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Ashraf Ahmed Ragab Ibrahim

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Ashraf Ahmed Ragab Ibrahim Powered By Docstoc
					                         DANI HNAIN SARJI

Objective
        To obtain a challenging position where my skills, experience and
         education will be of value to a dynamic organization offering opportunity for advancement.


Employment History
May 2000 – Present                   Emirates Airlines
Customer Loyalty Program Department (Skywards Frequent Flyer Program).

July 2005 – Date                    Standards & Procedures Officer

Roles and Responsibilities:
        Implement new streamlined procedures and processes for worldwide Skywards service
          centres.
        Update and maintain both the Skywards Procedure Manual on Groupworld and the
          Information Display System Pages (IDS).
        Developing and maintaining the Skywards Promotion Page on the intranet.
        Work closely with Product and Partnership team to keep abreast of long term strategy
          plan for the acquisition of new partners so as to ensure policies and procedures are
          correctly outlined in Contracts and conveyed to Partners and staff.
        Review all the Skywards processes and standard operating procedures on yearly basis.
        Disseminate to all EK and Skywards staff worldwide all Skywards communications
          related to Product, Partners, systems (CRIS, MARS, WEB).
        Researching and implementing ways in office automating, for example Time
          Attendance Recording System (TARS), RightFax, Voice Recording System.
        Provide a Help Desk system to give direction and guidance on technical system issues
          to all the call centre agents / supervisors for example CRIS, MARS, Genesys Solution,
          CCS, IVR, WFM, RightFax, Business Objects, online booking and all web issues.
        Coordinating with Skywards System Support & Mercator (Business Support Group) for
          all the service centre technical solutions and enhancements.

Voluntary Activities :

        2005 – Present             Emergency Call Centre Manager

        2002 – Present             Corporate Emergency Response Volunteer

             Functioned under stressful situation with calm outlook – activated twice for
              assisting Tsunami survivors transiting through Dubai Airport in Dec 2004

        2002 – Present             Certified First Aider
June 2003 – June 2005               System Coordinator

Roles and Responsibilities:
        Provide a Help Desk system to give direction and guidance on technical system issues
          to all the call centre agents / supervisors for example CRIS, MARS, Genesys Solution,
          CCS, IVR, WFM, RightFax, Business Objects, online booking and all web issues.
        In depth training for application & product usage for staff.
        Ensure system back-up procedures are maintained.
        Researching and implementing ways in automating office procedures for example Time
          Attendance Recording System (TARS), RightFax, Voice Recording System.
        Ensure the necessary MSR’s are raised/tracked by the admin coordinator related to
           systems issues.
        Liaising and negotiating with third party vendors for different projects when required.
        Prepare test conditions (for unit testing) and test others software.
        Updating and maintaining both the Skywards Procedure Manual on Groupworld and the
           Information Display System Pages (IDS).
        Developing and maintaining the Skywards Promotion Page on the intranet.
        Regularly research developments on competitor sites to identify and analyze new
          activities and possibilities in order to enhance the Skywards site.
        Coordinating with Skywards System Support & Mercator (Business Support Group) for
          all the service centre technical solutions and enhancements.
        Running daily and weekly reports for senior management.

Achievements:
       Mabrouk Bronze award for taking the initiative to install the wallboard in the service
         centre, thereby saving installation cost and reducing implementation time by 2 to 3
         weeks in March 2005.
       Mabrouk Bronze award as went above and beyond a Member’s expectations in May
         2004.

March 2002 – May 2003               Customer Service Supervisor

Roles and Responsibilities:
        Monitoring staff performance through phone, mail and e-mail.
        Ensuring appropriate environment for staff to work under high pressure and planning
          their individual development requirements.
        Involved in the entire recruitment process.
        Maintaining 85% Service Quality Level (SQL).
        Handling day-to-day operations.
        Providing guidance and day-to-day assistance to staff as well as members of the
          program.
        Monthly staff scheduling leaves in line with the operational requirements.
        Handling all types of staff issues (performance, development, training, inter-personal
          issues).

Achievements:
       Achieved and maintained an excellent SQL of 94%.
May 2000 – March 2002                 Senior Customer Service Agent
Roles and Responsibilities:
        Providing customer assistance and satisfaction through attending to program members
          through phone, mail and e-mail.
        Settling possible disputes and treating customer complaints.
        Addressing individual customer needs.
        Responding and communicating effectively to queries from management, staff and
          customers.
        Offering online support to the customer loyalty program.
        Being the primary contact in skywards service centre for all web based issues.
        Testing Skywards web sites before going live (Skywards site & Skysurfer site).
        Maintaining internal and external service performance expected by management and
          members.
        Developed and maintain an internal web site for staff, which provides easier and faster
          access to program details and functions, for a higher quality of customer service. It is a
          role as a cost effective communication in-between the department.

