Mohamed Sabry El-Shafie
Market Research Manager
Nasr City
Summary
Skilled in strategic planning and market analysis, with a focus on optimizing service levels and identifying strengths and weaknesses in ground handling. Proven track record of enhancing aircraft sales through a comprehensive understanding of market dynamics. Committed to leveraging data-driven insights to drive business growth and improve operational efficiency. Dedicated to fostering innovative solutions that align with organizational goals and elevate customer satisfaction.
Overview
20
20
years of professional experience
Work History
Market Research Manager
EGYPTAIR Ground Services Company
12.2018 - Current
- Participating in the analysis of the SGHAs of current and prospective airline partners.
- Preparing all statistics and data related to the company's market share.
- Implemented innovative data visualization techniques to effectively communicate complex results.
- Facilitated data-driven decision-making within the organization by leveraging actionable market intelligence obtained from diverse sources.
- Team member responsible for developing the company's marketing strategy.
- Responsible for preparing all necessary data related to joint ventures or investment projects outside of Egypt.
- Participating in and attending most audits conducted by customers or the Civil Aviation Authority.
- Participating in and attending most annual IGHA/GHI events.
- Key Contact Person for IATA (International Air Transport Association)
- Key contact for all air and ground operations and expos involving EGYPTAIR Ground Services Company.
- Collaborate with operations departments to deliver standardized contracted ground handling services to major company clients (SV, EK, LX, SI, OS).
- Maintaining the company’s market share at 75.5% of the target market, including flights operated by its sister company.
- Retaining our customers and leveraging our strengths despite certain service limitations.
- Enhanced brand awareness and generated leads by managing both internal and external marketing campaigns and programs.
- Managed budgets by strategically allocating funds to high-impact initiatives that supported overall business objectives.
- Increased brand awareness by developing and implementing strategic marketing campaigns.
- Improved customer loyalty by implementing effective email marketing campaigns and personalized offers.
- Analyzed and reported on key performance indicators (KPIs) to validate and demonstrate the success of marketing campaigns.
Customer Service Trainer
EGYPTAIR Training Academy
12.2018 - Current
- Customer Service Trainer for Customer Touchpoints (Crew, Passenger Handling Staff, Coordinators, Sales Agents)
- Enhanced customer service skills by conducting engaging training sessions for new employees.
- Identified areas of improvement in employee performance and provided targeted coaching to address specific needs.
- Developed a thorough understanding of company products and services to provide accurate information during training sessions.
- Train over 350 employees across various touchpoints.
- Coaching and mentoring to employees.
Customer Service senior officer
EGYPTAIR Ground Services Company
09.2009 - 12.2018
- Key contact for customer airlines regarding SLA negotiations.
- Receiving customer complaints from 120 contracted airlines and conducting investigations.
- Coordinate with various operations departments to ensure that the quality and standards of services provided to customer airlines are consistently maintained.
- Coordinate with the finance department to ensure the proper implementation of signed agreements and assist in resolving any financial disputes that may arise.
- Attending most audits initiated by customers or the Civil Aviation Authority.
- Key contact for all air and ground operations and expos involving the participation of EGYPTAIR Ground Services Company.
- Member of the EGYPTAIR brand committee, responsible for ensuring the proper implementation of brand strategies and evaluating their impact on customer satisfaction and market share.
Ramp Operations team leader
EGYPTAIR Ground Services Company
09.2005 - 09.2009
- Leading the assigned staff and managing the equipment while providing services.
- Overseeing the safe arrival and on-time departure activities of the aircraft on the ramp, including loading, unloading, and ground support.
- Oversee the accurate processing, storage, and dispatch of inbound and outbound baggage, cargo, mail, courier items, and/or ULDs (Unit Load Devices).
- Coordinating with all relevant departments and sections as needed.
- Ensure that the dispatcher authorizes any loading deviation or load control before the release of the aircraft.
- Provide daily reports on any encountered problems that could affect the safe and smooth operation of ramp activities.
Education
Bachelor of Commerce - Accounting Dep.
Ain Shams Univ.
Cairo 04.2001 -
MBA - Ground Handling
Helwan University
Cairo 04.2001 -
Skills
Arabic: Mother tongue
Courses
- Fleet watch
- SITA Course
- Aircraft loading for load master
- Loading A/C basics
- HUMAN FACTOR
- COOORDINATORS
- RAMP SAFTY
- Basic cargo skills
- Live animals
- Dangerous goods
- Airport Passenger Services
- CRM Customer relationship Manager
- Excellent customer service
- Strategic planning for successful marketing
- TOT
- AMADEOUS ALTEA
- SAFA awareness
- Quality Auditor
- SMS all staff training
- Regulations of CAA
- FOCUS ON LEADERSHIP PROGRAM
- ISO10001/2018 CUSTOMER SATISFACTION &ISO10002/2018COMPLAINS
Looking for a new challenge
- While my enclosed resume provides a comprehensive overview of my strengths and achievements, I believe that the combination of my experience, education, and motivation will make me a valuable asset to your esteemed company.
- Please do not hesitate to contact me if you require any additional information.
Timeline
Market Research Manager
EGYPTAIR Ground Services Company
12.2018 - Current
Customer Service Trainer
EGYPTAIR Training Academy
12.2018 - Current
Customer Service senior officer
EGYPTAIR Ground Services Company
09.2009 - 12.2018
Ramp Operations team leader
EGYPTAIR Ground Services Company
09.2005 - 09.2009
Bachelor of Commerce - Accounting Dep.
Ain Shams Univ.
04.2001 -
MBA - Ground Handling
Helwan University
04.2001 -