Mohamed Nabil El Tagoury
Alexandria
Summary
• Customer service officer with over twelve years of experience in aviation and tech industries.
• Acquired a solid foundation in applying computer science and its applications to business problems and solutions.
• AI Community Surfer with a good experience in evaluating " AI " web pages, images, and voice commands results, for relevance, quality, and accuracy.
• Skilled in web research, critical thinking, and attention to detail.
• Passionate about improving online user experience and contributing to AI development.
• Proficient in Python programming and familiar with AI concepts and tools.
• Knowledgeable in IT and computer maintenance.
• Skilled at providing efficient solutions and service to customers with various technical issues and requests.
Overview
15
15
years of professional experience
1
1
Certification
Work History
AI Community Surfer
TELUS International.
Vancouver, Canada
03.2023 - Current
- Testing the capabilities of AI models using " Turing Test "
- Evaluating AI queries results for relevance, quality and accuracy.
- Evaluating AI web pages results for relevance
- Evaluating AI images results for quality
- Evaluating AI voice commands results for accuracy
- Evaluating AI text summaries results for coherence
- Evaluating AI responses for appropriateness
Digital Marketing Strategies Specialist
Freelancer.com
Sydney, Australia
04.2021 - 04.2022
- Oversaw numerous social media campaigns, including creating and deploying content, engaging with target audiences, and boosting reach with strategic ad placements
- Tracked and reported on marketing campaign performance monthly to help with optimizing current and future plans
- Masterminded highly successful digital strategies for various platforms to attract customer engagement
- Worked effectively under constant pressure of simultaneous project milestones and deliverable deadlines
- Collaborated cross-functionally with sales, engineering, and product management teams to accomplish shared goals
- Collaborated effectively with advertising and media specialized to boost results from strategic campaigns
- Leveraged tracking data to segment target audiences, trigger campaigns, and personalize content
- Managed digital projects end-to-end, from initial, conceptualizing through final implementation and live monitoring
Airport Operations Officer
Etihad Airways
UAE
07.2016 - 07.2020
- Oversee cargo operations to ensure on-time performance and optimum uplift.
- Develop, implement and monitor cargo servicing plan, including delivery of customer service and operation of handling agents.
- Develop local service and standards to streamline cargo procedures to support core and specialized products.
- Drive operational excellence with contracted vendors by managing key performance indicators and service levels
- Oversaw facility space leasing and kept peace among units.
- Prepared reports and schedules with accuracy.
- Conducted inspections of airport construction projects to report hazardous or substantial maintenance and construction problems
- Maintained written log of significant events and actions during shift
- Analyzed and evaluated operational and procedural practices
- Monitored and evaluated diversified airport operations
- Monitored airfield activities during assigned shift
Baggage Services Supervisor
Etihad Airways
UAE
07.2012 - 07.2016
- Establishing shift assignments for both full-time and part-time employees.
- Monitoring and responsibility for safe and efficient operation of all airline ground support equipment.
- Reporting discrepancies that may exist in both functional and mechanical on-ground support equipment.
- Coordinating between each assigned carrier to ensure that cargo and baggage service meet carrier's needs to ensure on-time schedules are met.
- Determining manpower requirements; ensuring disciplinary procedures are conducted in a fair, timely, and consistent manner.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Received and processed stock into an inventory management system.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
Airport Customer Service Agent
Etihad Airways
UAE
07.2008 - 07.2012
- Assist passengers with self-service check-in kiosks.
- Inspect and verify passenger documentation.
- Issue boarding passes and reschedule passengers affected by flight interruptions or cancellations.
- Manage passenger baggage processing including handling and fee calculation if applicable.
- Direct passengers through Customs, Immigration, and quarantine as required
- Operate computers and specialist equipment such as air-bridge, scanners and airline specific software
- Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
- Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
- Used airline computer system to create airline tickets and boarding passes.
- Verified identification and travel documents to efficiently board passengers for on-time departure.
- Operated specialized weighing and screening equipment to weigh and screen passenger luggage.
- Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats
- Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources
- Used airline computer system to create airline tickets and boarding passes
- Used Sabre system to prepare pre-departure and post-departure reports and passenger manifests.
- Operated PA system to make announcements regarding flight activity.
Education
Diploma - Computer Science And Programming
Harvard University
Cambridge, Massachusetts, USA03.2023
Diploma - Computer Science For Business Professionals
Harvard University
Cambridge, Massachusetts, USA03.2023
Associate of Business Administration - Business Administration And Management
Faculty of Commerce / Alexandria University
Alexandria / Egypt09.2007
High School Diploma -
Alexandria
Egypt09.2000
Skills
- Artificial Intelligence Model Trainer
- Applying computer systems to business problems and solutions
- Complaint Resolution
- IT Support Specialist
- Digital Marketing
- Web Research
- Critical Thinking
- Attention To Details skills
- Building Customer Trust and Loyalty
- Verbal and Written Communication
- Creative problem solving
- Troubleshooting Technical Issues
Certification
- CS50'S, Harvard University certification in Computer Science
- CS50’B, Harvard University certification in Computer Science For Business Professionals
- Certified IT Support Specialist, Google
- Certified Digital Marketing Strategies Specialist, Google
- Certified Digital Marketing Specialist, Udacity
- Certified Airport Operations Officers, Etihad Airways
- IELTS score 6.5, British Council, Alexandria, Egypt
Languages
Arabic
Native language
English
Proficient
C2
Timeline
AI Community Surfer
TELUS International.
03.2023 - Current
Digital Marketing Strategies Specialist
Freelancer.com
04.2021 - 04.2022
Airport Operations Officer
Etihad Airways
07.2016 - 07.2020
Baggage Services Supervisor
Etihad Airways
07.2012 - 07.2016
Airport Customer Service Agent
Etihad Airways
07.2008 - 07.2012
Diploma - Computer Science And Programming
Harvard University
Diploma - Computer Science For Business Professionals
Harvard University
Associate of Business Administration - Business Administration And Management
Faculty of Commerce / Alexandria University
High School Diploma -
Alexandria