Mohamed Ibrahim Ali
Dubai,UAE
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with a proven commitment to employee training. Hardworking team player bringing the necessary experience and knowledge to tackle any operational demand.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Shift leader
Planet Tax Free - Dubai International Airports
Dubai, UAE
02.2022 - Current
- Led team of 25 across 3 terminals to achieve KPI targets and successfully complete assigned projects.
- Assigned tasks, projects and responsibilities to team members and monitored status.
- Managed staff schedules, ensuring required coverage to meet shift needs within budget.
- Addressed staff absences and holiday requests to achieve consistent rota coverage.
- Supported new hires through on-boarding process for speedy and successful training.
- Evaluated employees' performance and provide feedback to both executives and team members.
- Adhered to company standards and compliance requirements for operations and cleanliness.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
Tax Refund Officer
Planet Tax Free - Dubai International Airports
Dubai, UAE
08.2018 - 02.2022
- Provided a first class customer service to every client through the delivery of customer service excellence, professional interaction, and product knowledge
- Refunded the tax to high-profile passengers who are traveling through private terminals.
- Managed the passengers' volume and helped to provide a smooth refund journey.
- Cooperated with the airport operations team and other airport departments to organize the flow of passengers traffic
- Assisted the customer with any questions they have about their tax refund.
- Compiled customer feedback and recommended service improvements to management.
- Assisted the customer with any questions they have with their tax refund
- Received positive feedback from clients on performance reviews.
Airport Ground Services Agent
Dubai International Airports
Dubai
02.2017 - 08.2018
- Delivered the highest level of customer service at all customer touch points
- Assisted passengers with any inquiry regarding their flights or airport facilities
- Directed arriving and departing passengers to respective areas such as the arrival hall, Transfer Area, Departure Gate, Lounge, etc
- Cooperated at all times with airline, company, and departmental policies and procedures
- Monitored and coordinated with other stakeholders to ensure that any customer experience issues are resolved effectively.
Education
Bachelor Of Commerce -
Zagazig University
Skills
- Supervising and leadership
- Employee performance reviews
- Client support
- Key Performance Indicator (KPI) management
- Team Collaboration
- Excellent multi-tasking skills
- Strong communication skills
- Regulatory Compliance
- Team supervision
- Team development strategies
- Customer relationship management
- Employee coaching and mentorship
- Superior communication skills
Certification
- Operation risk management
- Customer Service Excellence
- Fraud awareness
- Fire Safety
- Security Awareness Fundamentals
- ACE your service certificate
Languages
Arabic
Native
English
Advanced
Personal Information
- Title: Customer Service Shift Leader
- Date of birth: 09/20/1990
- Nationality: Egyptian
- Marital status: Married
Custom
- Wikipedia
- Travelling
- Documentary Movies
- Playing sports
Affiliations
- Football
- Reading
- Wikipedia
Accomplishments
Employee of the month - Planet Tax-Free
Appreciation letter - Dubai International Airports
References
References available upon request.
Timeline
Shift leader
Planet Tax Free - Dubai International Airports
02.2022 - Current
Tax Refund Officer
Planet Tax Free - Dubai International Airports
08.2018 - 02.2022
Airport Ground Services Agent
Dubai International Airports
02.2017 - 08.2018
Bachelor Of Commerce -
Zagazig University
- Operation risk management
- Customer Service Excellence
- Fraud awareness
- Fire Safety
- Security Awareness Fundamentals
- ACE your service certificate
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