Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Mohamed Shaheen

Mohamed Shaheen

Dubai

Summary

Dedicated customer service management professional with extensive experience in fast-paced call centre environments. Led by example to provide first-class customer care. Motivated, mentored and incentivized teams to achieve productivity and performance targets.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Guest Experience Supervisor

Serco
01.2021 - Current
  • Guiding, coaching, and monitoring team members to build successful and high performing teams and ensure that all required standards and behaviors are successfully met.
  • Supporting Airport Terminal operations team in performance management of teams and individuals through regular performance reviews, training sessions and other development activities.
  • Remaining in constant liaison with Dubai Airports team in terminal and airport control centre to ensure optimum utilization of resources. Plan and execute shift plans including break management and redeployment of staff as and when required.
  • Ensuring that all team members are fully trained and briefed on all requirements of their role and function.
  • Monitored guest feedback, using to improve service and departmental operations.
  • Created and managed accurate occupancy forecasts and budgets.
  • Motivated and rewarded employees to improve engagement.
  • Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
  • Established and upheld high standards, promoting great customer service and assistance to guests.

Flight Operations Supervisor

dnata
01.2017 - 09.2020
  • Developed and implemented operational flight plans, consistently minimizing irregularities.
  • Communicated with flight operations teams to coordinate cargo management and smooth flow of goods between hubs.
  • Performed and supervised airfield functions, including mobile airfield management, to connect 100% of baggage services grounds operating at peak efficiency.
  • Developed and implemented safety improvements to cultivate safe and productive work environment for all personnel to achieve zero tolerance.
  • Monitored airfield duties and personnel to make proactive changes to procedures, workflows and task responsibilities to maintain operations targets.
  • Supervised all activities related to assigned areas on shift to ensure that team is providing best services and optimum quality to customer airlines, in line with dnata standards.
  • Planed distribution and allocation of resources to ensure that areas concerned processes and activity are completed within time required for operations on shift.
  • Ensured safety of staff and guides them to work safely by providing support, direction, whilst being role model for desired safety behaviors and leading with safety.
  • Executed regular airfield inspections, identifying and reporting safety hazards or issues to supervisor.
  • Developed and implemented emergency procedures, complying with safety regulations and enabling preparation in crisis events.
  • Executed regular airfield inspections, identifying and reporting safety hazards or issues to Officers.

Airport Operation Team Leader

dnata
09.2011 - 12.2016
  • Led performance reviews and tailored employee feedback to facilitate professional development.
  • Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
  • Conducted safety briefings regularly at beginning of shift to ensure that all safety standards are adhered to - Intervenes and takes immediate action when there is risk exposure, role models safe behaviours and follows up on corrective actions.
  • Complied with all relevant safety, quality and environmental management policies, procedures and controls to ensure healthy and safe work environment.
  • Ensured implementation of work instructions on day of operations and compliance to established standard operating procedures.
  • Ensured that staff grooming is aligned 100% to dnata standards and requirements.
  • Escalates issues to Officers on shift to ensure that proper corrective measures are followed up to standards.
  • Ensures smooth running and serviceability of relevant support systems and/or equipment, and takes necessary steps in case of 10% failure or breakdown.

Sales Advisor

Altayer group
08.2007 - 08.2011
  • Warmly greeted customers to establish positive first impressions, enhancing in-store experiences.
  • Provided high levels of in-store service, promptly resolving complaints to maintain customer satisfaction.
  • Highlighted product features and benefits in line with customer needs, securing high-value sales.
  • Handled 20% of customer concerns and complaints with care, delivering positive outcomes for continued customer loyalty.
  • Successfully applied various sales techniques to steadily expand customer bases and achieve sales target continuously for more than 1 year.
  • Established customer purchasing needs, offering personalised guidance with product and accessory selection.
  • Used active listening and relationship-building skills to assess customer needs, build rapport and deliver viable solutions.
  • Delivered outstanding customer experiences through attentive care and faultless service.
  • Processed payments promptly and precisely using Point Of Sale (POS) systems, minimizing customer waiting times.
  • Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
  • Generated weekly and monthly reports on sales performance to provide recommendations to meet sales goals.

Education

Diploma of Higher Education - Aviation Security Management

Emirates Aviation College
Dubai
10.2019

Bachelor of Science - Tourism and hotels

Cairo University
Egypt
07.2003

Skills

  • Exceptional customer service
  • Excellent communicator
  • Sales strategy familiarity
  • Strategic selling
  • Process and procedure development
  • Customer demographics understanding
  • Team player
  • Team collaboration
  • Engaging others
  • Leadership
  • Customer Satisfaction
  • Guest Relations Management

Certification

  • Resource Allocation Enhancements
  • Leading Ways for Supervisors
  • First Aid for the workplace Initial
  • Fundamentals of Human Factors in Ground Handling
  • The Cosmopolitan Leader
  • Dnata Safe Leader
  • Move from I to we
  • IELTS

Languages

English
Upper intermediate
B2
Arabic
Bilingual or Proficient (C2)

Timeline

Guest Experience Supervisor

Serco
01.2021 - Current

Flight Operations Supervisor

dnata
01.2017 - 09.2020

Airport Operation Team Leader

dnata
09.2011 - 12.2016

Sales Advisor

Altayer group
08.2007 - 08.2011

Diploma of Higher Education - Aviation Security Management

Emirates Aviation College

Bachelor of Science - Tourism and hotels

Cairo University

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Mohamed Shaheen