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Adel new 1

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Adel Farag

Adel Abdel Naby Korany Farag is an Egyptian national seeking a challenging position utilizing his skills and strategic thinking. He has over 10 years of experience in customer service roles in the aviation and hospitality industries. He is proficient in both Arabic and English and holds a Bachelor's degree in History from Cairo University.

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ADEL ABDEL NABY KORANY FARAG Personal Information Nationality: Egyptian Date of birth/Location: September 13th , 1984, Cairo, Egypt. Marital Status: Married Address: Kuwait Street –Naumia 1 –Ajman –United Arab Emirates Email: adel_koki2002@yahoo.com Tel: +971 50 85 49 571 /06 731 92 28 Objectives Since I believe-in Team Work soul also believe that Talent wins games, but teamwork and intelligence wins championships .I am seeking a challenging position which will utilize my skills, strategic thinking, critical analysis helping me contribute to your firm’s continuous success Team and achieving The organization goals. Education: 2002-2006 Cairo University, Cairo, Egypt Faculty of Arts Major:- History Experience: Jul2013- Current Customer service Agent Dubai International Airport –terminal 1 Transferred from DWC International Airport. .(opening Team )
• Providing high quality service to the customers at designated areas of Check-in, Boarding Gates and Transfer Desk and MHB (Mishandled Baggage). • Display excellent customer service skills, team work and understanding to achieve customer satisfaction. Strive as part of a dedicated team to avoid complaints and earn compliments. Ensure excellent discipline and grooming standards are displayed at all times while on duty. Always adhere to the set service standards and procedures so that the passengers are handled in a friendly and efficient manner. • Ensure that all the requests and completion remarks are updated accurately in the system and that all charge notes are generated and authorised for billing. Generate a list of pending requests from the system to analyse advance work load profile. • Ensure that the handling requirements of the various categories of passengers (e.g. unaccompanied minors, young passengers, wheelchair, elderly and passengers with special needs etc.) have been met and that special services and facilities are provided to meet any special services requirements by the customers. • Ensure effective communication with the passengers and the senior management and update if any flight or service delays is anticipated. • Ensure allocated flights are opened/closed and edited as per the defined configuration and the airline specific requirements. • Ensure flight control sheets are maintained for each flight and message with regards to PNL, ADL, SOM, and LDM are actioned and filed. • Regularly update the system with configuration, booked load and actual load of the flight allocated. • Control flights (where applicable) through the various DCS by assessing passenger load and amending levels for No Recs/Go Show, staff acceptance, upgrading and downgrading according to the airline specific requirements. Jan 2012- Jul2013 CUSTOMER SALES & SERVICE AGENT Emirates Airline Global Contact Centre. • Provide highest level of service in order to sell Emirates high value airline tickets and services and to assist premium customers with managing their travel plans. Assist Team Leader and support junior staff. Work as part of a team to achieve individual; station and network Commercial objectives. • Issue Emirates tickets to customers ensuring that all necessary airline rules and regulations are incorporated and that the customer request is met in order to provide them with excellent service. Highlight to customers the legal requirements covering their journey such as passport; visa & health requirements and other details such as check- in place and time. • Actively enhance Emirates revenue earnings by providing options to customer on all products and services such as Skywards membership; DBB; Dubai stopovers; hotel bookings and upgraded fares.
