Adham Mounib
Customer service expert
Dubai
Summary
Detail-oriented professional with outstanding communication and project management skills. Demonstrates efficient multitasking abilities in fast-paced environments. Acknowledged for proactive problem-solving and process optimization, while actively contributing to team goals.
Overview
10
10
years of professional experience
1
1
Certification
2
2
Languages
Work History
Cabin Crew Member
Flydubai
06.2023 - Current
- Improved teamwork among crew members by actively participating in debriefings and sharing constructive feedback after each flight.
- Followed company regulations and rules to promote safe environment for travelers and employees.
- Managed challenging situations calmly and professionally.
- Optimized passenger experience by proactively identifying potential issues and offering solutions to enhance comfort and satisfaction.
Senior airport services agent at Dubai airport and Operations team leader
Emirates Airlines
10.2019 - 6 2023
- Check in for departing passengers (including baggage weight and tagging and checking all the documents required to enter their destination country)
- Boarding all passengers to their airplane
- Guiding passengers arriving to the airport
- Ensuring that the passengers experience go smoothly from the moment they enter the airport till they board their airplane
- Observing and reporting any suspicious activities at the airport
- First and business lounge support which guarantees that we deliver the ideal customer experience
- Communicating with all outstations in regards to visa and documents check to give ok-to-board when needed by any of the team members.
Senior Technical Support Representative
Etisalat UAE
07.2018 - 10.2019
- Handling elite and royal family members accounts
- Providing exceptional daily customer service through the phone call interaction
- Solving tickets and complaints
- Providing technical support for both mobile and home services
- Delegated by the team leader to monitor, coach and analyze team members KPIs
Project Manager
Sendian Creations
06.2017 - 07.2018
- Company Overview: A well-known digital marketing agency responsible for preparing and managing marketing campaigns for several clients
- Dealing with various clients
- Arranging several meetings to discuss the required marketing strategies for the project
- Ensuring on-time delivery as agreed with the clients
- A well-known digital marketing agency responsible for preparing and managing marketing campaigns for several clients
Operations team leader
ECCO outsourcing
11.2016 - 06.2017
- Company Overview: A well known outsourcing company that had major accounts like UBER and Mobily
- Managing non-voice accounts and setting proper action plans for all employees
- Driving KPIs and handling operations daily tasks
- Monitoring daily performance and preparing reports for operational feedback
- A well known outsourcing company that had major accounts like UBER and Mobily
Operations Supervisor
Teleperformance Egypt
10.2014 - 11.2016
- Company Overview: A well known multinational global company in the telecommunication field, Teleperformance has branches in different countries like Egypt and UAE
- Monitoring, coaching and leading several business units to provide the best customer service experience ever
- Responsible for managing and driving the team numbers
- Managing and optimizing daily login tasks and providing suitable environment for all CSRs
- Setting several action plans for KPIs consistent improvement
- Developing the skills of the CSRS to be future leaders
- A well known multinational global company in the telecommunication field, Teleperformance has branches in different countries like Egypt and UAE
- Titles in the company: Customer service representative for 1 year, Subject Matter expert for 6 months, Operations Supervisor for 2 years
Education
Computers & Information Technology -
Higher Technological Institute
Cairo,Egypt 05.2001 -
Skills
Consistency
Personal Information
- Age: 30
- Date of Birth: 06/15/94
- Nationality: Egyptian
- Driving License: Valid UAE Driving License
Certification
Advanced digital marketing nanodegree program from UDACITY
Timeline
Cabin Crew Member
Flydubai
06.2023 - Current
Advanced digital marketing nanodegree program from UDACITY
02-2021
Senior airport services agent at Dubai airport and Operations team leader
Emirates Airlines
10.2019 - 6 2023
Senior Technical Support Representative
Etisalat UAE
07.2018 - 10.2019
Project Manager
Sendian Creations
06.2017 - 07.2018
Operations team leader
ECCO outsourcing
11.2016 - 06.2017
Operations Supervisor
Teleperformance Egypt
10.2014 - 11.2016
Computers & Information Technology -
Higher Technological Institute
05.2001 -
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