Omar Allam

Resourceful account manager with a strong focus on client oversight, issue resolution, and relationship-building. Maximizes repeat business opportunities and expands the client base through proven prospecting techniques. Possesses extensive knowledge of the sales cycle and excels in collaborative environments, leading to optimum outcomes. With 25 years of experience in the airline industry, demonstrates a proven ability to prioritize and multitask in fast-paced environments. Recognized for strong work ethic and leadership skills, committed to delivering exceptional customer service while ensuring full compliance with safety and security regulations. Highly motivated and results-oriented with a track record of effectively managing complex operations. Additionally, has extensive experience in coordinating diverse teams and developing efficient processes. Certified ISAGO auditor and Altea DCS instructor, as well as Altea FM systems expert, well-versed in weight and balance procedures used by most airlines.

• Reduced passenger complaints by 50% through implementation of streamlined check-in procedures, improving customer satisfaction and airport efficiency.
• Achieved a 95% on-time departure rate by collaborating effectively with airport management and handling agency, ensuring smooth operations and minimizing delays.
• Developed and implemented an on-job training program for check-in and load sheet agents, resulting in a 100% compliance with EGYPTAIR training program and enhancing staff performance.
• Conducted over 25 ISAGO audits, ensuring safety and quality standards in ground handling operations (MAY 2010 – NOV 2017).
• Played a key role in the successful cutover from Amadeus RTB to Amadeus Altea, streamlining reservation and ticketing systems (MAR 2012 – SEP 2012).
• Led the training and transition for GHA staff (check-in & load control) at multiple stations during system upgrades and service provider changes, including RUH (APR 2013), KIX (NOV 2016), NBO (JUN 2017), and ACC (NOV 2019).
• My contribution to the development of the Station Procedures Manual (SPM) improved operational efficiency (APR 2015).
• Successfully managed the launch of charter flights operation at KIX station (NOV 2016).
• Successfully managed the transfer of EGYPTAIR operations from Terminal Four to Terminal One at JFK Airport (MAR 2022).

• Certified ISAGO Auditor
• Certified Altea DCS Instructor

• Supervised and controlled staff scheduling, reporting, and absences.
• Managed daily staff payroll, hours, exceptions, and overtime.
• Monitored personnel appearance and compliance during operations.
• Maintained applicable safety and quality standards.
• Updated and maintained company manuals and documentation.
• Ensured that all assigned work was completed correctly, efficiently, and in a timely manner.
• Conducted thorough investigations for irregularities and submitted detailed written reports.
• Captured and maintained key performance indicators.
• Managed EGYPTAIR activities and operations at JFK Airport, achieved a 15% increase in airport revenue through a strategic last-minute upgrade program at the gate, and reduced operational costs by 10% by implementing measures to minimize delays.
• Optimized flight scheduling achieved cost reduction (10%) via implementing lean processes, and maintained high customer satisfaction (95% rating) by prioritizing customer service.
• Managed and supervised operations for all handling agents (passenger handling, ramp handling, cargo, catering, PRMs, security, maintenance).
• Negotiated and implemented contracts, Ground Handling Agreements (GHAs), and Service Level Agreements (SLAs) for the station.
• Handled employee relations issues and conducted disciplinary action.
• Interviewed, selected, and hired new candidates.
• Created policies related to new procedures and trends.
• Conducted audits on the departments to ensure they are following the procedures.
• Facilitated interactions with TSA and CBP to ensure compliance with the authorities' safety and security protocols.
• Adapted a clear communication between terminal management, ground team, airline crews, and other stakeholders to ensure smooth airport operations.
• Compiled and prepared detailed statistics and reports for the Head Office to aid in decision-making.
• Created comprehensive records of revenue data for future planning and strategic objectives.
• Generated monthly activity reports to monitor the performance of agents and offices.
• Maintained up-to-date account records to reconcile with the company's computer system data.
• Conducted analyses to assess operational requirements and needs.
• Prepared periodic operation reports to present to company stakeholders and management.