• Actively be involved in suggesting new ideas and providing recommendations on the improvement of the service provided; thereby increasing revenue and ensuring Emirates success as a market leading airline. • Keep abreast of Emirates Group news and updates to ensure relevant professional and company standards are maintained. • Support Travel Agents by assisting them in making bookings with special arrangements. Advise and guide Travel Agents on quoting special fares and completing ticketing formalities. Fulfil Emirates online queries and other complex activities such as medical cases and special services. • Deputise for the Customer Sales and Service Team Leader in their absence and provide help and act as a role model to junior team members. • Actively be involved in suggesting new ideas and providing recommendations on the improvement of the service provided; thereby increasing revenue and ensuring Emirates success as a market leading airline. • Ensure that all necessary ticket related documentation is filed; time tables updated; brochures; sale and promotional material is properly displayed on individual counters and around thereby providing various options to the customer which will assist in increasing sales. • Support the Customer Sales & Service Team Leader on closing the end of day sales and banking monies received. DEC2009- Dec 2011 FRONT OFFICE TEAM LEADER Centro Rotana Sharjah Hotel - Sharjah International Airport • Ensure that all concerned departments are informed in regards of room moves, no-shows, early arrivals, special requests, repeat guests or other guest preferences. • · Be fully aware of Credit Policy and supervise compliance. Inform your manager and concerned departments about any possible credit risks. • · Have a thorough knowledge on virtual concierge and ensure that all guest requests and information updated in OPERA and communicated to other departments. • · Have a thorough knowledge of OPERA, , Guest ware and other front office related operational software. • · Run the night operations for the hotel, ensure proper closing of the day and delivery of the reports. • · Identify and resolve guests problems efficiently and resolve to the guest satisfaction • · Assuring that all front office receptionists are continually updated with hotel rates, packages and discounts • · Supervise compliance of FO Receptionists in Cash handling procedures to maintain an accurate float. 2006-2009 Front office shift leader Le Meridian Pyramids Hotel – Cairo –Egypt • Supervise front desk associates to ensure that all hotel policies, procedures, regulations and standards are followed. • Ensuring that front desk operations runs smoothly in a professional manner at all times. • Perform all front desk related responsibilities and duties when assigned or required. • Assume leadership in the absence of front desk manager • Ensure appropriate and adequate training of all front desk associates including all on-the-job, off-the- job and 15min training. • · Have a thorough knowledge of Starwood products and services.
• · Check House Count to establish selling strategy for the shift. Monitoring it regularly during shift and responding to any changes. • · Ensure daily all forms of communication are used to full capacity and relevant information is handed over to the next shift throughout the shift and briefings. • · Ensure smooth check-in and check-out of all guests, and proper handling of all guest accounts. • · Supervise compliance of FO Receptionists in Cash handling procedures to maintain an accurate float. Training: Sept 2008 ICDL , Cairo , Egypt Training on Advanced {word- excel-access-PowerPoint-Outlook-ms project-publisher} {Internet-IT-Photoshop- network-windows"98,mill,xp,vista,7} Very Good knowledge of{most computer Maintenance programs} Mar.2009 MSCC, Cairo, Egypt Training on Maintenance of hardware and software Developed Language and Computer skills. Enhanced Presentation & project development skills. Acquired basic business skills including: marketing, sales, banking, accounting, business correspondence and report writing. Technical skills Operating Systems: • Aviation Systems ( Altea -Saber –Mars –Navitair-Macs -Sabersoniq- Easy Mars ) • Excellent knowledge of MS Office Package • Hotels Systems (Fidelio –Opera) • Maintenance and solve specific problems with computers and laptop. • Re-programming, structure and construction of communication networks and programming of communication devices for Internet. Languages Arabic: Mother tongue English: Excellent command (Spoken & Written). Personal skills • Sound organizational skills with the ability to project manage multiple tasks in order to meet deadlines • Self-motivated and dedicated with the desire to take ownership of work and be accountable for results • Have excellent communication skills. • Organized thinking, dedication, loyalty
• Have great ability to work under pressure. • Creativity, honesty, patience, neatness • Hard worker and appreciate teamwork spirit.
• Have great ability to work under pressure. • Creativity, honesty, patience, neatness • Hard worker and appreciate teamwork spirit.

