Sherif Moustafa Ahmed

Mobile NO: +201*********

E-mail: adbzfk@r.postjobfree.com

Objective

To obtain a challenging position that will effectively utilize my acquired expertise, creative talents and commitment to excellence. Desire a position with career growth potential and enhance my knowledge, skills & experience and be an effective member.

I would like to work in a professional environment that requires resourcefulness, teamwork and diversity in dealing with People.

Summary of Qualifications

Innovative professional with 17+ years of progressive experience within Contact Center industry, BPO, Outsourcing, Customer Services, projects managements and technology and information industry, and manage all aspects of daily business operations efficiently.

Outstanding interpersonal relation skills, and very effective communication/ presentation, and writing skills

Expertise in Interacting with customers on a personal level providing exemplary customer service.

Quick study, with an ability to easily grasp and put into application new ideas, concepts, methods and technologies. Dedicated and self-motivated team player/builder with a superior work ethic.

Proficient in the use of various computer programs such as PM, Cisco, Avaya, HPSM, CRM, Cerner, Zoom, Medicom Galileo, and Amadeus and various applications including MS Office and the Internet, advanced excel, power point, Visio.

Receptive to training suggestions and maintain current industry knowledge as an ongoing process.

Proactive leader who is collaborative, energetic, and decisive.

Education

BACHELOR Degree in Tourism and Hotels

Alexandria University – Egypt

2002

Related Courses:

Business Management, Customer Service,Project Managmnent, Civil tourism, Public tourism, Commercial tourism, Public International tourism, Private International tourism, History and Philosophy of tourism, Economic and Public Fiscal Studies, Political Science, and Public Administration, IATA Ticketing, Fare Calculation Manual.

Attended Training Courses on & O.J.T:

PRINCE2® Practitioner Certificate in Project Management

PRINCE2® Foundation Certificate in Project Management.

COPC Customer Experience Standard (The Performance Management System for Outsource Services. Providers (OSPs).

Agile Project Management.

ITIL® 4 Specialist Create, Deliver and Support Certificate.

PMIS.

CRM.

HPSM.

ZOOM Recording System.

CERNER (Medical Appointments Booking System (Healthcare).

CISCO CUIC Reporting System.

AVAYA System.

GINITS System.

ORACAL System.

ERP System.

Excellence Customer service.

ABAMI.

Intermediate passenger traffic.

Professional telephone Behavior.

Managing difficult situation.

Microsoft Office (Excel, Word, Power Point & Visio).

DG8 (DANGEROUS GOODS).

PLC (Principle load control).

World tracer (WTB). (Internal training).

Altea customer management system (CM).

Altea customer management system supervisory course Train the trainer.

Safety Management System (Office Staff) Course.

AVSEC.

FFP One world.

Civil aviation introduction.

Basic flight handling.

DCS (departure control system).

Customer service Exchange Dangerous Goods.

Travel Document fraud.

Basic Air traffic control.

GALILEO Course.

Amadeus.

Proven track record in exceeding goals/Achievements

Best Customer Service Supervisor in Abu Dhabi Airport Service (ADAS) on 2007. (Certificate available upon request).

Best Customer Service Supervisor in Abu Dhabi Airport Company (ADAC) on 2008. (Certificate available upon request).

Best Airport Service Duty Officer in Qatar Airways (Muscat Airport), on 2013.

Letter of appreciation from (Primary Health Care Corporation-PHCC). For the project’s enhancement and the improvement for since the GO-Live on March 2015.

Publishing, Reviewing and updating the internal Contact Center Operation SOP.

Publishing, Reviewing and updating the internal Team Leaders Operation Service Manual.

Creating PHCC project Service Manual. (P.S: Used as sample for HMC Project PMIS Plan).

Professional Experience.

Contact Center operation Manager / Project Manager - PHCC.

Malomatia Company

Qatar Government Contact Center ( QGCC Doha – Qatar).

