English
Nihal Eltawil
Senior Airport Services Agent
Dubai,DU
Summary
Customer-oriented Agent with over 9 years of experience in customer service and team management . Hardworking with excellent telephone sales skills. Works to answer all guests questions via phone or face to face to reach positive outcomes.
Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits.
Proven success in leadership, operational excellence and organizational development with keen understanding of elements of the business. Recognized for inspiring management team members to excel and encouraging creative work environments.
Overview
2
2
Languages
12
12
years of post-secondary education
10
10
years of professional experience
Work History
Senior Airport Services Agent
Emirates Airlines
Dubai , United Arab Emirates
2015.10 - Current
- To provide quality service to Emirates and passengers in respect to check-in, boarding, special services, lounges, airport hotel and baggage services as per company's commercial and safety standards and procedures.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Maintained excellent attendance record, consistently arriving to work on time.
- Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
- Increased customer satisfaction by resolving passengers issues.
Restaurant Owner
Mazmaza
Alexandria , Egypt
2013.06 - 2015.05
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Spearheaded regular maintenance and repair operations to keep building and equipment in peak condition.
- Supervised daily activities of restaurant and employees.
- Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction.
- Spearheaded menu and staff development through detailed training and facilitation of staff meetings.
- Applied knowledge of previous supply needs and forecasted business levels to estimate required supplies.
- Hired and managed all kitchen staff.
- Purchased food and cultivated strong vendor relationships.
Customer Service Representative
Sutherland global services
Alexandria , Egypt
2012.05 - 2015.05
- Recommended products and services to customers, thoroughly explaining details.
- Drove team revenue totals by bringing in high sales.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Answered constant flow of customer calls.
- Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Regularly exceeded daily sales and product add-on quotas.
Education
Master of Studies in Law - Law
Faculty Of Law
Alexandria, Egypt 2008.06 - 2020.09
Mini MBA - Business And Marketing
Kelly School Of Business In Indiana University
United States Of America 2012.06 - 2012.07
Skills
Friendly service mentality
undefinedLanguages
Arabic
Interests
Rugby
Karate
Travel
Timeline
Senior Airport Services Agent
Emirates Airlines
2015.10 - Current
Restaurant Owner
Mazmaza
2013.06 - 2015.05
Mini MBA - Business And Marketing
Kelly School Of Business In Indiana University
2012.06 - 2012.07
Customer Service Representative
Sutherland global services
2012.05 - 2015.05
Master of Studies in Law - Law
Faculty Of Law
2008.06 - 2020.09