Basic Info

Hadeer salama

More than 15 years

Cairo, Egypt

Bachelor's Degree

Senior Management

Work Experience

Head of ground operation departmnet at Smart aviation

Experience Details

Head of ground operation departmnet

Customer Service/Support

Experienced (Non-Manager)

 Executes airport property management programs to ensure maximum service and generation of revenue.
 Develops and implements new strategies to maximize and expand existing and future commercial
development opportunities.
 Performs complex work and analysis related to developing and leasing airport properties, facilities and
services.
 Assist with the preparation of presentations and reports.
 Provide comprehensive support to Department manger in all department duties.
 Handel all guests complain regarding the Lost / Damage baggage).
 Update the ground handling manual (GOM) and ensure stations notifications.
 Cooperation between service providers and Smart Aviation (Agreements, contracts…).
 Cooperation between ground handler and Smart Aviation (Agreements, contracts,…).
 Administrative management for Business Development & International Affairs Department.
 Coordination between Smart Aviation and all Airport Authorities.
 Supervision on the ground flight operations including passenger services, aircraft handling.
 Develop an internal filling system.
 Review all the Ground handling invoices for ground operations ( EAS – MS ) for the payment process .
 Handle all training issues for the ground handling staff including passenger services, aircraft handling.
 Monitoring terms and conditions of all contracts.
 Follow-up of negotiation process and correspondence with possible suppliers and contracted partners.
 Notification of contractual data, airport fees and charges to operations and financial department.
 Preparation of recommendations concerning increase of quality of service providers.
 Cooperation and close liaison with other departments, authorities, and handling agents.
 Liaise with Ground Operations Technical Training Division to ensure all necessary trainings are provided and regulatory requirements are being adhered to. Ensure that the airport team and ground handling personnel are fully trained and aware of the emergency procedure. Assist and support Emergency Planning division and ensure the Emergency Planning Department is fully updated with local stations regulations related to major incidents.
 Auditing of operation processes performance periodically.
 Ensure corrective actions being carried out according to standard procedures.
 Ensure reporting system and punitive policy is implemented effectively.
 Ensure GSA/GHA recruit the correct staff number and provide office and communication tools as per the GSA contract.


Company Details

Smart aviation

Cairo, Egypt

101-500 employees

Consumer Services

smartaviation.com.eg

May 2013 to present (3 years 7 months)
Assistant Station Manger - - 1/3/2009 – 1/3/2011 at Wataniya Airways

Experience Details

Assistant Station Manger - - 1/3/2009 – 1/3/2011

Customer Service/Support

Experienced (Non-Manager)

 Supervision on the ground flight operations including passenger services, aircraft handling and air cargo.
 Supervision of the on time performance in all operation areas (Departure, Arrival).
 Provide comprehensive admin support to APM (Airport Manager) monthly station performance statistics.
 Develop an internal filling system.
 Handle all Petty Cash responsibilities and the invoices documents.
 Responsible for keeping all station facilities, equipment and activities in compliance with Federal, State,
local and airport regulations, policies and procedures.
 In charge of directing the arrangement of work schedule for optimum employment of human resources and facilities.
 Managing and developing station team member to ensure a differentiated and quality customer service,
experience for passengers.
 Monitoring day to day performance of the stations in order to ensure customer service, accurate and timely
execution of all process and procedures and maintain the highest level of quality.
 In charge of stations accountability and operational claims verification.
 In charge of stations audit and evaluation of work processes to ensure adherence to process standards and
avoidance of wasted company resources.
 Ensuring safe, efficient and on time aircraft performance.
 Representing airline in liaising with local airport authorities and official operational meetings.
 In charge of obtaining traffic landing and overflying rights from Civil Aviation Authority.
 In charge of all station performance and statistical reports submissions.
 Responsible for all Hr Process for staff in CAI, SSH, HBE Stations.


