latest IATA
DGR/carrier/government requirements; handling techniques, case studies and emergency
Emirates Aviation college: Leadership development 09/2005
Understanding good Leadership Behaviors
Learning the difference between Leadership and Management
Gaining insight into your Patterns, Beliefs and Rules
Defining Qualities and Strengths
Determining how well you perceive what's going on around you
Polishing Interpersonal Skills and Communication Skills
Learning about Commitment and How to Move Things Forward
Making Key Decisions
Handling Your and Other People's Stress
Empowering, Motivating and Inspiring Others
Emirates Aviation college: Team Communication 09/2005
Raising Awareness
Understanding Communication Dynamics
Working with Body Language
Dealing with Assumptions
Working with Differing Points of View
Understanding Patterns, Habits and Beliefs
Developing Great Listening and Responding Skills
Developing Individual Strengths and Qualities
Understanding Active vs. Passive Choosing
Using Positive Reinforcement
Managing Conflict
Emirates Aviation college: Inbound customer Service 11/2005
Introduction to VIP Service
Role & Responsibilities of the Staff
Communication Skills
Model /Barriers / Listening / Questioning
Customer Contact Skills
Appreciate the Customer / validate their needs
Identify Solutions / Provide Support
Upset Customers
Social Styles
Cross Cultural Awareness
Stress
Emirates Aviation college: Information System Security 09/2005
This course introduces the concepts and issues related to securing information systems and the development of policies to implement information security controls.
All references are available upon request, I hereby, declare that all the above data are true. Thank you for your precious time.
Khaled Ragab
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