Mohamed Elabbadi
Dubai,UAE
Summary
Detail-orientated Customer Service Executive adept at making critical decisions, managing deadlines . With expertise in analysis and quantitative problem-solving skills, dedicated to company growth and improvements.
Overview
17
17
years of professional experience
1
1
year of post-secondary education
Work history
Marhaba Service Agent
Dnata
Dubai, UAE
11.2021 - Current
- Friendly and with pleasure meet and assist the customers through all formalities with ability to go to the extra mile to fulfil their requests.
- Refer and escalate to the related seniors or officers in the very confusing situations.
- Employ knowledge of latest company policies, escalate critical issues and monitor queries in line with best practices.
- Facilitate seamless check-ins through meticulous attention to detail and accuracy in document verification.
- Verify visa documentation to comply with international travel regulations.
- Establish warm and friendly rapport whilst interacting with customers in person or via phone.
- Handle complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
- Followed scripts and processes to uphold brand standards and upsell various products.
- Maintain excellent team relationships by helping colleagues during complicated or difficult situations.
- Provide excellent customer support and guidance while dealing with complex complaints, offering an empathetic approach to maintain loyal customer relationships.
Shift team leader
Dubai Airports
Dubai, UAE
07.2017 - 05.2020
- Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets.
- Prepare daily/alternate roster arrangements for special events, alternate service patterns and emergency and degraded operations as per operational and maintenance requirement.
- Developed open and professional relationships with team members to facilitate effective issue resolution.
- Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
- Liaise with various stake holders whilst facilitating all the means for better day to day operation and to seek the highest customer satisfaction.
- Planned employee workloads and delegated tasks strategically to meet seasonal fluctuations in demand.
- Tactfully handled complaints from staff, management and clients using excellent problem-solving and dispute resolution skills.
- Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately.
- Evaluated team performance and provided constructive feedback to improve daily goal achievement.
- Advised senior management on facilities needs and delivered ongoing operational support.
- Recommend improvements to provide a productive and efficient service within the whole project.
- Prepared statements detailing operational detail and key performance indicators.
Customer Service Team Leader
Dubai Airports
01.2016 - 07.2017
- Resolved customer questions, issues and complaints efficiently to reach mutually beneficial solutions.
- Coached staff on operating procedures to maintain quality services.
- Communicated regularly with team members to maintain clearly defined expectations.
- Managed department schedules to maximise coverage during peak hours.
Customer Service Assistant
Dubai Airports
DUBAI
10.2014 - 01.2016
Lawyer/ Paralegal
Ahmed Abou Elmatter Legal consultancies
Al Mansurah , Egypt
05.2008 - 06.2015
Hotel Telephone Operator
AMC AZUR Resort
Hurghada , Egypt
09.2013 - 09.2014
Education
Fly Dubai Check-in& Flight control System - Aviation
Flydubai
Dubai, UAE 09.2024 - 09.2024
ÖSD German B2 - Langauge
Eton Institute
Dubai 09.2019 - 11.2019
B1 German course - Language
Goethe Institute Dubai
Dubai, UAE 09.2016 - 11.2016
Aviation 102 - Aviation
Dubai Airports
09.2014 - 09.2014
IELTS preparation course - Language
British Council
10.2012 - 12.2012
Bachelor of Law - Laws
Al Mansurah University
05.2006 - 05.2006
Skills
- Professional decision-making
- Client counselling and mentoring
- Talent scouting
- check-in Agent
- KPI setting and management
- Microsoft Office
- Leadership skills
- Creativity
- Work under pressure
- Conflict resolution
Languages
Arabic
Native language
German
Upper intermediate (B2)
English
Proficient (C2)
Arabic
Native
Timeline
Fly Dubai Check-in& Flight control System - Aviation
Flydubai
09.2024 - 09.2024
Marhaba Service Agent
Dnata
11.2021 - Current
ÖSD German B2 - Langauge
Eton Institute
09.2019 - 11.2019
Shift team leader
Dubai Airports
07.2017 - 05.2020
B1 German course - Language
Goethe Institute Dubai
09.2016 - 11.2016
Customer Service Team Leader
Dubai Airports
01.2016 - 07.2017
Customer Service Assistant
Dubai Airports
10.2014 - 01.2016
Aviation 102 - Aviation
Dubai Airports
09.2014 - 09.2014
Hotel Telephone Operator
AMC AZUR Resort
09.2013 - 09.2014
IELTS preparation course - Language
British Council
10.2012 - 12.2012
Lawyer/ Paralegal
Ahmed Abou Elmatter Legal consultancies
05.2008 - 06.2015
Bachelor of Law - Laws
Al Mansurah University
05.2006 - 05.2006
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