Magdy Mohamed

Customer Support Leader

• Job Details:Handling all the arrival and departure flights as a gate supervisor and turn around model. Ensure that the quality checks, procedures, and processes established by management are strictly followed by staff to minimize operational errors and discrepancies. Coordinate the implementation of procedures aimed at improving productivity and performance of staff, within the operation unit. Carrying out security checks before departure to ensure that all safety equipment is serviceable and inspections of the cabin with regards to security. Ensuring the smooth operation of the airport and corporate. Provides performance feedback from the day of operations, of staff on shift to their respective line managers. Ensuring all necessary crew and cabin documentation is on board. Ensuring the cabin is ready to receive passengers. Ensuring that all passengers are properly briefed on emergency exits and the location and use of relevant safety and emergency equipment. Ensuring the cabin is secure before take-off and landing and turbulence, and that cabin secure checks are passed to the flight crew on time manner according to the chain of command. Being assertive and vigilant throughout the flight and reporting to the captain of any situation that endangers safety. Ensures safety of staff and guides them to work safely by providing support, direction, whilst being a role model for the desired safety behaviors and leading with safety. Carrying out appropriate procedures with regards to first aid or emergencies and reporting accidents and incidents or irregularities to the correct departments. Review of UAE GCAA requirements and Fly Dubai requirements and procedures. Delegation of duties and responsibilities to specific crew members. The observance of safety requirements and regulations in the passenger cabin. Ensures implementation of work instructions on the day of operations and compliance to established standard operating procedures. Coach leaders and executives to support performance enhancement, leadership development and career transitions.

Senior Call Center Agent

• Job Details:Handle overflow call volume from various queues. Make outgoing customer sells or service calls addressing customer needs. Maintain performance and quality standards based on established call center metrics including turn-around times. Resolve customer issues with one call resolution experience working with any of the following information center. Motivate and encourage agents through positive communication and feedback. Monitor queue and track inbound calls, keep agents aware of inbound calls, calls waiting abandonment rate, etc. Take calls that agents can't handle and be available when an agent appears to need assistance.