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Adel new 1

  • 1. ADEL ABDEL NABY KORANY FARAG Personal Information Nationality: Egyptian Date of birth/Location: September 13th , 1984, Cairo, Egypt. Marital Status: Married Address: Kuwait Street –Naumia 1 –Ajman –United Arab Emirates Email: adel_koki2002@yahoo.com Tel: +971 50 85 49 571 /06 731 92 28 Objectives Since I believe-in Team Work soul also believe that Talent wins games, but teamwork and intelligence wins championships .I am seeking a challenging position which will utilize my skills, strategic thinking, critical analysis helping me contribute to your firm’s continuous success Team and achieving The organization goals. Education: 2002-2006 Cairo University, Cairo, Egypt Faculty of Arts Major:- History Experience: Jul2013- Current Customer service Agent Dubai International Airport –terminal 1 Transferred from DWC International Airport. .(opening Team )
  • 2. • Providing high quality service to the customers at designated areas of Check-in, Boarding Gates and Transfer Desk and MHB (Mishandled Baggage). • Display excellent customer service skills, team work and understanding to achieve customer satisfaction. Strive as part of a dedicated team to avoid complaints and earn compliments. Ensure excellent discipline and grooming standards are displayed at all times while on duty. Always adhere to the set service standards and procedures so that the passengers are handled in a friendly and efficient manner. • Ensure that all the requests and completion remarks are updated accurately in the system and that all charge notes are generated and authorised for billing. Generate a list of pending requests from the system to analyse advance work load profile. • Ensure that the handling requirements of the various categories of passengers (e.g. unaccompanied minors, young passengers, wheelchair, elderly and passengers with special needs etc.) have been met and that special services and facilities are provided to meet any special services requirements by the customers. • Ensure effective communication with the passengers and the senior management and update if any flight or service delays is anticipated. • Ensure allocated flights are opened/closed and edited as per the defined configuration and the airline specific requirements. • Ensure flight control sheets are maintained for each flight and message with regards to PNL, ADL, SOM, and LDM are actioned and filed. • Regularly update the system with configuration, booked load and actual load of the flight allocated. • Control flights (where applicable) through the various DCS by assessing passenger load and amending levels for No Recs/Go Show, staff acceptance, upgrading and downgrading according to the airline specific requirements. Jan 2012- Jul2013 CUSTOMER SALES & SERVICE AGENT Emirates Airline Global Contact Centre. • Provide highest level of service in order to sell Emirates high value airline tickets and services and to assist premium customers with managing their travel plans. Assist Team Leader and support junior staff. Work as part of a team to achieve individual; station and network Commercial objectives. • Issue Emirates tickets to customers ensuring that all necessary airline rules and regulations are incorporated and that the customer request is met in order to provide them with excellent service. Highlight to customers the legal requirements covering their journey such as passport; visa & health requirements and other details such as check- in place and time. • Actively enhance Emirates revenue earnings by providing options to customer on all products and services such as Skywards membership; DBB; Dubai stopovers; hotel bookings and upgraded fares.
  • 3. • Actively be involved in suggesting new ideas and providing recommendations on the improvement of the service provided; thereby increasing revenue and ensuring Emirates success as a market leading airline. • Keep abreast of Emirates Group news and updates to ensure relevant professional and company standards are maintained. • Support Travel Agents by assisting them in making bookings with special arrangements. Advise and guide Travel Agents on quoting special fares and completing ticketing formalities. Fulfil Emirates online queries and other complex activities such as medical cases and special services. • Deputise for the Customer Sales and Service Team Leader in their absence and provide help and act as a role model to junior team members. • Actively be involved in suggesting new ideas and providing recommendations on the improvement of the service provided; thereby increasing revenue and ensuring Emirates success as a market leading airline. • Ensure that all necessary ticket related documentation is filed; time tables updated; brochures; sale and promotional material is properly displayed on individual counters and around thereby providing various options to the customer which will assist in increasing sales. • Support the Customer Sales & Service Team Leader on closing the end of day sales and banking monies received. DEC2009- Dec 2011 FRONT OFFICE TEAM LEADER Centro Rotana Sharjah Hotel - Sharjah International Airport • Ensure that all concerned departments are informed in regards of room moves, no-shows, early arrivals, special requests, repeat guests or other guest preferences. • · Be fully aware of Credit Policy and supervise compliance. Inform your manager and concerned departments about any possible credit risks. • · Have a thorough knowledge on virtual concierge and ensure that all guest requests and information updated in OPERA and communicated to other departments. • · Have a thorough knowledge of OPERA, , Guest ware and other front office related operational software. • · Run the night operations for the hotel, ensure proper closing of the day and delivery of the reports. • · Identify and resolve guests problems efficiently and resolve to the guest satisfaction • · Assuring that all front office receptionists are continually updated with hotel rates, packages and discounts • · Supervise compliance of FO Receptionists in Cash handling procedures to maintain an accurate float. 2006-2009 Front office shift leader Le Meridian Pyramids Hotel – Cairo –Egypt • Supervise front desk associates to ensure that all hotel policies, procedures, regulations and standards are followed. • Ensuring that front desk operations runs smoothly in a professional manner at all times. • Perform all front desk related responsibilities and duties when assigned or required. • Assume leadership in the absence of front desk manager • Ensure appropriate and adequate training of all front desk associates including all on-the-job, off-the- job and 15min training. • · Have a thorough knowledge of Starwood products and services.
  • 4. • · Check House Count to establish selling strategy for the shift. Monitoring it regularly during shift and responding to any changes. • · Ensure daily all forms of communication are used to full capacity and relevant information is handed over to the next shift throughout the shift and briefings. • · Ensure smooth check-in and check-out of all guests, and proper handling of all guest accounts. • · Supervise compliance of FO Receptionists in Cash handling procedures to maintain an accurate float. Training: Sept 2008 ICDL , Cairo , Egypt Training on Advanced {word- excel-access-PowerPoint-Outlook-ms project-publisher} {Internet-IT-Photoshop- network-windows"98,mill,xp,vista,7} Very Good knowledge of{most computer Maintenance programs} Mar.2009 MSCC, Cairo, Egypt Training on Maintenance of hardware and software Developed Language and Computer skills. Enhanced Presentation & project development skills. Acquired basic business skills including: marketing, sales, banking, accounting, business correspondence and report writing. Technical skills Operating Systems: • Aviation Systems ( Altea -Saber –Mars –Navitair-Macs -Sabersoniq- Easy Mars ) • Excellent knowledge of MS Office Package • Hotels Systems (Fidelio –Opera) • Maintenance and solve specific problems with computers and laptop. • Re-programming, structure and construction of communication networks and programming of communication devices for Internet. Languages Arabic: Mother tongue English: Excellent command (Spoken & Written). Personal skills • Sound organizational skills with the ability to project manage multiple tasks in order to meet deadlines • Self-motivated and dedicated with the desire to take ownership of work and be accountable for results • Have excellent communication skills. • Organized thinking, dedication, loyalty
  • 5. • Have great ability to work under pressure. • Creativity, honesty, patience, neatness • Hard worker and appreciate teamwork spirit.
  • 6. • Have great ability to work under pressure. • Creativity, honesty, patience, neatness • Hard worker and appreciate teamwork spirit.