Jun 21st, 2015 – till 21st Feb 2019

Contact Center Operations Job Responsibilities:

Serves customers by planning and implementing Contact center strategies and operations; improving systems and processes and managing staff in Qatar Government Contact Centers are powered by Malomatia Qatar Q.S.C.

Managing Outsourcing Unit “Malomatia” adding to previous job responsibilities the following:

• Managing 3 redundant and DR sites in Egypt, Sudan & India as offshore destination for Qatar CC with total 140 CSRs and 8 team leaders.

• Managing client’s relations and accounts management.

• Managing department revenues and P&Ls.

• Managing Implementation team.

• Project Manager (Primary Health Care Corporation-PHCC).

• Provide support to other leadership team members to ensure the appropriate coverage of Customer Operations Department.

• Plan and manage the operational activities of the Contact Centre in support of the organization’s vision, mission and customer access strategies.

• Plan, coordinate, and manage activities of assigned project(s) to ensure that project SLA is being accomplished.

• Responsible for development of supervisory staff, including on-job training, motivation and coaching to reinforce required leadership and operational skills.

• Meet and maintain department budget goals by controlling costs for equipment and personnel.

• Manage employee and work group performance to ensure the success of Customer Operations Department.

• Increase the availability, accessibility, and effectiveness of e-services to residents and businesses.

• Enable an integrated and efficient government through innovative use of ICT Improve government transparency and stimulate participation in the democratic process.

• Ensure Normal Day to Day Operations of all projects enrolled in the 2020 Initiative for the Qatar State Digital Government.

• Ensure all KPIs met for all projects.

• Ensure Staffing levels and performance of all agents through leadership.

• Ensure Invoicing and recording of service completion against invoicing and minimizing penalties occurred from nonperformance.

• Engagement with WFM team to mitigate any risks in CC capacity

• Engagement with QA team to ensure efficiency of agents and leadership in CC

• Engagement with MOTC to ensure service is delivered as per stake holders’ view.

• Managing all related departments in line with contact center business, PM & Sales

• New proposals review & new implementation plans developed for new clients

• Farming & Hunting new opportunities with sales team.

• Responsible for target achievement for business and cost control through P&L.

• Projects Transformation short & long terms.

• Processes assessments and gap analysis

• Value chains for new processes.

Managing PHCC Project as Project Manager:

Developing project scopes and objectives, involving all relevant stakeholders and ensuring technical feasibility

Direct, coordinate and monitor all stages of project management including budgeting, technology assessments, cost/benefit analyses, risk assessments, business process redesign, application testing, end-user training, communications, project implementation, and post-implementation support

Achieve successful outcomes through identifying and addressing issues and risks

Plan and track all team dependencies and help resolve bottlenecks

Drive solutions to unique and complex problems with broad impact on the business

Monitor developments and best practices in the internal/external business environment and regulatory matters

Anticipate potential challenges, including internal and external business challenges and regulatory issues

Advise and recommends appropriate updates to programs, projects, portfolios, processes, training, resources, products, or services

Serve as a key liaison between the project/program team and client/regulatory arm

Network with third parties/vendors/regulatory arms and authorities

Prepare and deliver professional communications and presentations (both written and verbal)

Coordinate internal resources and third parties/vendors for the flawless execution of projects

Ensure that all projects are aligned with a preset plan with a limited room of deviations

Use appropriate verification techniques to manage changes in project scope, schedule, and costs

Measure project performance using appropriate systems, tools, and techniques

Creating PHCC project Service Manual. (P.S: Used as sample for HMC Project MS Plan).

Airport Services Supervisor. (ASS).

Qatar Airways. (Muscat International Airport)

Oman.

July 23rd, 2012-21st Dec 2014

Key Roles and Responsibilities:

•Supervise and control flight handling activities such as flight editing, check-in transfers and boarding etc., in order to ensure a high service standard. Achieve optimum customer satisfaction and on-time departure of flights. Excellent skill to deal with flight delays, disruptions, denied boarding etc. Deputize Airport Service Duty Officer and/or Airport representative.

