Department supervisor and quality follow-up - Customer service management and unified call center
Ministry of Municipality
Total years of experience :16 years, 6 Months
Follow-up of all department employees and review work with them
• Preparing monthly schedules for employees and evaluations
• Preparing daily reports for the department
• Receiving auditors, answering their inquiries, examining his transactions, and following up on their
completion.
• Guide and guide the service seekers.
• Coordinating with the key administrative units of the house to authorize financial transactions for the
elderly and people with disabilities.
• Overcoming the obstacles and difficulties facing auditors while obtaining the service.
• Managing the main communication center in the Ministry.
• Receiving requests and complaints from the public, referring them to the administrative units concerned
with the Ministry, responding to their inquiries, and preparing reports for that.
• Determine and update the data of the coordinators and points of contact with the administrative units of
the Ministry to respond to public inquiries.
• Receiving reports about municipal government and public inquiries
Led and managed planning of the Crew Leave and Communications team.
• Leading the development of the scope of work for the crew Communication team, by creating JDs for
the department and start recruiting.
• Achieved the recruitment of highly qualified candidates who will contribute to the development of the
existing staff and company business targets.
• prepared annual leave award and special leave for flight crew and cabin crew.
• Ensured leave award lines are correct for biding twice a year by agreeing the limits with the Manpower
Planning team.
• managed the award allocation and communication to the crew of the process for the award.
• communicated of the award results back to the crew and to senior management.
• Produced and owned a crew communication plan that organizes the formal verbal and written
communication with over 10, 000 crew members.
• Conducted acceptance testing of new systems and new releases/versions of existing systems.
• Documented all procedures and ensured department policy and procedures manuals and checklists
are accurate and complete.
ELHAM H. M. BARAKAT
2
• led the communication team for organizing and managing seminars and training events for Crew to
learn more about the Crew Scheduling Area.
• Developed a detailed crew communication plan covering department’s need.
• Achieved all the department targets.
Planning, analyzing and production of optimized rosters for pilots and cabin crew.
Allocated cabin crew training activities within roster deadlines and assisted with training/checking
disruption recovery after production process.
• Planed and built all parings for cabin crew.
• Conducted crew resource orientation programs for new Cabin Crew where information about roster
production, leave assignment, roster bidding details and legal requirements are discussed.
Supervised passenger satisfaction for all service offers to PAX
• Briefed about all operations related to PAX.
• Trained all new staff joining the team and monitored their performance.
• Maintained high standard of customer services to passengers in different terminals; EX. DIA Main
Terminal, Ministerial and VIP terminals.
• Reported delays and discrepancy to management.
• Communicated and responded to all PAX complaints.
• Supervised ground staff during operational shift to guarantee high standards of service delivery and
adherence to all relevant safety, security, quality, and environment management policies.
• Ensured aircrafts are handled and all services provided are according to the Service Level Agreement
with Ground Handling Agent.
• Kept close contacts and coordination with Airport Officials, Immigrations, Customs, Security, Health,
CID, Ground Handlers, Other Airliners, and contracted Airport service providers.
• Ensured staff morale, discipline, Team-work environment, Cost effective handling, On-time
Performance, Optimization of resources and proper usage for maximum results.
• Conducting staff appraisals based on their performance, learning, training and behavioral aspects.
Air Hostess
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