Work experience

**** - *** ******** *****

Customer Service Team Leader

Responsibilities

Handling all the arrival and Departure flights as a Gate Supervisor and Turn Around Model. Ensure that the quality checks, procedures, and processes established by management are strictly followed by staff to minimize operational errors and discrepancies. Coordinate the implementation of procedures aimed at improving productivity and performance of staff, within the operation unit. In liaison with the Non-Air team/ Contact Centre/Airport and other Retail outlets, this also includes the continuous coordination to recommend further enhancement to existing operating systems or future implementation of a new system.

Carrying out security checks before departure to ensure that all safety equipment is serviceable and inspections of the cabin with regards to security. Ensure the smooth operation of the Airport and Corporate. Provides performance feedback from the day of operations, of staff on shift to their respective line managers.

Ensuring all necessary crew and cabin documentation is on board. Ensuring the cabin is ready to receive passengers. Ensuring that all passengers are properly briefed on emergency exits and the location and use of relevant safety and emergency equipment.

Ensuring the cabin is secure before take-off and landing and turbulence, and that cabin secure checks are passed to the flight crew on time manner according to the chain of command. Being assertive and vigilant throughout the flight and reporting to the captain of any situation that endangers safety.

Ensures safety of staff and guides them to work safely by providing support, direction, whilst being a role model for the desired safety behaviors and leading with safety. Having and maintaining a good knowledge with regards to customer care, first aid, safety, security, and general passenger handling.

Carrying out appropriate procedures with regards to first aid or emergencies and reporting accidents and incidents or irregularities to the correct departments. Review of UAE GCAA requirements and Flydubai requirements and procedures. Delegation of duties and responsibilities to specific crew members. The observance of safety requirements and regulations in the passenger cabin. Ensures implementation of work instructions on the day of operations and compliance to established standard operating procedures.

Coach leaders and executives to support performance enhancement, leadership development, and career transitions.

Hatem Elbakry

Day of birth:

Residence:

Phone:

E-mail:

7/4/1985

Ajman

+971*********

adju4a@r.postjobfree.com

Respond to incoming calls, emails, and other messages from customers and give them the right answers and directions.

Give accurate direction and support to team leaders to facilitate the successful completion of the organization’s targets and performance goals.

Logging the queries of customers and employees.

Analysis of call logs in order to discover any underlying issues or trends. Carefully identify problems that might arise from operations with the use of ethical procedures and professional judgment.

Make use of proven business techniques in the identification of lapses and loopholes in the organization’s customer service department and recommend better strategies that will yield better results.

Escalating incidents from Service Desk on a 24 7 basis, provide solutions, and execute the network and security change management related activities. Use expertise to build strong healthy relationships with clients, convince them of all benefits of doing business with the organization, and create an open and accessible communication rout for the free flow of information.

Intimate employees with the rules and regulations of the organization in order to enable them to work in accordance with acceptable standards as this will affect their level of productivity and performance. Liaise with other trainers/training departments to ensure that employees are very knowledgeable about work ethics and the latest trends obtainable in the business market to obtain better results. Serves as a mediator between customers and clients in cases of disputes which may arise in the course of business transactions, and also mediate between employees and employers to ensure that the interests of both parties are dully protected. Maintaining a positive, empathetic, and professional attitude toward customers at all times. Responding promptly to customer inquiries.

Communicating with customers through various channels. Acknowledging and resolving customer complaints.

Knowing our products inside and out so that you can answer questions. Processing orders, forms, applications, and requests. Keeping records of customer interactions, transactions, comments, and complaints. Communicating and coordinating with colleagues as necessary. Providing feedback on the efficiency of the customer service process. Managing a team of junior customer service representatives. Ensure customer satisfaction and provide professional customer support. Serves customers by providing product and service information and resolving product and service problems.

Attracts potential customers by answering product and service questions and suggesting information about other products and services.

Opens customer accounts by recording account information. Maintains customer records by updating account information. 2010 - 2012 Etisalat UAE

Senior Customer Care representative

Responsibilities

2008 - 2010 Vodafone Egypt

Customer Care representative

Responsibilities

Education

2004 - 2008 Cairo University, Accounting & Business Administration Bachelor of Commerce

Certificates and Courses

IQ - EQ

Effective Communication & Emotional Intelligence

BPO

(Soft Skills) (Self Study)

General Accounting

General Accounting by Egyptian Group for Accounting & Auditing. English

English Courses.

ICDL

International computer driving license

Microsoft Office

Microsoft Office by Future Computer Center.

Other skills and abilities

Language proficiency:

expert, interpreting

native speaker

Driver's license: Groups

English

Arabic

A

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