Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Mohamed Reda

Mohamed Reda

Summary

Dedicated professional with over than ten year of experience in customer service, I have consistently delivered outstanding results by focusing on enhancing customer satisfaction, retention and loyalty. My ability to oversee a wide range of customer interactions and implement effective strategies has yielded increased customer retention rates and improved overall customer experience.

I successfully managed a wide range of teams in customer service fields and implemented various customer-focused initiatives. I regularly collaborated with cross-functional teams to identify areas for improvement and streamline processes, resulting in an increase in customer satisfaction rates. Working in different fields to serve customers and gaining experience throughout my career. Which resulted in being able to coach, mentor, develop and lead my team to excellence. Serving as an escalation point to guarantee resolution for my team and customers.

Overview

14
14
years of professional experience

Work History

Senior cabin crew manager

Etihad Airways
07.2015 - Current
  • Supervise staff operations and team members throughout flights, spotting ineffective procedures and managing change, working closely with employees to train them on providing excellent customer service, conducting on spot workshops, provide coaching, or develop training materials to improve customer interactions.
  • Monitor customer satisfaction metrics, analyze customer feedback, and adapt strategies to meet changing customer expectations.
  • Fostering customer-centric culture within organization. This involves promoting customer-focused mindset, advocating for customer's needs and preferences, and ensuring all employees understand importance of delivering exceptional customer experience.
  • Analyze existing processes and procedures to identify inefficiencies and bottlenecks that may impact customer experience. Working to streamline processes and implement improvements to enhance overall customer journey.
  • Facilitated open on-board communication, delivering regular announcements on behalf of captain to update passengers on schedule changes.
  • Maintained calmness and composure during emergency situations.
  • Consistently enhanced customer experience, producing flight reports to address passenger concerns and recommend remedial action.
  • Conduct announcements over cabin crew safety demonstrations, ensuring clear communication and easy to follow instructions.
  • Attended training opportunities to maintain updated knowledge on international and national aviation regulations.
  • Maintain excellent customer satisfaction by managing complaints calmly, professionally and in-line with company policies.
  • Follow company regulations and rules to promote safe environment for passengers and employees.
  • Participated and conducting pre-flight meetings to comprehend duty and position of flight attendants during flight.
  • Performed detailed, engaging in-flight safety briefings to guarantee passenger and crew health and safety.
  • Increased customer satisfaction by kindly and politely greeting guests when boarding and exiting aircraft.
  • Handling VVIPs ensuring exceptional service to high-profile passengers are delivered. Providing personalized service, taking care of their preferences and needs.
  • Promoted duty-free goods and collected payments from patrons.

Senior retention and sales officer

Abu-Dhabi commercial bank
10.2012 - 05.2015
  • Identified new leads through data mining and telesales to meet set targets.
  • Performed sales visits to take strategic action on new business leads.
  • Tracked sales and order information by navigating internal computer system.
  • Reviewed and improved sales performance to routinely meet or exceed targets.
  • Built focused new client networks, growing business opportunities and increasing revenue possibilities.
  • Managed client relationships from early stages of sales process through to post-sales
  • Achieved and exceeded sales targets in line with client growth across all products and services.
  • Built long-term relationships with customers and generated referrals from existing clients.
  • Effectively handled daily customer meetings, sales calls and account management tasks, improving sales team efficiency.
  • Delivered professional sales presentations, creatively communicating product quality and market comparisons to prospective clients.
  • Analyzed industry and competitor trends to enhance sales strategy.
  • Maintained awareness of latest industry trends, product knowledge and sales techniques.
  • Strengthened profit opportunities through targeted customer relationship development, continually meeting sales objectives.
  • Leading retention team targets for three quarters in 2014. Highest number of retained customers achieved for year of 2014, appointed as senior retention officer.
  • Maximized customer retention through upselling and cross-selling.
  • Negotiated tactically to achieve positive client and business outcomes.
  • Handling excellency portfolios, guiding them to invest plans and Unlocking banking opportunities, matching their needs.

Travel agency advisor

Expedia Group
10.2011 - 07.2012
  • Handled high-volume telephone and email enquiries to minimize backlogs.
  • Worked flexible hours, covering nights, weekends and bank holidays.
  • Delivered high-quality results within budget and timeframe targets.
  • Provided customers with best deals and well researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
  • Respond to clients' questions and queries and complaints. Delivering most appropriate solutions that matches Customer segment and company's policies.
  • Handled high volume calls to address customer inquiries and concerns.
  • Applied positive customer service approach to increase satisfaction levels.
  • Used Microsoft Word and other software tools to create documents and clear communications.
  • Offered friendly, efficient customer service and handled challenging situations with ease.
  • Applied critical thinking to analyze problems, evaluate solutions and select best decisions.
  • Completed opening and closing procedures, from product replenishment to budget control.
  • Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.

Education

Bachelor of Business Administration - Business

University of New Brunswick
06.2011

Skills

  • Customer experience management
  • Cabin crew training and development
  • Team management
  • computer Skills: power automate, MS Excel, Power Point, Share point, Power Bi
  • Relationship management
  • Problem-solving
  • Brand building
  • Employee management
  • Exceptional interpersonal communication
  • Complaint resolution

Languages

Arabic
Native
English
Fluent

Timeline

Senior cabin crew manager

Etihad Airways
07.2015 - Current

Senior retention and sales officer

Abu-Dhabi commercial bank
10.2012 - 05.2015

Travel agency advisor

Expedia Group
10.2011 - 07.2012

Bachelor of Business Administration - Business

University of New Brunswick

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Mohamed Reda