Ahmed Youssef
Customer Relationship Manager
Heliopolis
Summary
A dynamic, versatile, self motivated, team building member with extensive experience in leadership and customer service with over 25 years exposure to a diversified multinational work environment and a proven track record handling challenging strategic international assignments with an objective to promote and support business development. I’m seeking a position in Learning & Development, Customer Service and / or Performance Management in a multinational organization with an opportunity to undertake a diverse and challenging role that would allow me to share my experience and develop my career.
Overview
31
31
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Safety & Emergency Procedures Instructor
Emirates Airlines
10.2015 - 10.2020
- Develop and deliver high Standards of Safety Training, which corresponds with the Cabin Crew Training Manual, SEP Manual and DGCA requirements
- Responsibilities:
- Ensure that the company image and value are upheld at all times
- Be responsible for the Safety standards and performance of crew
- Development of training materials and modification of the same as required
- To ensure documentation, crew personnel files and records are regularly updated
- Managing, monitoring and upgrading the training systems and modules
- Assess, monitor, coach and provide crew with individual feedback
- Effective delivery of training as per the defined agenda and standards
- Review training feedbacks received and implement changes to delivery/material
- Demonstrate and conduct physical activities such as slide jumping, swimming pool jumping, boarding of a slide-raft from the pool and firefighting.
Flight Purser
Emirates Airlines
10.2003 - 10.2020
- Responsible for the management of the in-flight services onboard, with the objective to deliver a consistently unique and superior customer experience and promote the Emirates brand, in line with corporate objectives, local civil aviation, government legislation and international safety and security standards
- Responsibilities:
- Maintain timely, clear and open communication with Flight Deck crew throughout the flight
- Conduct timely and motivational briefing sessions prior to flights and ensure team compliance with regulatory standards
- Allocate manpower resources appropriately considering grade, skill level, special qualifications, languages and customer profile/numbers to ensure customers’ needs are met
- Understand and implement the company quality policy and rules
- Create and maintain a high level of motivation among ever changing team
- Inspire a team using strong interpersonal and team leadership skills
- Responsible for the well-being of the Cabin Crew throughout the entire duty, including overseas
- Make informed decisions using available resources
- Manage standards and own the customer experience in every cabin
- Produce Service, Security and Medical and Safety & Emergency reports to concerned departments, ensuring alignment with set airline procedures
- Manage team performance through mentoring, coaching and continuous monitoring
- Produce confidential reports where appropriate and as required
- Plan and organize individual performance reviews for team members to provide them with feedback based on behavior monitored in their performance
- Design and suggest personal development plans for team members and liaise with the management for further actions
- Liaise with all other departments to ensure an effective and smooth day to day operation
- Participate in Training enhancement by providing feedback about courses and suggest ways of improvement.
Cabin Supervisor
Emirates Airlines
03.1999 - 10.2003
- Responsible for delivering the world’s best in-flight experience through effective supervision and management of all resources (time, product and people) in a specific cabin
- Ensure safety, emergency and security practices are provided in line with corporate and civil aviation rules and regulations
- Responsibilities:
- Ensure customer needs are met in the specific cabin
- Share responsibility with the Purser to ensure safe and secure operation of the aircraft for the duration of the flight
- Ensure that timely, clear and open communication with the Purser and the Flight Deck is maintained throughout the flight
- Ensure that customers are consistently provided with the highest quality of customer service through effective supervision of crew members
- Ensure customer complaints in the respective cabins are fully investigated, managed effectively, documented and appropriate service recovery is applied where applicable
- Be a role model to Cabin Crew and provide clear direction to ensure standards are consistently delivered
- Provide guidance, direction and feedback to team members on their on-board performance to ensure standards are consistently met (customer, safety, security, and team).
Flight Attendant
Emirates Airlines
10.1995 - 03.1999
- Thoroughly prepare for each flight, keeping up to date onboard communications to ensure that all elements of safety and service are consistently delivered on every flight
- Effectively check all cabin functions/aspects prior to customers boarding to ensure that they find a well prepared, clean and fully functioning product
- Maintain an excellent knowledge of the Emirates products as per cabin specifics and service standards, including menu items and beverage choices
- Consistently provide exceptional hosting and interaction skills displaying a warm, friendly and courteous attitude and building rapport with customers
- Identify opportunities to make a difference to the customers’ experience by pro-actively anticipating their needs throughout the flight
- Display an excellent attention to detail, which defines and differentiates the Emirates experience.
Marketing Manager
Eastmar Group
01.1995 - 10.1995
- Analyzed data from surveys and information of the sales team that is relevant to enhancing the marketing strategies
- Assisted with the development of new promotions and customer retention techniques
- Assisted the department head in planning the budget for the next year’s activities
Education
Bachelor Degree of Management - International Tourism and Management
01.1989 - 01.1994
Skills
SKILLSExcellent communication skillsExcellent negotiation skillsLeadership skillsTime management skillsEasily working under pressureTeam PlayerHandling client complaints patiently and effectivelyEnergetic and driven towards achieving goalsTrack record of working independentlyExcellent cultural diversity knowledge & managementCOURSES ATTENDEDCustomer service, Emirates Airlines, UAEEffective report writing, Emirates Airlines, UAESupervision skills, Emirates Airlines, UAE Problem Solving, Emirates Airlines, UAESafety and Security Procedures, Emirates Airlines, UAELeadership Skills, Emirates Airlines, UAECustomer Satisfaction Awareness Program, Emirates Airlines, UAEBuilding Customer Relationship, Emirates Airlines, UAEBuilding High Performance Team, Emirates Airlines, UAEService Recovery, Emirates Airlines, UAEDecision Making, Emirates Airlines, UAESafety Management System Training, Emirates Airlines, UAE
Safety planning
Safety oversight
Safety-conscious
Safety checking
Safety review
Safety optimization
Safety conscious
Public safety
Safety assessment
Timeline
Safety & Emergency Procedures Instructor - Emirates Airlines
10.2015 - 10.2020
Flight Purser - Emirates Airlines
10.2003 - 10.2020
Cabin Supervisor - Emirates Airlines
03.1999 - 10.2003
Flight Attendant - Emirates Airlines
10.1995 - 03.1999
Marketing Manager - Eastmar Group
01.1995 - 10.1995
ITM - Bachelor Degree of Management, International Tourism and Management
01.1989 - 01.1994