Business Unit Lead - CX & Innovations

• Dec 2021 - Present

Sales Consultant

• Nov 2020 - Feb 2022

• Consistently achieved 100% customer satisfaction score with mystery shoppers feedback citing extensive product knowledge and genuine customer care by going above and beyond. • Engaged with previously mishandled customers and resolved concerns with 'service recovery techniques'. Ensured a follow up has been completed and documented. • Guided customers through a complete needs analysis and making suitable recommendations based on customer values. • Continuously analyzing KPIs with weekly and monthly reports, line targets, communicate incentives plans to customers, and develop monthly action plans with individual targets. • Monitored the daily management of data entries to the highest standards ready for audit inspection. • Developed a proven track record in significantly increasing sales, business and revenue levels. • Identified business opportunities by generating leads for BMW Financial Services and Aftersales Team. • Demonstrated BMW models by highlighting key features, unique functions, and benefits and services available. • Proficient in the use of CRM systems including Sales Force.

Mentor

• Aug 2008 - Sep 2021

• Selected by senior management as one from the six champions of Emirates Airline initiative for building strong and stable mentoring relationships through trusting, respectful, honest and genuine relationships.• Be an advisor, educator, and role model to the new joiners by contributing knowledge and skills through the sharing of personal experience with them. • Demonstrated Group, 1:1, virtual Mentor Knowledge and Skills.• Identified the Mentor audience: protégés.

Leadership Trainer

• Aug 2009 - Nov 2020

• Became a Lead trainer in delivering a range of training courses relevant to the area of trainees’ expertise to a multicultural audience to meet all necessary regulations and standards, ensuring alignment with corporate values and objectives. • Co-Facilitated “Train the Trainer” Programme and assessed new Trainers/Facilitators. • Gained Knowledge of adult learning, instructional design and curriculum development techniques. • Assisted management in conducting Employee Recruitment Assessment Center with interimperformance reviews for internal vacancies and promotions. • Conducted leadership support sessions; developing, coaching, providing performance feedback, conducting performance bi-regular performance reviews. • Compiled end of course confidential reports for trainees submitted by training officers, liaised with management and HR to recommend & implement performance improvement interventions including disciplinary action where appropriate. • Conducted feedback, Training Needs Analysis (TNA) and liaised with business areas to review existing course syllabi and/or develop project scope and related syllabi to continue to meet the learner needs, corporate objectives as well as identifying short- and long-term future plans. • Responsible for the design and implementation of training programs and workshops for Emirates employees and third parties as appropriate to ensure corporate objectives are met. • Responsible for quality assurance, ensuring all GCAA regulatory standards/changes are incorporated into relevant training modules/programs. • Used technology and digital tools to improve learner engagement in training sessions.

Venue Manager/ Facilitator - Service Personality Program, Nujoum

• Nov 2008 - Nov 2020

• Responsible for conducting and facilitating a number of training programs, workshops and focus groups while ensuring that the targeted results are achieved. • Assessed new joining Facilitators throughout interviews, group activities and presentations.• Prepared training materials, lesson plans for provided courses. • Delivered and facilitated training programs. • Developed the ‘Service Personality Promise Skills’ through delivering Supervisory and Managerial Programme.• Facilitated the behavioral key messages of the Service Personality aspects of the corporate.

Flight Purser

• Nov 1999 - Nov 2020

• Delivered exemplary customer services to First Class, Business Class and Economy class passengers. • Completed mandatory and compliance training experience related to Safety. • Responsible for crew line management: welfare discipline and motivation of cabin crew. • Managed customers behaviour and resolved in-flight customer services issues. • Coordinated the activities of flight attendants to deliver a world-renowned service. • Ensured the consistency in the delivery of the In-flight service. • Monitored and recorded overall performance of a team up to 30 Flight Attendants each flight. • Adapted to changes in work environment, managed competing demands and dealt with frequent change, flight delays or unexpected events.

Advertising Account Manager

• Aug 2006 - Dec 2006

As an account manager, I was responsible for managing client accounts. I used to work on a number of client accounts at any one time. I was also responsible for managing the work of advertising account executives and for client budgets and administration. Main Duties: • Servicing and developing handled accounts profitably. • Working closely with clients to ensure business objectives are continuously met • Coordinating with creative and art departments to ensure client’s objective are met through the developed communication material and agency creativity • Liaising and coordinating with marketing managers, media houses, suppliers and production departments to make sure deadlines are met. • Responsible for developing campaigns that enhance the value of a brand • Responsible for handling all publication projects and advertising campaigns. • Carried out video survey that gives a clearer idea to the clients about its product and its competitors in the market. Accounts handled: • Egyptian Taxes • Arab Bank • British American Tobacco • Egyptian Tourism

Senior HR Coordinator

• May 2003 - Oct 2003

As an HR Senior Coordinator, I was fully responsible of the Database for the nine subsidiaries of Raya Group. I carried out the responsibility of the Payroll Compensation and benefits for Raya Networks Services one of Raya’s Groups. Main Duties: • Responsible of Raya Cup Tournament • Salary adjustments and changes according to variables • Delivered Costing system needed by Raya Networks Services As an HR Senior Coordinator, I was fully responsible of the Database for the nine subsidiaries of Raya Group. I carried out the responsibility of the Payroll Compensation and benefits for Raya Networks Services one of Raya’s Groups. Main Duties: • Responsible of Raya Cup Tournament • Salary adjustments and changes according to variables • Delivered Costing system needed by Raya Networks Services

Sales Executive

• Jul 1999 - Sep 1999

• Daily contact with Clients. • Creating Data base of Clients. • Dealing with customers regarding any inquieries of the different cars Jaguar was selling. • Pricing and Comparing the different cars in the market with the different categories of Jaguar cars. • Daily contact with Clients. • Creating Data base of Clients. • Dealing with customers regarding any inquieries of the different cars Jaguar was selling. • Pricing and Comparing the different cars in the market with the different categories of Jaguar cars.

Assistant Station Manager

• Jun 1998 - Mar 1999

As an Assistant Station Manager, I carried out the responsibility of making sure that the Flight goes on time with the highest standards of customer service given to passengers traveling with Emirates. • Pre Flight preparations and briefing. • Check-in Counter • Boarding Gate. • Immigration Clearance As an Assistant Station Manager, I carried out the responsibility of making sure that the Flight goes on time with the highest standards of customer service given to passengers traveling with Emirates. • Pre Flight preparations and briefing. • Check-in Counter • Boarding Gate. • Immigration Clearance

Ground Staff Agent

• May 1996 - Oct 1997

• Check-in Counter • Boarding Gate • Immigration Clearance • Check-in Counter • Boarding Gate • Immigration Clearance