Osama Elshall
Meridian,ID
Summary
Experienced Airport Customer Service bringing fifteen years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Envoy Airlines
10.2022 - 01.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Passenger Service Manager Administrator
Almasria Universal Airlines
04.2015 - 06.2020
- Manage ground operation station budgets, including labor, supplies, and all other expenses.
- Ensured that customers received outstanding service to not only maintain but to extend relationships for future business opportunities.
- Provided high-level customer service when helping passengers resolve issues ranging.
Deputy Station Manager
Fly EGYPT
01.2013 - 02.2015
- Maintained, documented, , presented progress reports to leaders.
- Created reports, analyzed, and interpreted data, including expenses, competition information, revenues.
- Prepared daily schedules for personnel and equipment to foster smooth functioning of broadcast.
Passenger Service Supervisor
Air Arabia Egypt
09.2011 - 12.2012
- Provided passengers with detailed [Flight ] information to enhance journey experience.
- Utilized DCS Program to verify passenger documentation ,destination entry requirements before travel.
- Documented, reported faulty or damaged emergency equipment to Station Manager.
Agent De Traffic (ramp Agent)
ServisAir
10.2005 - 11.2010
- Performed mathematical functions to interpret aircraft weight and balance loading instructions.
- Calculated and transmitted estimated zero fuel weight (EZFW) Figures to dispatch.
- Drafted loading instructions for arrival and departures.
Education
Bachelor of Science - Tourism And Hotel Management ,Tourism Section
Faculty Of Tourism And Hotels Helwan University
Cairo06-2000
Skills
- P > Staff Management
- P > Documentation and control
- P > Operating Procedures
- P > Schedule Coordination
Certification
Available Upon Request.
Timeline
Customer Service Representative
Envoy Airlines
10.2022 - 01.2024
Passenger Service Manager Administrator
Almasria Universal Airlines
04.2015 - 06.2020
Deputy Station Manager
Fly EGYPT
01.2013 - 02.2015
Passenger Service Supervisor
Air Arabia Egypt
09.2011 - 12.2012
Agent De Traffic (ramp Agent)
ServisAir
10.2005 - 11.2010
Bachelor of Science - Tourism And Hotel Management ,Tourism Section
Faculty Of Tourism And Hotels Helwan University
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