Ihab Elmasri

Customer Service Supervisor
EXPO Dubai 2020 - DP World Pavilion, Dubai
• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
• Established and updated work schedules to account for changing staff levels and expected workloads.
• Coached employees through day-to-day work and complex problems.
• Created customer support strategy to increase customer retention.
• Compiled and analyzed customer feedback data to develop new strategies and corrective action.
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.

Ticketing Supervisor
FIFA 2022 World Cup, Abu Dhabi
• Coordinated event set-up and promoter engagement on sales and ticketing issues related to events.
• Oversaw day-to-day communications with ticketing company and department leads and management of box office staff.
• Acted as senior management available for customer service inquiries and escalated customer issues.
• Evaluated processes to create efficiencies with staff, resources and processes.

Zabeel Equestrian Office, Dubai
• Implemented policies to reduce cost and eliminate waste.
• Adjusted procedures to maximize department effectiveness.
• Developed and initiated incentive and recognition programs for suppliers.
• Solved diverse supply chain problems involving numerous sources, logistics and scheduling factors.
• Devised and executed annual purchasing plans and contracts.

Dubai Health Authority, Dubai
• Delivered top-notch administrative support to office staff, promoting excellence in office operations.
• Interpreted management directives to define and document administrative staff processes.
• Maintained CRM database with customer updates and report generation.
• Prepared reports to assist business leaders with key decision making and strategic operational planning.

Compass Properties, Dubai
• Certified Real Estate Agent “RERA”

Personal Banking Advisor & Sales Representative
Mashreq Bank, Dubai
• Performed loan servicing functions to check compliance with applicable terms and conditions.
• Prospected for new business through networking, community outreach and customer referral generation.
• Provided advice on different bank products and financial options.
• Evaluated client financial positions and identified most appropriate banking products.