Master Life Coach with Emotional Intelligence and Transactional Analysis , Goulding Sleep Talk for children (Consultant ).  a difference within a company, where the difference is the excellence of behavior and performance of the human resources. To workTo make within an established organization in the fields of Automotive Company, Airlines, Banking, Sales Operations, Service Industry, FMCG, Supply Chain and Logistics Fields.

1. Samir Ibrahim Koujan
Dubai, UAE – Residence Visa
Mobile: +971-55 8979090 / +971-55 9890770
s.koujan@hotmail.com
Nationality: Lebanese
CAREER OBJECTIVE
Master Life Coach with Emotional Intelligence and Transactional Analysis , Goulding Sleep Talk for children (Consultant ). To make
a difference within a company, where the difference is the excellence of behavior and performance of the human resources. To work
within an established organization in the fields of Automotive Company, Airlines, Banking, Sales Operations, Service Industry,
FMCG, Supply Chain and Logistics Fields.
CAREER SUMMARY
Accomplished and dynamic professional Customer Service Manager and Sales Manager, consistently recognized for achieving
company goals, effective client relationship management, and ability to develop sales strategies with more than 20 years of
experience within the UAE and Kuwait. Delivering profitable solutions to attract and maintain accounts and customers, and propel
company growth. Efficient and highly motivated with working knowledge of the principles and techniques of effective supervision and
training, and proven ability to work effectively in busy environments with positive results. Strong background in managing luxury cars
in an automotive industry. Deep knowledge of vehicle operations. Solid understanding of Sales Representative brand, developing
creative ways for building a strong channel base & systems which facilitate consistent follow-up & foster customer satisfaction.
Results- & success-driven history of driving companies' success increase in revenue growth through long term vision, creativity, &
an intuitive sense for 'what works' in marketing, advertising, & product development. Proven ability to increase market share,
outperform competition, & increase profits. Communication skills demonstrated through verbal & writing abilities, client relations,
expertise, customer service skills, training new employees, & the ability to produce in-depth reports. Recently took a year off to
focus on coaching skills set and becoming a single parent to a teenager.
• Emotion Freedom Techniques (EFT)
• Team Leadership / Team Building
• Staff Training in human communications
• Transactional Analysis (TA)
• EQ ( Emotional Intelligence )
• NLP Coach and personal development
• Market Expansion/Promotion
• Sales Forecasting / Sales Operations
• Customer Service / Problem Solving
• Operations Management
EMPLOYMENT EXPERIENCE
Family Motors 2014-present
Sales Manager :
Principal Responsibilities:
1. Responsible for the achievement of new car sales objectives as established by the Dealer Principal.
Such objectives include but are not limited to the mix of stock, gross margins and volume.
2. Employ new car sales persons in association with the Dealer Principal.
3. Plan and conduct regular training programs for Sales persons.
4. Assign and manage the work of Salespersons each day, review previous day’s/week’s sales,
analyses results and directly assist in the achievement of sales targets and budgets.
5. Oversee the sales of Salespersons and make any necessary corrections at regular training
meetings.
6. Plan and use contacts and other incentives to encourage sales.
7. Plan and implement new car sales follow-up system, etc. and approve all retail sales orders.

2. 8. Attend approved training programs and required meetings.
9. Display new vehicle stock to the best advantage.
10. Understand and apply company and franchise policies and procedures.
11. Ensure demonstrations and new cars are mentioned and delivered in accordance with the company
and franchise policies and procedures.
Emirates Airlines, Dubai, UAE – 1997 to 2014
Cabin Service Director (Flight Purser)
v Job Responsibilities:
§ Supervise all cabin service related activities in order to ensure a maximum of professional and friendly passenger service.
§ Cooperate with the Crew Training Department in establishing the requirements for employment that cabin personnel (cabin
attendant) have to meet, and in establishing check and training syllabi and procedures.
§ Responsible for the oversight and coordination of all Inflight sales, reports, and documents.
§ Direct and manage a team of 18 on board the aircraft for ensuring highest standards of safety and security requirements are met
and observed at all time by all the crewmembers.
§ Responsible for leading, facilitating, and managing all resources (time, product and people) to deliver a world class customer
service on board that meet and exceed customer expectations, in order to create customer loyalty so that Emirates Airlines
becomes first choice of travel by passengers.
§ Ensure crew fitness for flights, legal and mandatory document verification, safety, security knowledge and standards, service
knowledge and standards, grooming standards are followed by cabin crew.
§ Provide feedback to the IFS Management on all operational matters, product standards, performance of suppliers and service
providers – catering, cleaning, traffic, engineering, ground handling etc.
§ Assess crew performance and provide reports identifying crew strength and areas needing development.
§ Communicate to crew all the latest changes to procedures, special information & important notifications from the Management.
§ Display exemplary behavior to maintain a safe work environment and be a role model for the team.
§ Support, guide and coach team members to be caring, warm and courteous to all passengers regardless of class, nationality,
culture, race or creed so that customers are treated equally without discrimination.
§ Ensure passengers with special needs and or expectations receive special care and attention as per Emirates Airlines Services
specially designed for them.
Multi choice ME (DSTV), Jebel Ali, Dubai – 1996 to 1997
Sales & Customer Service Consultant
v Job Responsibilities:
§ Administer all customer orders, provide appropriate consultation to customer for various products & services & place order
accordingly.
§ Manage all customer issues and resolve all complaints effectively.
§ Manage all customer inquiries & ensure appropriate assistance in compliance with company policies and procedures.
§ Responsible for delivering a world class customer service that meet and exceed customer expectations, in order to create customer
loyalty so that MULTICHOICE becomes first choice of customers.
§ Manage out-bound calls promoting the sales of Pay Channels ( Showtime / ART) & Hardware - Decoders / Satellite Equipment’s to
customers globally inbound calls, customer queries/ complaints received via - email / on-line/ phone calls from customers for the
Billings, value added services, network complaints and subscription membership.
§ Developed the ability to be caring, warm and courteous to all customers regardless of class, nationality, culture, race or creed so
that customers are treated equally without discrimination.
§ Provide guidance and advice to junior staff, liaise with – customers, operations team to provide guidance and resolve customer
queries & complaints and ensure the services are delivered as per stipulated international /local standards within the precision
timing schedule.
§ Reviewed customer complaints, referring complaints of service failures to designated departments for investigation.
§ Ensured Service Level Agreements in the Department are strictly followed for both internal and external customer satisfaction.
EDUCATION AND CERTIFICATION
Goulding Sleep talk for Children ”Consultant” :-
The Goulding SleepTalk® process is the two minute gift you give your children that lasts a lifetime. The Goulding
SleepTalk® process is easy to learn, takes parents only a few minutes daily at bedtime, and it can’t be “done wrong”. It’s
absolutely safe, ethical and positive. SleepTalk® is for people who are looking for a simple, non-intrusive self-esteem and
behavior change process for children that can help parents achieve what they want most – happy children and happy
families.
The process is about developing a child’s emotional resilience, the mind’s firewall, which protects against negative

