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Customer Service Safety,, flight attendant

Dubai, Emirate of Dubai, United Arab Emirates
May 11, 2020

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Mervan Mahmoud

Mobile No. +971********* Email:

Nationality: Egyptian Date of Birth: 20th September 1967 Visa Status: Residence

Languages: English / Arabic



Highly talented and skilled CUSTOMER SERVICE MANGEMENT PROFESSIONAL with over 29 years of progressive experience.

Leads by example, motivating united team and achieving high performance level with strong organizational skills, and the ability to work effectively under pressure and stress.

Resourceful and articulate; results-oriented with high standards of job performance. Recognized for consistently projecting a polished and professional demeanour whilst maintaining easy going friendly disposition.

Able to apply a logical common sense approach to problem solving. Strong team working, communication, leadership, public relations, interpersonal and multi-tasking skills. Exceed performance goals and customer service requirements. Known for ability to defuse potentially volatile situations. CORE COMPETENCIES


Emirates Airline NOV-1990 TO DATE


Provide leadership and direction to a team of 3 for ensuring highest standards of safety and security requirements are met and observed at all time by all the crewmembers.

Responsible for the First Class Service (time, product) to deliver a world class customer service on board that meet and exceed customer expectations, in order to create customer loyalty so that Emirates Airline becomes first choice of travel by passengers.

Provide feedback to the IFS Management on all operational matters, product standards, performance of suppliers and service providers – catering, cleaning, traffic, engineering, ground handling etc.

Display exemplary behavior to maintain a safe work environment and be a role model for the team.

Deliver the highest standard of quality service to customer.

Support, guide and coach team members to be caring, warm and courteous to all passengers regardless of class, nationality, culture, race or creed so that customers are treated equally without discrimination.

Ensure passengers with special needs and or expectations Members receive special care and attention as per Emirates Airline Services specially designed for them.

Maintain a clean environment throughout the flight. Understand and implement the IFS Quality Policy.

Provide on the job training to crew under direct supervision ensure they are competent in operation.

Licensed to operate the following Aircrafts: Jet star/MD, Air Bus 300 & 310 and 330 & 340, A380, Bowing: 707, 727, 747 and 777, along with equipment and safety procedures pertinent to each particular aircraft. Dubai Airwing 1995 – 1997


To deliver a high standard of customer service and safety onboard all Dubai Airwing aircrafts contributing to consistent service excellence Skills, Experiences and Qualifications provided the Royal Family of Dubai.

Performs Safety/ Emergency checks before every flight, boarding/ farewell of passengers.

Fly on the VIP Fleet & provide VIP travel experience to our Royal Family of Dubai. ZAS Airlines 1988 – 1990


Performs Safety/ Emergency checks before every flight, boarding/ farewell of passengers.

Fly on the VIP Fleet & provide VIP travel experience to our customers.

- People and Service Oriented

- Precision and Detail Oriented

- Passenger Handling

- Team Building & Leadership

- Enthusiasm Creator

- Customer Service Management Planning & Organizing Passenger Handling

- Promote Service / Increase Revenue Enthusiasm


- Customer Needs Assessment

- Corporate Identify / Reputation Management

Mervan Mahmoud Page-2


Bachelor of Sociology from the Faculty of Arts, Ain Shams University, Cairo, Egypt.

Certificate from American University of Basic Travel TRAINING PROGRAMS

“We Are Going Places” Workshop (JAN 1993)

“Working Together For Tomorrow” Workshop (MAY 1994)

“The New Challenge” Workshop (OCT 1995)


Proficient in the use of: MS-Office - (Word/Excel/Access/PowerPoint) / Emailing & Internet. Outlook Express. SKILLS

Flexible and enthusiastic. Self reliant, independent, yet able to work in a team.

Warm, friendly, caring personality. Able to communicate effectively.

Calm and efficient under pressure. Professional and organised approach to work.

Accustomed to working shifts and long hours. Well equipped to manage any emergency situation and minor medical problems.

Excellent P.A. announcements.

Well-spoken, broad general knowledge.


Customer Relationship Management and Professionalism – Delivering high standards of customer service with the aim of exceeding expectations has always been at the core of my profession. Pro-activeness and openness towards feedback, identifying strengths and weakness are critical to delivering high levels of professionalism and service, including dispute management.

Communication and Cultural understanding - An experienced communicator, having worked with colleagues and customers at all levels from varied backgrounds, I hold the necessary skills to engage professionally and positively. With such a high exposure to different cultures, sensitivity and clear verbal as well as written communication is critical.

Planning and Organisation - In a fast moving environment, where the unexpected often occurs, good organisation and lateral thinking are required, as is planning. Time management and people management skills are crucial to the success of every flight, particularly for short durations.

Represents the organization at various community & business meetings; promotes existing & new programs & polices.

REFERENCES: Available upon request

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