Ahmed Salama

Effectively motivated and supported a new team on every flight through effective communication and achieved common goals to the highest standards.
• Used problem-solving skills on a daily basis to manage unforeseeable situations and changed negative points of feedback from unsatisfied customers into positive outcomes.
• Effectively sold on board duty-free through product knowledge and ensured safe handling of money while adhering to data protection laws.

• Designed material for training purposes to develop the team performance and knowledge of the programs.
• Developed strategies and procedures to increase efficiency and maximize profits by %40 from the first year.
• Generated daily reports and recommended corrective measures to improve production to assist senior management in making decisions.
• Created promotional strategies to increase business but remain within budgetary guidelines of the company.

• Answered escalated calls related to bills and network coverage with professionalism and appropriate telephone etiquette.
• Managed a team of 12 agents, practice good communication, clear instruction and strong leadership skills by empathetic and understanding each team player and give both positive and constructive feedback to evaluate team performance.
• Designed team members target to ensure outstanding KPI reports.

• Provided an accurate, reliable and high standard of inbound and outbound response and resolution of phone and email enquiries.
• Reported any service issues, potential errors and omissions or complaints raised directly or referred from the service advisor/team, and escalated to the concerned Manager as appropriate
• Ensured that payment options and promotional tabs are configured correctly.

• Able to work in a fast paced environment, self-regulate and adapt to various customer profiles using cross-cultural sensitivity
• Eager to learn, self-motivated, creative, open-minded, decision maker & co-operative person.
• Time management skills.
• Good presentation and reporting skills.