Company Details

Wataniya Airways (multinational)

Cairo, Egypt

More than 1000 employees

Airlines/Aviation

www.wataniyaairways.com

Mar 2009 to Mar 2011 (2 years)
Customer Service Supervisor at Cairo International Airport

Experience Details

Customer Service Supervisor

Operations/Management, Customer Service/Support

Experienced (Non-Manager)

Customer Service Supervisor
OPERATION TRAINER
 Cooperation between Cairo Airport Company and operating airlines.
 In charge of customer services training for Cairo Airport Company staff.
 Administrative management for customer service department.
 Coordinate between C.A.C and all Airport Authorities.
 Responsible on the Recruitment of the new C.A.C staff.
 Handle the airlines complains in Cairo international airport.
 In charge of setting up training syllabus of emergency procedures and to train staff accordingly.
 In charge of grooming training for Cairo Airport Company staff.
 In charge of Travel Awareness program training for Cairo Airport Company staff.
 In charge of Training programs management including train the trainer program.
 Setting up new Airlines at Cairo Airport till inaugural flight operations in assigning all facilities required
e.g Delta Airlines.
 Interviewing and participating in hiring 1000 employee for New Terminal 3 in different positions.
 Initiating staff HR data base for Cairo Airport Company.
 Providing and coordinating all airline offices allocations at Terminal 3.
 Supervising the major opening event of Terminal 3.


Company Details

Cairo International Airport

Cairo, Egypt

More than 1000 employees

Airlines/Aviation

N/A

Mar 2007 to Feb 2009 (1 year 11 months)
Station Supervisor at Kuwait Airways

Experience Details

Station Supervisor

Customer Service/Support

Experienced (Non-Manager)

 Flight Briefing / Debriefing.
 Passenger Service (checking counter) and Passenger Control.
 Flight coupons statistics.
 Boarding and immigration coordinator.
 Ramp handling.
 Load Control.
 Arrival and Lost and found service.
 Trainer for the casual staff during the rush season.
 Handle VIP flights.
 Administrative duties.


Company Details

Kuwait Airways (multinational)

Cairo, Egypt

More than 1000 employees

Airlines/Aviation

N/A

Jul 2003 to Feb 2007 (3 years 7 months)
Airport Service Agent at Emirates Airlines- Egypt

Experience Details

Airport Service Agent

Customer Service/Support

Entry Level

 Flight Briefing / Debriefing.
 Passenger Service (checking counter) and Passenger Control.
 Flight coupons statistics.
 Boarding and immigration coordinator.
 Ramp handling.
 Load Control.
 Arrival and Lost and found service.
 Administrative duties.


Company Details

Emirates Airlines- Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Airlines/Aviation

N/A

Mar 1999 to Jun 2003 (4 years 3 months)
Ground staff (intern) at Kuwait airways

Experience Details

Ground staff (intern)

Tourism/Travel

Entry Level

casual staff in the summer season


Company Details

Kuwait airways (multinational)

Cairo, Egypt

More than 1000 employees

Airlines/Aviation

N/A

Jun 1998 to Oct 1998 (4 months)

Education

Bachelor of Accounting in commerce

Education Details

Bachelor of Accounting

commerce

Faculty of Commerce, Ain Shams University, Egypt

C / Good / 65 - 75%

N/A

N/A

Faculty of Commerce, Ain Shams University
1994 - 1997
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Althania school

Saudi Arabia

1993

A / Excellent / 85 -100%

N/A

Althania school
1993

Certifications

Certificate details

 Microsoft … Ms-Outlook 97.  Microsoft … Ms-windows NT Workstation 4.0.

