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
Dubai, United Arab Emirates
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
Dubai
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
Ajman
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
Cairo
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
Cairo
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
Cairo
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
Ability to adapt in different work environments
Multitasking with maximum efficiency
Stress management
Quick decision making based on proper analysis
MS office
Basic digital marketing skills
Basic project management
Leadership and operational management skills
Monitoring
Coaching
Providing feedback
Safety awareness
Cultural Sensitivity
Training and mentoring
VIP services
Reports and documentations
Customer Service
First Aid
Emergency Situations Management
Interpersonal communications
Passenger safety management
Aviation regulations
Professional Appearance
Emergency Response
Airline Operations
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 -