AHMED HASSAN MOHAMED ALI
Dubai,United Arab Emirates
Summary
About Me + 7 years of experience in aviation, understanding its products and procedures with precision. Strongly present the airline externally and internally in a positive light. +7 years of experience in customer service, consistently meeting and exceeding productivity goals. Professional competencies Strong (Arabic/ English) written and verbal communication skills along with active listening. Ability to multi-task, set priorities, and manage time effectively. People oriented with attention to detail and a positive attitude. Has good knowledge of social media and website E-commerce
Overview
9
9
years of professional experience
Work history
Digital Content Manager
ADNEC Group, Etihad Holidays
Dubai , UAE
05.2022 - Current
- Etihad Holidays website content update (Product cards & Images)
- Work closely with the marketing team to make sure we run the best marketing campaigns on time
- Analyze and send daily sales reports for higher management
- Developed Etihad Holidays E-Commerce sales and marketing strategy for each point of sale to ensure EY meets their e-Commerce KPIs and revenue targets
- Build a new email channel to target the company guests with our latest offers
- Marketing and sales skills to be able to define customer needs, identify the key individuals within the customer companies and promote our technology offerings convincingly to influence the decision-makers in our favor
- Used content management systems for website traffic and user engagement metrics analyses.
- Provided editorial, creative and technical support to team members to enhance brand vision.
- Monitored and managed the performance of the team using metrics software.
- Scheduled meetings with the team to brainstorm and develop new ideas.
- Wrote and edited content, publishing finished products using WordPress.
Customer Experience Supervisor
Expo2020,Dubai-UAE Pavilion-Transguard Group
, UAE
12.2021 - 05.2022
- Communicating with upper management to develop strategic operations goals
- Organizing the Guest flow & making sure that the queue is organized
- Providing a workplace setting that is conducive to productive work
- Brief the staff daily about the new changes in the operation in the daily meeting to provide the best Guest experience and flow for the UAE pavilion
- Deal with the protocol team when they have VVIP guests to also maintain the best operation flow.
- Supported smooth workflow by helping staff across multiple areas.
- Built public relations strategies for broadened advertising scope.
- Organized marketing plans and programs to best support business growth and development.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Coached and trained team members to increase productivity and growth.
Guest service supervisor
Emirates Group & Etihad Airways
12.2018 - 11.2021
- Resolve customer complaints by investigating problems, developing solutions, preparing reports, and making recommendations to management
- Manage systems team working on various booking engine tools required to maintain the existing platform and support revenue generation (B2C/B2B Online promotion)
- Collected and verified employee timesheets and reported data to payroll.
- Implemented personal development programs to enhance staff capabilities and satisfaction.
- Advised management of customer service trends, creating proactive strategies to maintain best practices.
- Monitored business and process metrics to measure and manage customer service effectiveness.
- Implemented customer complaint response strategies, providing rapid and effective follow-up to ensure customer satisfaction.
- Took ownership of escalated customer issues and followed through to resolution.
- Exceeded performance targets by 20% through effective reviewing of resources and workload.
Customer Service Representative
Etihad Airways
Abu Dhabi , UAE
03.2016 - 11.2018
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Assisted customers with varying questions using product knowledge and service expertise.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Maintained excellent working relations with numerous external clients, providing timely quotes and shipping information.
- Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
- Handled phone, email, and social media inquiries with consistent customer service across multiple channels.
- Boosted monthly sales revenue by skilfully promoting diverse product and service options.
- Processed high-value payments with meticulous accuracy.
- Upsold new products and accessories to customers, capturing significant increases in add-on sales.
Public Relations Officer
Etihad Airways -TT international Service's
Dubai, UAE
01.2014 - 01.2016
- Process Visa applications for Etihad Airways guests and employees
- Recorded accurate passenger information to eliminate ticketing errors
- Resolved complaints, cancellations, and refunds with mutually beneficial solutions.
- Advised customers on specific visa and passport requirements.
- Verified customer passports and documentation to travel.
- Recorded accurate passenger information to eliminate ticketing errors.
- Onboarded new clients through targeted and effective initial consultations.
- Represented refugees and beneficiaries of humanitarian protection in an empathetic manner.
- Engaged multicultural clients with a deep understanding of diverse needs.
Education
Bachelor's Degree - Accounting
Cairo University
Skills
- Multi-media content creation
- Competitive benchmarking
- Creative idea generation
- Strategic content scheduling
- HTML coding
- Content editing
- Google Analytics
- MailChimp
Additional Information
- UAE Driving License: , Valid residence visa: Valid (in Abud Dhabi, )
Languages
English
Native language
Arabic
Master or proficient
C2
English
Master or proficient
C2
Timeline
Digital Content Manager
ADNEC Group, Etihad Holidays
05.2022 - Current
Customer Experience Supervisor
Expo2020,Dubai-UAE Pavilion-Transguard Group
12.2021 - 05.2022
Guest service supervisor
Emirates Group & Etihad Airways
12.2018 - 11.2021
Customer Service Representative
Etihad Airways
03.2016 - 11.2018
Public Relations Officer
Etihad Airways -TT international Service's
01.2014 - 01.2016
Bachelor's Degree - Accounting
Cairo University
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