Mar 1994

N/A

N/A

N/A

IBC

N/A

Training and Courses

Training/Course Details

Aircraft Types Experience:

Mar 2014

Egypt air training center , Emirates training center

Aircraft Types Experience: B777-200/300 – B747 – A300-600 – A340 – A310 – A320- Q400-Cessna-Beach.  Amadeus Altea Departure control Customer &Management; for Ground Handlers 2014 .  Manual Load & Trim Sheet (DHC-8-402) at EgyptAir Training Center 2013.  Emirates Fleet Weight & Balance ( 13/03/2003).  Emirates Advanced Passenger Service skills ( 31/08/2000).  Emirates Baggage Service Skills ( 05/07/2000).  Emirates Fundamentals of Load Control ( 30/05/2000).  Emirates Passenger Service skills ( 16/08/1999).  Emirates Macs Check-in (16/08/1999).  Emirates Ramp Safety Awareness (24/07/1999).  Kuwait Airways Basic Selling Techniques (21/10/2003).  Kuwait Airways Weight & Balance ( 12/04/2004).  Kuwait Airways Load Control D.C.S.  Egypt Air Basic Passenger Fares & Ticketing course.  Microsoft … Ms-Outlook 97.  Microsoft … Ms-windows NT Workstation 4.0.

Training/Course Details

 Egypt Air Basic Passenger Fares & Ticketing course

Apr 1999

Egypt air training center

N/A

Training/Course Details

 Emirates Fleet Weight & Balance.

Mar 2003

Emirates training center

N/A

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Last update 30 days ago.

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Profile Skills and Keywords

? Egypt Air Basic Passenger Fares & Ticketing Course? Emirates Fleet Weight & Balance.? Microsoft Ms-Outlook 97. ? Microsoft Ms-windows NT Workstation 4.0.AdministrationAdministrative DutiesAircraft Types Experience:AirlinesAirport Service AgentArabicAssistant Station Manger - - 1/3/2009 1/3/2011AuditingAviationBusiness PlanningCommerceComputerComputer Skills, Aviation Skills , Sales And Markting Skills , Training SkillsConsumer ServicesCustomer ServiceCustomer Service SupervisorCustomer ServicesCustomer-orientedEmirates Airlines- EgyptEnglishGet New ExperiancesGround StaffHandles StressHead Of Ground Operation DepartmnetJavaKuwait AirwaysLeaderLoad ControlLoad SheetManagementManual UpdatingMicrosoft OfficeMicrosoft OutlookNetOrganizerProblem SolverReadingStation SupervisorSupportTeam ManagmentTourismTrainingTravelTravleingWataniya Airways

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Microsoft Outlook

Microsoft Outlook

: Expert

: Extreme - I love it!

:

More than 7 years

Java

Java

: Expert

: Extreme - I love it!

:

More than 7 years

net

net

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Office

Microsoft Office

: Expert

: Extreme - I love it!

:

More than 7 years

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

More than 7 years

Computer

Computer

: Expert

: Extreme - I love it!

:

More than 7 years

Administration

Administration

: Expert

: Extreme - I love it!

:

More than 7 years

Business Planning

Business Planning

: Expert

: Extreme - I love it!

:

More than 7 years

Fields of Expertise

Administrative duties

Administrative duties

: Expert

: Extreme - I love it!

:

More than 7 years

Load Control

Load Control

: Expert

: Extreme - I love it!

:

More than 7 years

customer services

customer services

: Expert

: Extreme - I love it!

:

More than 7 years

Manual updating

Manual updating

: Expert

: Extreme - I love it!

:

5-7 years

Auditing

Auditing

: Expert

: Extreme - I love it!

:

More than 7 years

computer skills, aviation skills , sales and markting skills , training skills

computer skills, aviation skills , sales and markting skills , training skills

: Expert

: Extreme - I love it!

:

More than 7 years

load sheet

load sheet

: Expert

: Extreme - I love it!

:

More than 7 years

training

training

: Advanced

: Extreme - I love it!

:

5-7 years

Key Skills

Leader, Customer-oriented, Organizer, Problem Solver, Handles Stress

Online Presence

https://www.linkedin.com/in/hadeer-salama-48078830?trk=nav_responsive_tab_profilehttps://www.facebook.com/hadeer.salama.16hadeer.salama@yahoo.comhttps://us-mg6.mail.yahoo.com/neo/launch?.rand=6u22p0615nm86#3471465155

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