Customer service agent

Ayman Salama

E-Mail: **********@*****.***

Cellular: 682-***-****

Seeking a challenging position within a progressive organization where my background and my experience as well as my personal skills are used efficiently and developed.

PROFESSIONAL SYNOPSIS

A dynamic professional with over 25years of rich experience, in Accounting, Personnel,Banking, customer service & Consumer protection, besides administration & computer skills.

Possess strong interpersonal, communication and analytical skills with demonstrated abilities in training & development, team management and customer relationship management.

Creating & sustaining a dynamic environment that fosters development opportunities & motivates high performance amongst team members.

Managerial Skills:

Expert presenter, negotiator with strong business acumen.

Excellent communication and people management skills honed through managing multi skilled teams.

Well-disciplined with proven ability to manage multiple assignments efficiently under extreme pressure while meeting tight deadline schedules.

EDUCATION

Bachelor degree from Ain shams university faculty of commerce (major business administration

St. George School, Cairo, Egypt (From Kindergarten to Secondary school)

COURSES

Cost of service for electric companies.

Feasibility studies and financial analysis techniques.

Time value of money and interest.

Rate of return methods & break-even point analysis.

Financial planning model for electricity regulatory agency.

Evaluating & monitoring the new projects.

Benchmarking for electricity markets.

Governmental accounting system.

Computer Windows – Internet

Oracle Build queries reports).

Arbitration and Mediation legal course in Cairo University.

Leadership positions at the Center for Leadership Development in Organization and Management

Dallas Fort Worth International Airport (Aviation) : AOA Awareness

Dallas Fort Worth International Airport (Aviation) : SIDA

flight services LMS

Customer service handler

Customer management.

WORK EXPERIENCE

Customer service agent

DFW international airport world wide flight services Qatar airways)

June 26 until now

The Role

performs all aspects of airport and passenger service functions including: checking baggage, collection of excess baggage charges, providing passengers with general travel information; meets aircraft at gate or loading area, performs duties in the departure lounges or at boarding gates when enplaning and deplaning passengers, checks passenger ticket for validity and lifts appropriate coupon, completes all necessary arrangements for accommodating passengers holding reservations, standbys and their luggage, determines flight close-out time and prepares, completes and checks various flight forms for accuracy, invalidates tickets and completes post-departure procedures

Security officer Gradaworld security services

November2021 until june 2022

The Role

security officer fire watch at Hilton hotel

security officer vehicle patrol Jack Cooper transportation

Secure the facility outside and inside

Parking lot patrol and traffic control in peak times

Checking all the facility doors inside and outside

Security officer (Allied universal) in Amazon DFW7

August 2021 untill November 2021

The Role

Screening the associates and employees

Secure the facility outside and inside

Parking lot patrol and traffic control in peak times

Print out the badges for the associates

Helping the HR department regarding the associate's rules and regulations

Helping the E-learning regarding the new hires

Checking all the facility doors inside and outside

Working side by side with LP in order to apply the company policy

Self-employed

August 2020 till now

Working as general manager for vending company

The Role

Buy and sell snack vending machines

Buy and sell drink vending machines

Buy and sell snack boxes

Buy and lolipop boxes

Prepare all kind of the charity contacts

Monitoring the cash deposit of every client separately on weekly basis

Monitoring the the company cash flow

Monitoring the quality of service standards for benefits of customers

Following up the payment transactions

Following up all payment transactions.

Prepare bank’s reconciliation.

Handle all other accounting matters.

Prepares financial statements

Controlling the movement of warehouse

March 2020 till July 2020

Amazon DFW7

fulfilment center

January 2020 till March 2020

Defense tex security company

Title security officer

January 2002 till 2020

Egyptian electric utility and consumer protection regulatory agency "EGYPTERA" Consumer protection department supervisor.

Consumer protection department manager

General Manager of Consumer protection sector

The Role

Reviewing the new contracts between the customers and electric companies.

