Summary
Overview
Work history
Education
Skills
Languages
Timeline
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Shady Moures Francis

Shady Moures Francis

Dubai,United Arab Emirates

Summary

Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.

Overview

20
20
years of professional experience
5
5
years of post-secondary education

Work history

Contact Centre Team Leader

Emirates Global contact centre
Dubai, UAE
09.2022 - 09.2025
  • Coach, develop, and motivate a team of agents in sales, telephone handling, system operation, and product knowledge.
  • Manage daily operations, ensuring customers consistently receive excellent service.
  • Oversee compliance with sales policies and contact centre procedures; conduct regular team briefings on new products, policies, and systems.
  • Monitor team discipline, performance, and conduct while driving productivity and high standards.
  • Conduct performance reviews, set clear objectives, create development plans, and provide constructive feedback.
  • Investigate customer complaints, coordinating with internal teams to implement corrective actions and improve service delivery.
  • Identify training needs through coaching and quality monitoring; recommend and implement targeted training programs.
  • Ensured adherence to company policy by all team members, maintaining professionalism at all times.
  • Track employee satisfaction and introduce initiatives to enhance engagement and morale.

Senior Customer Sales & Service Agent

Emirates global contact centre
Dubai
05.2011 - 08.2022
  • Delivered a high standard of customer service while selling airline tickets and services, ensuring seamless travel experiences.
  • Issued tickets in compliance with airline rules and regulations, while addressing customer requests accurately and efficiently.
  • Advised customers on travel requirements including passports, visas, and health regulations, as well as check-in procedures.
  • Increased revenue by actively promoting products and services such as Skywards membership, Dubai stopovers, and upgraded fares.


  • Addressed all customer inquiries promptly, ensuring maximum satisfaction levels.

Sales & Retention Executive

Etisalat UAE
Ajman, UAE
09.2009 - 04.2011
  • Drove revenue growth and customer retention through proactive selling and service excellence.
  • Handled Customer feedback and complaints, resolving issues to prevent downgrades and service disconnections.
  • Maintained strong product knowledge and market awareness to effectively promote Etisalat campaigns and strategies.
  • Built customer loyalty through personalized support and proactive issue resolution.

Sales Executive

MetLife Alico
Cairo, Egypt
02.2006 - 06.2008



  • Set and pursued sales and market share targets, consistently driving performance.
  • Assisted customers in selecting products suited to their needs, ensuring satisfaction.
  • Opened new sales channels to expand revenue streams and market reach.
  • Maintained an extensive knowledge of all products offered, assisting in informative customer interaction.
  • Increased customer engagement by delivering high-quality product demonstrations.

Education

Bachelor of Business Administration -

Higher Institute for Management & Computer
Port Said, Egypt
09.2000 - 08.2005

Skills

  • Ability to work independently and as a cooperative team member
  • Self-starter mentality with strong initiative
  • Excellent communication skills, with the ability to engage with diverse people and perspectives
  • Effective negotiation and problem-solving abilities
  • Strong leadership, coaching, and team development skills
  • Customer service excellence and complaint resolution expertise
  • Sales and retention strategies to drive revenue growth
  • Agile methodology understanding

Languages

English
Fluent
Arabic
Native

Timeline

Contact Centre Team Leader

Emirates Global contact centre
09.2022 - 09.2025

Senior Customer Sales & Service Agent

Emirates global contact centre
05.2011 - 08.2022

Sales & Retention Executive

Etisalat UAE
09.2009 - 04.2011

Sales Executive

MetLife Alico
02.2006 - 06.2008

Bachelor of Business Administration -

Higher Institute for Management & Computer
09.2000 - 08.2005

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Shady Moures Francis