Marwan Saleh

Duty Supervisor DSV Ground Operations

• Job Details:Provide direct customer support through various channels. Investigate and resolve customer complaints and queries – particularly the escalated ones. Provide feedback and support to the customer care team to ensure that all issues are resolved according to CS SLA. Continuously monitor the performance of the team, and craft tailored development plans for each member. Train and coach newcomers, and provide the required training sessions for existing employees frequently. Oversee day to day performance and workflow, ensuring SLAs and targets are met. Create a healthy and comfort work environment. Conduct coaching sessions and 1:1s in an organized manner. Monitor chats/calls/tickets either live and saved and provide feedback. Support process improvement and contribute to process optimization. Support team members by answering questions and providing knowledge or solutions. Monitor adherence and conformance to shifts and schedules. Participate in budget build up.

Lead, Plan and Direct Shift Operations

• Job Details:Lead, plan and direct the shift operations, overseeing its workforce development, financial, quality and operational mission and objectives, in accordance with agreed divisional safety and customer service standards. Manage all elements of operations for Jazeera Airways on duty through all areas (check-in counter, transit area, ramp and cargo). Experience in dealing with official authorities at Alexandria International HBE Airport for more than (5) years, and built excellent relations and communications with official authorities; DGCA, Ministry of Interior, Customs, Ministry of Health and Immigration. Experience in dealing and handling VIP passengers. Maintain a high level of airfield and apron safety. Be aware of accident trends through ground incident and accident statistical data. Inspect ramp areas adjacent to gate and aircraft for debris and remove/dispose of when found. Identify potential airfield hazards, evaluate and set in preventive controls. Dissemination of ramp incidents and accidents information. Establish reliable reporting and investigation system. Report all equipment malfunctions to the appropriate supervisor/manager. Carry out airside and ramp duties ensuring proper aircraft loading/unloading/fueling. Coordinating airside activities during emergencies and salvage operations. Handling cargo flights, baggage and dealing with customs for all matters related to cargo and customs. Implement relevant policies, processes and procedures and monitor adherence so that work is carried out in a controlled manner. Day-to-day operations by providing guidance, encouraging teamwork and facilitating related professional work processes in order to achieve high performance standards. Comply with all relevant safety, security, quality, health and environmental procedures to ensure a healthy and safe work environment. Execute standards to meet safety, financial, quality and operational objectives (passenger handling/baggage) on a shift basis ensuring excellence in delivery for Jazeera Airways. Responsible for effective leadership and management of the workforce on shift, delivering on staff development and performance, mentoring and performance management. Execute and deliver the Jazeera Airways vision for world class passenger experience delivery on shift through successful implementation of plans, policies and procedures to deliver world class best in class service levels delivery for Jazeera Airways. Deliver and maintain station emergency response plan, disruption planning, diversion and delays and business continuity plans on a shift basis. Deliver best practices improve and enhance operations through ongoing identification, mitigation and management of non-compliance or areas of improvement across safety, quality and operations. Lead the shift and drive employee engagement, a high performance culture that gives emphasizes to empowerment, communication, quality, productivity, goal attainment.

International Customer Service Advisor

• Job Details:Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Build sustainable relationships and trust with customer accounts through open and interactive communication. Keep records of customer interactions, process customer accounts and file documents. Resolve customer complaints via phone. Work with customer service manager to ensure proper customer service is being delivered. Log customer details on the CRM. Provide customer with accurate information and right solutions. Perform other duties as assigned by management. Identifying and assessing customers’ needs to achieve satisfaction. Provide accurate, valid and complete information by using the right methods/tools. Follow communication procedures, guidelines and policies. Take the extra mile to engage customers.