Reviewing customers’ complaints.

Preparing all required reports about service performance for the electric companies present to the board of directors,.. presidency minster of electricity on monthly bases.

Protect consumers from abuse by utilities (public and private) according to the rules and regulations.

Present quarter report, half and annual reports regarding the consumers issues to the board of director.

Following up the Surveys to measure the consumer satisfaction and awareness.

Reviewing the Brochures about the agency, and the division flyer for energy efficiency, bills explanation.

Participation in Set obligatory rules and regulations on electricity theft and violation of contract terms and conditions.

Participation on phone through radio programs to answer consumer questions

.

The Highlights

Monitoring the Technical workshops for own staff.

Monitoring the quality of service standards for benefits of customers

Investing consumer complains to ensure protection of their interests and settlements of any disputes that may arise among the parties involved in the activity.

Following up the Training program for some representatives from the licensed distribution companies whom dealing with consumers.

September 2000 Till December2001.

Personal and warehouse manager (assistant accounting manager)

Berlitz Education center

The Role

Following up the payment transactions.

Prepare the monthly payroll on peach tree.

Prepare the training courses for all the staff out & inside the company.

Following up staff loans on monthly & yearly bases according to internal procedures.

Prepare the deduction & bonus plus the annual raises.

Controlling the movement of warehouse.

Prepare the costing operation for goods.

Participate the accounting department in carrying out the annual budget.

Determine all company needs from newcomers according to the budget.

The Highlights

Monitoring the cash flow for all departments.

Monitoring the budget for every department separately.

Monitoring the attendance of staff for all branches.

April 1999 till August 2000.

Personal manager and assistant accounting manager

Egy stars company

The Role

Prepare the monthly payroll.

Prepare the training courses for all the staff out & inside the company.

Following up staff loans on monthly & yearly bases according to internal procedures.

Monitoring the attendance of staff for all branches.

Prepare the deduction & bonus plus the annual raises.

Participate the accounting department in carrying out the annual budget.

Determine all company needs from newcomers according to the budget.

The Highlights

Monitoring the cash flow for all departments.

Monitoring the budget for every department separately.

August 1997 till March 1999

Trade services department (Import / Export, LC’s, LG’s)

Cairo Barclays Bank

The Role

Process the issuance of import documentary credit.

Process the collections for documentary credit & non-documentary credits.

Process exports documentary credits as well as negotiations.

Process the issuance of letters of Gtee’s, amendment & cancellation.

Preparation of any wire transfers, swift messages and telex’s related to the above.

Preparation of all required reports to central bank of Egypt and ministry of Economy

Related to trade services.

March 1997 till July 1997

Credit officer (credit department)

Delta International Bank

The Role

Developing, controlling the facilities granted and accounts allocated, marketing new Accounts.

Following up accounts daily operations and operating and reporting to Credit manager.

To structure effective financial packages which give the bank the edge over competitors.

Follow up the loan repayments & provide close attention to criticized loans.

September 1996 till February 1997

account receivable

Cadbury Egypt

The Role

Following the movements of all the accounts receivable.

Monitoring the cash deposit of every client separately on saap (accounting system).

Provide the promotions for all customers according to company offers.

Participate the sales department to reach target on monthly bases.

Review manually and on computer system (saap) all the customers invoices daily.

Preparation of all required reports to sales and accounting departments.

November 1995 till August 1996

Accountant

Al-kan pharma

The Role

Following up all payment transactions.

Prepare bank’s reconciliation.

Handle all other accounting matters.

Prepares financial statements.

Language

Arabic: Mother tongue

English: Very Good

French: very Fair

Computer skills

Excellent Command of

Windows : 98,X-P,Vista, 10, millennium

Office : Excel, word, power point

Access

Lotus notes

Internet Explorer

Saap ; Accounting program

Peach Tree : Accounting program

Oracle : Build queries reports

Jupiter : Accounting & personnel program

Electronic Complaint program : Customer relationship management CRM

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