Key Roles and Responsibilities:

Act a station coordinator liaison with G.H.A and QR departments, Works closely with G.H.A and all airport departments to ensure on-time performance targets are met.

Ensure the progress towards on-time flight closure and passengers boarding supervises airport tram in achieving O.T.P.

Facilitates the ramp handling activities in liaison with G.H.A, Caterers, Fuels maintenance Cargo and Crew to expedite departure. Works with all departments to ensure O.T.P

Utilization of maximum resources by planning efficient duty allocation for Customer Service Agent, Ensure efficient use of manpower during duty period.

Review aircraft allocations according to the Movement Signals/late Arrivals/Load etc, Ensure all departments are aware of operational massage and requirements.

Provide support to airport Service Duty Officer in case of Flight Disruptions, Misconnections and Denied Boarding and ensure passengers are provided with all possible facilities Ensure passengers are providing with full support during any disruption on his shift.

Performs other related duties as assigned for the purpose of ensuring the efficient and effective functioning of the work unit.

Any other operational tasks/responsibilities as may assign by Airport Service Supervisor.

Obtain inbound summaries for all departure flights.

Obtain PTM. PSM, CPM, UCM, LDM for arriving flights.

Scan check –in records at up-line station (where access is available _to obtain the required information.

Perform B&K edits as necessary on the outbound flight after establishing identity of passengers in the DCS.

Obtain print-outs for such passengers for records.

Verify of the Bags are re-scanned after the edits.

Check in counter Macs.

Boarding Passengers in (Remote Bays and aero Bridge Gates).

IMMG. Clearance.

Coordinate with Aircraft Flight dispatchers.

Coordinate with the Ramp Agents using the Knowledge of (Loading all A/C types).

Handling VIP and Executive Flights.

Public relation activities.

Handling special cases (Stretchers, MEDA, Delay, VIP, and CIP Passengers).

Customer Service Supervisor.

Abu Dhabi Airport Company (ADAC)

Abu-Dhabi, UAE. (Government Company).

November 1st, 2008 – 20th June 2011

Key Roles and Responsibilities:

Oversee and manage the airline marketing advertising and campaign activities in local and international publications for all target audiences.

Review and develop communication channels within the organization and ensure they meet brand requirements.

Responsibility for the dissemination of key messages to staff.

Deliver a proactive and targeted internal communications strategy that is accessible to all Nationalities working for ADAC and subsidiaries.

Acting Duty Manager:

Recognition of cultural sensitivities with delivering communications

Ensure that internal communications become embedded in the thinking for the organization

Commitment to the development of line employees through training and development and Emiratization program providing them with strategic direction and support, setting KPI’s and reviewing progress at regular intervals.

Support Divisions to ensure their needs are met in terms of both internal communications and On-boarding.

Ensuring that all the processes involved in the On-boarding process are available, and consist of a suite of high quality, on-brand tools and channels to ensure that new-joiners experience a seamless, easy to understand and stress-free introduction to the organization.

Manage the strategy for employee events ensuring they are timely, cost effective and appropriate for the employee audience.

Develop a tool for measurement of success of internal communications and employee events based on understanding, engagement and feedback.

Being overall responsible for developing a new On-boarding programmer which includes written, electronic and face to face communications over a period that covers an employee’s probation.

Plans, organizes and directs the work pf operations and maintenance including hiring decisions, written and performance evaluation and possible disciplinary actions.

Develops and coordinates airport capital improvement project. Direct and issues written guideline and action plans to coordinate projects.

Manages and supervises the safety and efficiency of airport operations, maintenance emergency and security functions through observing and reviewing daily inspection logs.

Incident reports, activity logs, onsite inspections and interface with staff, users, tenants, emergency personnel, law enforcement.

