Profile

A Customer Service, Arabic translation and operation professional who possesses 20 years of experience in airline administration, operations, Arabic translation, Travel, Tourism, sales and customer service. Background includes written translation, customer affairs, airport and ramp operations, as well as quality auditing and procedures formatting. Highly skilled communicator with ability to interact with persons at all levels of the corporation.

Recently relocated to Philippines and have legal residence.

Contact

Phone :

+639*********

Email :

adhube@r.postjobfree.com

Areas Of Expertise

Business – Continuous Improvement,

procedures/ process, Analysis, Feasibility Study, Coordination, Investigating, revenue Mgmt., evaluating, Root Cause Analysis, Manpower Planning, Auditing, Induction, Problem Solving, Multi-Tasking, rostering, Interviewing, Disciplinary procedures,

Management- leading,Customer satisfaction/Project Mgmt., Operational Services, Administration, Organizational,

Results Driven, Prioritizing, Meeting Deadlines, Staff/ Recruitment/ Performance Mgmt., Detail Oriented,

Coaching/ Mentoring, Collaborative, Impact Driven, Remediation Mgmt., Competency Mgmt. System.

Communication - Marketing Communications, Written/ Verbal, Interpersonal, Negotiation, Stakeholder

Mgmt., Liaising, Presentation. Seminars, Conferences.

Youssef Ahmed

Customer Service & Operation Manager & freelance Translator

Experience

15 June 20 - Present

Freelance Customer Service & Operation & Translation Consultant

Analyzes customer service department’s operations and provides recommendations on ways to improve productivity and customer satisfaction levels, using various data such as customer satisfaction reports, surveys and complaint logs.

Develops strategies & Techniques to enhance the customer service department’s effectiveness.

Service quality & customer touchpoints auditing through various ways

Works directly with customers, seeking their feedback, helping to troubleshoot issues and resolve customer dissatisfaction.

Training employees in new processes and strategies to help with process or sales improvement initiatives.

Introducing new processes and creating new standards to enhance the customer service levels.

Work closely with both marketing & sales team to stream line the process and improve service & sales revenue.

Translate all kinds of written Documents from English to Arabic & Vice versa

Provide simultaneous interpretation from English to Arabic & Vice versa

19 Apr 2003– Jun 2020 Emirates Airlines Dubaï / UAE

Passenger Services Duty Manager

Manage the business unit resources on a shift basis to ensure that service levels are delivered as per Emirates standards and ensuring that SOPs are strictly adhered to.

Manage shift staff and their expectations, providing on the job coaching and leadership to operational teams, capturing performance through the Spot Review system and ensuring performance improvement where necessary.

Ensure sufficient resources at all Customer touch points on shift to meet & exceed their expectation.

Develop and maintain excellent relationships and open communication with internal and external departments such as dnata, Dubai Airports, EK Security, Airport Police, Immigration, Embassy, Govt. Protocol Dept. Hotel Authorities, Dubai, Sharjah, Abu Dhabi Airport Authorities.

Investigate all handling discrepancies and customer complaints in timely manner, identify problem areas and course of action required to prevent recurrence of service failures, while liaising and working very closely with the Manager Airport Services.

Liaise closely with all stake holders when experiencing adverse operational situations like adverse weather conditions. Help creating a prompt action plan to control the aforementioned situations; in order to maintain EK standards and ensure cost effectiveness. Lead the EK team to ensure that the affected passengers are dealt with in the most courteous manner.

Take full control in dealing with or directing the various passenger handling activities during unplanned contingencies / disruptions, such as, `flight delays, cancellations of flights, down-grade of aircraft, Departure Control System failure, misconnections, denied boarding, etc. by mobilising resources, evolving prompt plan of action, and delegating discretionary Authorities to Duty Officers / Flight Supervisors, such as but not limited to; provision of hotel accommodation, transportation, transfer of passengers to other airlines, ramp to ramp transfers, upgrades, holding aircraft for transfer loads, etc. This is in order to secure Emirates goodwill, while maintaining a cost-effective operation.

Manage and continuously develop all Check in and boarding products/ services such as Self Service Kiosks, Skywards, check in car park facility, On Time Performance at the gates, excess baggage revenues, short connections, transit product to ensure that the products are fully utilized and customer's expectations are achieved.

Ensures high Level customer service standards are delivered to our VVIP/CIP/IO passengers. Role holder to constantly review the entire service delivery process and its workability with all related stakeholders (Dubai Airports, immigration, chauffer drive, Police, dnata, embassies, hotels, Authorities etc.) in setting up the process.

Review the flights to be handled on shift, and plan (whenever possible) to meet and assist all VVIP's/CIP's/IO members to ensure all protocol is observed in keeping with their status, and all courtesies are extended for swift processing through conventional channels as appropriate.

Education

Emirates Group Leadership Certificate

Emirates aviation College, Dubai, UAE 2018

Bachelor's degree, English Language and Translation

Ain Shams University, Cairo, Egypt, 1999li

e listening and communication

Previous Experience

2000-2003, Kuwait Food CO. ( Americana), Dubai, UAE

Asst. Restaurant Manager

1998-2000, Siti First Nile Cruises, Aswan, Egypt

Tour Guide

1997-1998, Al-Ahram Translation Center, Cairo, Egypt

Translator

Skills

Team coaching and performance improvement

Quality auditing and improvement

Resources planning and management

Customer affairs handling

VIP service Handling

Organizing for Results

On Job training

Procedures & SOP formatting

Project management

Business thinking

Developing talent

Leadership

Problem Solving and Decision Making

MS office applications

communication

Accomplishments

Vision Concept Aviation Institute ( VACATI), Dubai, UAE

Provided comprehensive study for all aspects of operation and service including improving marketing and sales strategies that increased the number of recruited students 50% in 3 months, July to Aug 2020.

Emirates Airlines, Dubai, UAE

Drafting and creating standard operating procedures for remote operation handling departure and arrival flights, currently in use by Emirates airport services, 2011

Project team leader of a team audited all passengers’ airport touch points to analyze root causes of passengers late reporting. This resulted in a lot of work streams to facilitate passengers reporting on time, 2014

Participated in the trial and transfer project of Emirates new A380 concourse, 2013

Participated as operation support team leader in the historical project of terminal 3 opening, 2008

Project team Leader that focused on improvement of boarding experience for passengers, as the outcome provided work streams for enhancing the boarding and delay handling process, 2010

Portfolio & Project Management Essentials Workshop. - Completed training to conduct Internal Audits on health ty, internal environment & internal auditing.

Completed the Lean Six Sigma Yellow belt

Contact this candidate