Abdulrahman Jama Haji Ali
Dubai,UAE
Summary
Highly skilled professional with supervisory decision-making, and effective communication. Demonstrates strong interpersonal abilities, adaptability to both independent and team-oriented environments, and a proven capacity to perform under pressure. Self-motivated with a fast learning capacity, committed to delivering excellence in all tasks undertaken.
Overview
17
17
years of professional experience
Work history
Crew Scheduling and Planning Officer
Emirates Airline
Dubai
04.2020 - Current
- Manage flight and cabin crew rosters to support the day-to-day operation.
- Ensure all rosters are planned as per the GCAA regulations and company rules.
- Manage open time, standby allocations and generate reports to analyse resource allocation and utilization to ensure the most optimal use of resources is planned.
- Coordinate with the SkyCargo team for freighter flights planning, including rescheduling, rerouting and cancellations, while ensuring resource availability and regulatory compliance.
- Support the pre-ops logistics team in planning and issuing deadhead tickets for all crew using Emirates and other airline services if needed.
- Manage the planning of flight crew monthly rosters, manual pre-assignments and changes to rosters follow the policy and guidelines of Emirates operations.
- Coordinate with departments such as crew management and training planning to identify and accommodate special requirements and operational changes affecting flight crew.
Contact Center Team Leader
Emirates Airline
Dubai, UAE
09.2013 - 03.2020
- Coach, develop and motivate a team of Passenger Sales and Services Agents and Senior Passenger Sales and Services Agent to achieve individual and contact centre targets and objectives.
- Manage the day to day operations of the team and ensure that all customers are provided with excellent customer service.
- Ensure that sales policies and contact centre procedures including the use of reservations sales systems are clearly understood, applied and adhered to by the team. Conduct regular team briefings to ensure that the team is aware of new products, policies and procedures as and when they are introduced.
- Ensure that team and individual agent performance is at the required standard and maximize the productivity of each individual member.
- Conduct regular performance management reviews ensuring that objectives and development plans are clearly set out and provide regular feedback to team members and management.
- Ensure that all customer complaints received are objectively investigated and liaise with team members and management to recommend remedial/corrective action.
- Provide necessary on job instructions and training to staff and regularly conduct briefings to update the team on necessary operational changes.
Customer Sales and Service Agent
Emirates Airlines
Dubai, UAE
03.2008 - 09.2013
- Ensure the highest standard of customer service is provided to Emirates customers and sell related products.
- Issue Emirates tickets to customers ensuring that all necessary airline rules and regulations are incorporated and that the customer request is met in order to provide them with excellent service.
- Highlight to customers the legal requirements covering their journey such as passport, visa & health requirements and other details such as check-in place and time.
- Actively enhance Emirates revenue earnings by providing options on all products and services such as Skywards membership, DBB, Dubai stopovers, hotel bookings and upgraded fares.
Education
Certificate of Higher Education - Travel & Tourism Certification – IATA foundation course
Al Zaabi Institute
Abu Dhabi06.2006
A-Levels - Secondary
Tunb Secondary School
Ras al-Khaimah, Imarat Ra's al Khaymah07.1999
Skills
- Computer skill: literate in Ms Word, PowerPoint and detailed internet searching
- Communication skills
- Interpersonal skills
- Ability to work in both independent and team environments
- Self-motivated and a fast learner, and able to work under pressure
- Supervisory skill and decision making
- Advanced writing skill
Accomplishments
- Supervised team of 16 staff members.
- Achieved Leadership Award for Retail offices and contact centers at Emirates Airline.
- Achieved the best Team Leader at Emirates Airline.
Languages
Arabic, Somali
Native language
English
Advanced
Timeline
Crew Scheduling and Planning Officer
Emirates Airline
04.2020 - Current
Contact Center Team Leader
Emirates Airline
09.2013 - 03.2020
Customer Sales and Service Agent
Emirates Airlines
03.2008 - 09.2013
Certificate of Higher Education - Travel & Tourism Certification – IATA foundation course
Al Zaabi Institute
A-Levels - Secondary
Tunb Secondary School
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