Supervises operational activities of users of airport land, property and facilities to ensure compliance with leases, agreements, contracts, airport rules and regulations, codes and ordinances. Direct procurement of operations, maintenance and security items.

Conduct special projects and studies of airport operations and development matters, makes recommendations and prepares written reports.

Provides staff support to the airport advisory commissions.

Develop operational policies / procedures and recommended implantation methods.

Passenger Service Supervisor.

Abu Dhabi International Airport

Abu-Dhabi, UAE

December 2004 – 23rd July 2008

*Passenger Service Assistant. (2004-2006)

Job Purpose:

*smooth Processing of Passengers and their baggage with prime focus on Service aspect.

Key Roles and Responsibilities:

Obtain inbound summaries for all departure flights.

Obtain PTM. PSM, CPM, UCM, LDM for arriving flights.

Scan check –in records at up-line station (where access is available _to obtain the required information.

Perform B&K edits as necessary on the outbound flight after establishing identity of passengers in the DCS.

Obtain print-outs for such passengers for records.

Verify of the Bags are re-scanned after the edits.

Check in counter Macs.

Boarding Passengers in (Remote Bays and aero Bridge Gates).

IMMG. Clearance.

Coordinate with Aircraft Flight dispatchers.

Coordinate with the Ramp Agents using the Knowledge of (Loading all the A/C types).

Handling VIP and Executive Flights.

Public relation activities.

Handling special cases (Stretchers, MEDA, Delay, VIP, and CIP Passengers).

Front Desk Agent.

Al Fahim Group (Golden tulip Dalma Suits Hotel).

Abu Dhabi-UAE

October 2002 - October 2004

* As start with six months training in all areas in the hotel including the back areas (coffee shop, kitchen, casino and the swimming pool outlet). As well all the front areas such as the operator, guest relation and front office staff in the reception.

Key Roles and Responsibilities:

Assist guests in their pre-arrival needs

Block rooms

Prepare arrival amenities

Organise arrival transportation

Check-in

Welcome arrivals

Reconfirm reservation

Establish methods of payment

Cashiering

Provide exchange services

Complete accurate check-outs

Lobby Roaming

Be visible in the lobby and other key hotel areas

Approach guests to offer assistance and recommendations

Assist arrivals and departures as well as restaurant customers

Reservations

Monitor occupancy and be aware of selling strategy

Update, amend and cancel reservations

Manage same-day bookings and walk-in reservations

Rooms Control

Communicate with housekeeping to ensure readiness of rooms

Assign rooms

Participate in up-selling programme

In-Room Dining

Be knowledgeable of the room service menu

Be knowledgeable of wines and cocktails

Operator

Operate the hotel switchboard

Redirect calls as appropriate

Execute all guest requests (wake-up calls, special requests, internet assistance)

Guest Relations

Be an ambassador at the Club Lounge

Be knowledgeable of food and beverage service

Prepare for VIP and group arrivals

be knowledgeable of guest preferences

Guest Services

Provide secretarial assistance at the Business Centre

be knowledgeable of the city and city events

Make bookings for restaurants, golf, etc.

Organise tours, transportation, tickets for events

Orientation

Orient fam-trips, VIP's, fellow associates through all front of house areas

Escort VIP check-ins to their room and provide an orientation of the room features

*Meat and assist the guest starting form handling the reservations in the phone.

*Answering all the guest questions to give them impration that the front office staff is heir to help you.

Facilitate all the guest requirements.

Giving them a background about all the facilities and the outlets in the hotels.

Providing the guest with all the brochures to help them during the period they will stay in the hotel.

Make sure that guest have all the information required about the city directions and all the important places.

Professional Development

Language

Reading

Speaking

Writing

Arabic

Native speaker

English

FLUENT

FLUENT

FLUENT

-Personal Details

Nationality:

Egyptian

Place of Birth:

Alex, Egypt

Date of Birth:

March 23, 1980

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