أحمد الشحي

• Mapping customer journey
• Increased team efficiency through high tech solutions
• Developed Smart Tutorial Services for TRA Customers
• Analyze Customers Happiness feedback data of our services and develop improvement
plans accordingly
• Initiated and executed a customer-based research to best identify behavior to help in
creating appropriate strategies
• Applied the Six Sigma management approach on the TRA Contact Center and improved
service performance by 80%
• Generate and analyze daily, weekly, and monthly reports for TRA centers
• Produce a monthly statistical study of service level trends and develop an action plan
accordingly

• Was the focal point between the General Secretariat and Board of Directors and TRA
communication functions, ensuring excellence in performance and uninterrupted flow of
information
• Developed the Communications Section processes & procedures manual
• Developed and implemented both internal and external communication methodology and
procedures
• Produced yearly reports of all communication functions and events for the board.
• Created a communication synergy between TRA departments to best execute corporate
communication program.
• Monitored the performance indicators and generated reports with recommended action
plans for the General Secretary
• Conducted and analyzed surveys to better operations
• Established the Customer Happiness unit and developed the policies and procedure of its
sections that consisted of: Contact Center, Service Center and Quality Assurance
• Created all relevant documentation for the Customer Happiness unit; including but not
limiting to the units job descriptions
• Aligned department methodologies with the Emirates Excellence Award best practices
• Worked on the TRA file participation for the Emirates Excellence Program in 2014 and 2015
• Worked on services classifications and service manual
• Achieved the customer happiness score of 90%

• Developed promotional strategies for several programs
• Successfully developed and executed a promotion strategy that increased levels of public
interest in the Chambers’ products and services through creative communication means
that included infographics, paid advertisements, activations, new and traditional media
coverage and profiling opportunities
• Restructured the ‘Dhabi Promotional Card’ program and created a new strategy for
promotion implementation
• Oversaw Chambers’ events and campaigns
• Spearheaded investment projects directed at small and medium local businesses.

• Efficiently managed department resources
• Maintained close cooperation and interfacing between all departments
• Developed marketing programs that maximized passenger and cargo revenue
• Maintained EK’s leadership in the travel industry through commercial and community
activities and retained contracts in tourism and government entities
• Budgeted for expenditure/marketing sales ensuring minimum waste and maximum
efficiency
• Maintained relationships with national carrier and other interline partner management
• Supervised airport operation-passengers/cargo
• Controlled costs relating to aircraft operation

• Designed and delivered visual communication campaigns
• Designed, developed, and executed applications that served the organizations goals
• Designed corporate identity to include: corporate website, booklets, brochures, security
badges
• Designed all collateral and registration website for the Formula 1 Event in YAS Circuit 2010
• Designed and executed design elements for the Special Operations Command (SOC)
participation in Washington DC. Elements included: Booklets, banners, SOC Graphic
Photos
• Developed operational structure and budget improvement plans
• Produced detailed specifications and wrote the program codes.
• Created and produced End-User training manual

• Developed marketing plans that help drive company’s marketing products and programs
• Developed and launched an application called Virtual Chamber that was designed to
harbor more than 48, 000 chamber members and facilitate the operations between them
to help improved the economy in the emirate of Sharjah
• Was responsible of all sponsorship activities at the Chamber. Working on planning and
developing the sponsorship packages then evaluating submissions and reporting back to
senior management
• Prepared speeches, press releases & media when required
• Worked closely with the Internal Communications unit in planning and developing
employee engagement activities
• Managed agency relationships