Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Personal Information
Languages
Certification
References
Work Availability
Websites
Timeline
Heba Mohamed Adel

Heba Mohamed Adel

Dubai

Summary

Accomplished professional with a solid history of success in manufacturing. Demonstrated ability to exceed performance goals through effective strategic planning and execution. Leadership capabilities enhance team motivation and drive results.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Travel Coordinator - Travel & Quality Assurance

The First Group
Dubai
03.2023 - Current
  • Roadshow Booking - booking of meeting venues, accommodation, transfer, visas, staff travel etc.
  • CRM roadshow cost updates and releasing the roadshow booking summaries.
  • Preparing daily, weekly and monthly reports + PRs and vendor invoices.
  • Supporting the Travel team in Travel and QA tasks.
  • Liaise with different departments such as Finance, Sales, DTS, and Marketing.
  • Coordinated travel arrangements for corporate clients, including flights, hotels, and transportation, to meet their specific needs.
  • Generate direct office tours for TFG hotel investment and Aria vacation ownership.
  • Maintain in-depth knowledge of local attractions, landmarks, and cultural experiences to provide accurate information and suggestions to guests.
  • Address and resolve guest concerns, questions, or issues related to tours, excursions, or any other service promptly and professionally.
  • Build and maintain strong relationships with clients to encourage repeat business and referrals.
  • Maintaining a positive and professional attitude in all customer interactions.

Operations Supervisor

Magenta Investments LLC
Dubai
12.2021 - 11.2022
  • This role is to oversee all activities in the center regarding customer service, to ensure customer satisfaction.
  • Provides oversight, leadership and guidance to employees, customers and all visitors.
  • Oversees consumable stock levels in the center.
  • Lead overall effectiveness of the center and streamlines operational requirements.
  • Ensures compliance with all center guidelines as per MOH protocols and standards.
  • Drafts and executes customer flow throughout the operational hours to utilize best practices and maximize customer satisfaction.
  • Manage through put of the center on basis of daily volume and future forecast.
  • Responsible for managing and controlling center overheads and expenses.
  • Point of contact for collaboration and coordination with third party vendors/government authorities.
  • Resolves and document customer complaints and escalate to relevant authorities, if needed.
  • Produce daily reports on vaccinations given.
  • Assumes responsibly for own professional growth identifying those areas of clinical knowledge and skills that need further development.
  • Continuously seeks ways to improve.
  • Serves as In-Charge and provides guidance to all staff within the center.
  • Organize training and induction programs as and when required.
  • Meet with the team on a regular basis - at least twice a month.

Senior customer service and sales

Emirates Airlines
Dubai
06.2014 - 08.2020
  • Provide high-quality service to passengers at ticket counters, check-in areas, boarding gates, and lounges.
  • Assist customers with ticketing, reservations, rebooking, and general inquiries.
  • Handle complaints or issues promptly and professionally, escalating complex matters when necessary.
  • Ensure customer interactions reflect Emirates' premium service standards.
  • Provide information about flight schedules, delays, cancellations, and other travel-related concerns.
  • Sell Emirates tickets, upgrades (e.g., from Economy to Business Class), and ancillary services (extra baggage, seat selection, lounge access, etc.).
  • Promote special offers, loyalty programs, and other sales campaigns to increase revenue.
  • Meet or exceed individual and team sales targets.
  • Mentor and support junior staff and new team members.
  • Oversee check-in and boarding procedures to ensure smooth operations.
  • Assist in shift planning and task allocation when required.
  • Ensure compliance with Emiratesʼ policies, procedures, and local regulations.
  • Use airline reservation and departure control systems (like Amadeus, Altea, or similar).
  • Prepare daily reports on sales, customer feedback, and operational issues.
  • Ensure accuracy of travel documents, visas, and regulatory requirements.
  • Manage situations involving delayed, cancelled, or diverted flights.
  • Support customers with rebooking, accommodation, and meal arrangements when needed.
  • Coordinate with ground handling agents, airport authorities, and Emirates operational teams.

Technical Support / Email Queue

Teleperformance - Nokia Middle East
Cairo
04.2012 - 03.2013
  • Interact with customers on a variety of channels such as phone, email, and social media.
  • Proactively handle any arising issues and troubleshoot.
  • Ensure that all the customers' concerns being dealt with immediately in an efficient manner.
  • Helped customers set up new systems, applications and software.
  • Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.

Travel Adviser

Teleperformance - Expedia.ca
Cairo
10.2010 - 03.2012
  • Working on Sabre ticketing system for all flights exchanges, schedule changes, and cancellation.
  • Ensuring all bookings & reservations are processed accurately.
  • Book domestic and international air travel, hotels, rail and packages.
  • Ensuring travel vouchers & promotional literature are displayed prominently.
  • Complying with all relevant laws and travel business legislation.
  • Up selling relevant add-ons, like, insurance & excursions.

Education

BA - English Language & Education

Zagazig University, Egypt
07.2003

Skills

  • Customer service excellence
  • Team management
  • Microsoft Office proficiency
  • Technical skills
  • Organizational skills
  • Problem-solving
  • Negotiation
  • Confidentiality and privacy
  • Effective communication
  • Collaboration
  • IATA regulations
  • Aviation industry knowledge
  • Payment card security
  • Client data protection
  • Global contact center operations
  • Interpersonal skills
  • Fares and ticketing expertise
  • Strategic marketing

Hobbies and Interests

  • Traveling
  • Photography
  • Swimming
  • Handcrafts
  • Fishing

Personal Information

Driving License: Yes - UAE

Languages

Arabic
First Language
English
Proficient (C2)
C2

Certification

  • Customer service and effective communication skills, Emirates Group – September 2019
  • Explore IATA areas, Emirates Group ‑ August 2014
  • Civil Aviation, Emirates Group ‑ August 2014
  • Protecting payment card information and client data privacy (frontline staff), Emirates Group ‑ July 2014
  • Global contact center – procedures and soft skills, Emirates Group, June 2014
  • Professional Diploma in Fares and Ticketing, Amadeus, Egypt Air, May 2013
  • Scholarship for Call Centre, Egyptian Ministry of Communications and Information Technology ‑ October 2009
  • Strategic marketing, the Canadian Training Centre of Human Development ‑ March 2009

References

References available upon request.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Websites

Timeline

Travel Coordinator - Travel & Quality Assurance - The First Group
03.2023 - Current
Operations Supervisor - Magenta Investments LLC
12.2021 - 11.2022
Senior customer service and sales - Emirates Airlines
06.2014 - 08.2020
Technical Support / Email Queue - Teleperformance - Nokia Middle East
04.2012 - 03.2013
Travel Adviser - Teleperformance - Expedia.ca
10.2010 - 03.2012
Zagazig University - BA, English Language & Education

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Heba Mohamed Adel