Summary
Overview
Work History
Education
Skills
Languages
Interests
Timeline
Generic

Nihal Eltawil

Senior Airport Services Agent
Dubai

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
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
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
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
2008-06 - 2020-09

Mini MBA - Business And Marketing

Kelly School Of Business In Indiana University
2012-06 - 2012-07

Skills

Friendly service mentality

Problem resolution

Business operations

Team management

Supervision

Project organization

Languages

English

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
Nihal EltawilSenior Airport Services Agent