Achievements:
       Promoted to be the service centre supervisor.
       Awarded with Mabrouk Silver award within the seventh month of joining for site
         developing.
       Site was approved by the Emirates group intranet team and linked to the worldwide
         intranet site to be viewed and beneficial for all the Emirates group worldwide staff.
       Awarded Mabrouk Bronze for work excellence when assigned an acting supervisor.
       Won a special award for excellent attendance.
       Promoted to a higher grade after 10 months of joining.
       Maintained strong inter-personal relations with members.
       Maintaining a high quality standard of customer service.
       Assigned as a shift leader within second months of joining.


1995 – May 2000           Alliance Oilfield Equipment Trading Company
Alliance Oilfield Equipment Trading Co. deals with the retailing and supplying of oilfield related
equipment throughout the Middle East. They keep FMC products and their associated components. They
also market other items like car components, spares, electronic items, computer units (Hardware &
Software) to the international oilfield companies.


       1995                          Industrial Sales Executive
Roles and Responsibilities:
        Ensuring high level of customer service and client relationship.
        Preparing import / export quotations. (Computer Components).
        Assessing market trends, customer profile and their preferences.
        Expanding existing and new businesses to achieve sales and contribution budgets.
        Acting upon leads, approaching prospects and turning into sales.
        Implementation of market strategies.
        Negotiate with different suppliers to get the best price in order to compete in this open
         competitive market.
        Monitoring all IT related activities like computer control, software, hardware, network
         connections, Internet, e-mail etc.

Achievements:
       Achieved the budgets of Dhs 500,000/- for the financial year.
       Augmented sales by 60%.
       Increased focus on developing business relationship and customer service.
       Increased my product knowledge and developed customer rapport.
       Acquired ability to tap large volume accounts.
       Expanded the company’s customer base.

       1994                         Data Entry Operator
Roles & Responsibilities:
        Entering customer information.
        Collecting sales details.
        Upgrading data on regular basis.
        Ability to work and communicate effectively with corporate clients and senior management.

Achievements:
       Gained a basic background in data operation.
       Maintained a constant high level of service.

Educational Qualification
Sept. ’95 – Jul. ’99         Centre for American Education - Dubai
                             Affiliated to Regents College,
                             Member of the University of the State of New York.
                             BGB (Bachelor of Science in General Business),
                             (Management & Marketing).

Sept. ’90 – Jun. ’95         High School Diploma
                             Al Ma’Arifa Pvt. School – Sharjah.

Sept. ’82 – Jun. ’90         Rosary School – Sharjah.

Certified Courses
Al Razi Cultural Institute
25th Nov. 1996 – 3rd Dec. 1996       Introduction to Internet.
20th Aug. 1997 – 20th Sept. 1997     HTML programming, Web page designing.

NIT (National Institute Of Technology)
15th July 1998 – 15th Aug 1998       Ms-Access 7.0.

All certificates approved by the Ministry of Education.
January 2007        IELTS: International English Language Testing System

     Overall Band Score: 7.5

Emirates Group Courses
Telephone Sales                                 22 May 2000
MARS Reservations Course                        14 Dec 2000
Human Relation In Practice                      02 Sep 2001
Corporate Emergency Response                    2002
Telephone Sales – 1060                          11 Feb 2002
Emirates Standard Fares And Ticketing – 4343    28 Jul 2002
General First Aid – 4978                        03 Aug 2002
Coaching Skills – 7603                          24 Nov 2002
Managing Performance Workshop – 13733           17 Jun 2003
Interview Selection Skills – 13622              21 Jun 2003
Assertiveness Workshop – 13707                  24 Jun 2003
Recurrent First Aid Training – 15161            08 Jul 2003
Introduction to Team Leading - 21829            20 Jan 2004
56967-Recurrent First Aid Training              20 Nov 2004

Computer Skills
Ms Windows XP.
Ms Office XP (Ms Word, Ms Excel, Ms Access, Ms Outlook, Ms Photo Editor, Ms Visio).
Designing Software (Front Page, Dream Waver, Paint Shop Pro).
Internet Browsers (Netscape Communicator Professional Edition, Ms Internet Explorer).
Video Conferencing (Ms NetMeeting).
Developing animated GIF pictures (Ulead GIF Animator, Ms Animator).
Developing Internet web pages & hosting.
Installing all kinds of software, troubleshooting and hardware items.

Personal Information
Date of Birth              : 14th August 1978
Nationality                : Syrian
Marital Status             : Single
Languages                  : Fluent Arabic and English
Visa Status                : Employment
Driving License            : U.A.E.

				
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