Overview
Work History
Education
Skills
Timeline
Generic

HICHAM ELARICHE

Customer Service Supervisor /
Dubai, Abu Dhabi,UAE

Overview

5
5
years of post-secondary education
12
12
years of professional experience

Work History

Customer Service Supervisor / Team Leader

Etihad Airways
Abudhabi, abudhabi
06.2016 - 11.2021
  • Duty Operation Supervisor, Airport operations Etihad Airways, Abu Dhabi – UAE Area of Expertise.
  • Responsible for managing the allocated resources (both staff and equipment) for the accurate processing, storage and dispatch of both inbound and outbound baggage, Cargo, Mail, Courier.
  • Direct Supervising several staff, observing their performance.
  • Deliver an outstanding customer service experience for all our guests travelling through Abu Dhabi Airport.
  • Check-in Passengers and Baggage at Abu Dhabi Airport using manual and computer systems, in accordance with airline procedures, and in compliance with IATA and GCAA Directives.
  • Procedure of boarding on the flight at Abu Dhabi Airport, ensuring the company’s policies are maintained and followed according to aviation security, customer service and airline industry standards.
  • Verifying Travel document and ensure each guest has the right documents.
  • Acting duty manager on shift in case of absence of DOM.
  • Providing required service in case of misconnection, overbooked flight, denied boarding due to any causes at transfer desk and check-in counter.
  • Training the newly joined staff during boarding and check-in for a flight.
  • Customer service.
  • Complaint resolution.
  • Customer retention.
  • Product knowledge.
  • Telephone manner.
  • Administrative duties.
  • IT skills.

Call Center Customer Service Representative

Etihad Airways
abudhabi, abudhabi
09.2014 - 04.2016
  • Tracked and analysed sales and customer trends in order to maximize sales and revenue while minimizing expenses in all 3 locations.
  • Grew sales by 25% through implementing an endless aisle.
  • Introduced mobile payments and mobile shopping that increased sales by 30%.
  • Prepared daily work schedules for and assigned tasks to 30+ employees, scheduled deliveries, and enforced company policy.
  • Implemented system of mystery shoppers whose feedback lead to a 20% increase in satisfaction among both customers and employees.

Call Center Agent

TOTAL CALL
Casablanca
06.2013 - 01.2014
  • AKSAL group –Casablanca Morocco, Responsible for serving customers on the floor.
  • Serving customers at the sales counter.
  • Department Manager in maintaining inventories and placing product orders to ensure effective stock management and availability of products.
  • Assist in the preparation of the staff schedule in order to ensure that the Shop.
  • Responsible for the daily management of the till in the absence of the senior members.
  • Handling customer complaints in a calm manner.
  • Reliable and consistent.
  • Flexible attitude.
  • Communication skills.

Assistant store manager

AKSAL Group
Casablanca
05.2011 - 06.2013
  • Galleries La Fayette – AKSAL group –Casablanca Morocco, Responsible for the below brands Armani Jeans – La Martina – Givenchy – ST Dupont.
  • Arrange the products in a striking manner at eye level to attract customer's attention.
  • Inform the customers about the arrival of products in case of non – availability.
  • Deal with customer's problems and grievances and provide timely solutions.
  • Preparing the market list for the given budget.

Sales Advisor

12.2010 - 04.2011
  • ALDO –NESK group –Casablanca Morocco, Responsible for selling and marketing of products.
  • Treat the customers and approach them, in addition to this give them high level of customer service.

Graphic Designer

IMAN Media advertising
08.2009 - 04.2011
  • Responsible for web site Responsible for creating design solutions that have a high visual impact Create designs, concepts, and sample layouts based on knowledge of layout principles and esthetic design concepts.

Education

MASTER - MARKETING

Toulouse Business School
01.2010 - 01.2011

DIPOLMA OF GRAPHIC DESIGN - undefined

01.2007 - 01.2009

Baccalaureate Diploma Sciences - DIPOLMA OF GRAPHIC DESIGN

Mohamed 6 high school
01.2005 - 01.2007

Skills

ALTEA AMADEUSundefined

Timeline

Customer Service Supervisor / Team Leader

Etihad Airways
06.2016 - 11.2021

Call Center Customer Service Representative

Etihad Airways
09.2014 - 04.2016

Call Center Agent

TOTAL CALL
06.2013 - 01.2014

Assistant store manager

AKSAL Group
05.2011 - 06.2013

Sales Advisor

12.2010 - 04.2011

MASTER - MARKETING

Toulouse Business School
01.2010 - 01.2011

Graphic Designer

IMAN Media advertising
08.2009 - 04.2011

DIPOLMA OF GRAPHIC DESIGN - undefined

01.2007 - 01.2009

Baccalaureate Diploma Sciences - DIPOLMA OF GRAPHIC DESIGN

Mohamed 6 high school
01.2005 - 01.2007

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HICHAM ELARICHECustomer Service Supervisor /