3. suggestions; much like a firewall on a computer protects it from outside interference and damage.
“Speak well to yourself because your deep mind is always listening.”
“SleepTalk® is an invaluable aid for families and therapists in improving
family attitudes and intimacy. The program is easily and unobtrusively
implemented and can be readily adapted to suit all children and family contexts.”
Transactional Analysis (TA) :-
*Transactional analysis (TA to its adherents), is a psychology idea that humans are social creatures and that a
person is a multi-faceted being that changes when in contact with another person in their world.
At any given time, a person experiences and manifests his or her personality through a mixture of behaviours, thoughts,
and feelings. Typically, according to TA, there are three ego-states that people consistently use:
• 'Parent ("exteropsyche"):' a state in which people behave, feel, and think in response to an unconscious mimicking of
how their parents (or other parental figures) acted, or how they interpreted their parent's actions. For example, a
person may shout at someone out of frustration because they learned from an influential figure in childhood the
lesson that this seemed to be a way of relating that worked.
• 'Adult ("neopsyche"):' a state of the ego which is most like an artificially intelligent system processing information and
making predictions about major emotions that could affect its operation. Learning to strengthen the Adult is a
goal of TA. While a person is in the Adult ego state, he/she is directed towards an objective appraisal of reality.
. Child ("archaeopsyche"):' a state in which people behave, feel, and think similarly to how they did in childhood. For
example, a person who receives a poor evaluation at work may respond by looking at the floor and crying or pouting, as
when scolded as a child. Conversely, a person who receives a good evaluation may respond with a broad smile and a
joyful gesture of thanks. The Child is the source of emotions, creation, recreation, spontaneity, and intimacy.
• Emotion Freedom Techniques : EFT Practitioner
• Remove Negative Emotions
• Reduce Food Cravings
• Reduce or Eliminate Pain
• Implement Positive Goals
EFT is a form of psychological acupressure, based on the same energy meridians used in traditional acupuncture
to treat physical and emotional ailments for over five thousand years, but without the invasiveness of needles. instead,
simple tapping with the fingertips is used to input kinetic energy onto specific meridians on the head and chest while you
think about your specific problem - whether it is a traumatic event, an addiction, pain, etc. -- and voice positive
affirmations.
• Neuro linguistic Phycology programming NLP Master Coach ( Life Coaching )
• NLP is a pragmatic school of thought - an'epistemology' - that addresses the many levels involved in being human. NLP is a multi-
dimensional process that involves the development of behavioral competence and flexibility, but also involves
strategic thinking and an understanding of the mental and cognitive processes behind behavior. NLP provides
tools and skills for the development of states of individual excellence, but it also establishes a system of
empowering beliefs and presuppositions about what human beings are, what communication is and what the
process of change is all about. At another level, NLP is about self-discovery, exploring identity and mission. It
also provides a framework for understanding and relating to the 'spiritual' part of human experience that reaches
beyond us as individuals to our family, community and global systems. NLP is not only about competence and
excellence; it is about wisdom and vision.
• ‘NLP Master Coaching’?
• Simply the most powerful and effective coaching method available. There are different types of coaching, but NLP
coaching gets concrete results faster than others. Because NLP is based on the study of human excellence, NLP
Coaching is the result of studying and utilizing the most effective forms of coaching and communication skills
available—and combining this with the leading edge knowledge on human behavior and thinking patterning. help
clients break through their barriers to success and remove limited thinking patterns
• As an NLP Coach We will have access to the most advanced tools and strategies and methods for assisting
individuals to clarify outcomes, align their values, remove any obstacles from the past and seek out and
implement the specific strategies that will give them more assured success in the future.
Coaching works through a dynamic partnership focused entirely on you and your agenda.
A professional coach is there to support you in getting what you want out of life. A coach can be a confidant, a taskmaster, and
Coaching is a partnership devoted solely to empowering you to achieve your goals for personal and business success.
Emotion Intelligence :- EQ

4. What is Emotional Intelligence?
We all have different personalities, different wants and needs, and different ways of showing our emotions. Navigating
through this all takes tact and cleverness – especially if we hope to succeed in life. This is where EI becomes important.
EI is the ability to recognize your emotions, understand what they're telling you, and realize how your emotions affect people around
you. It also involves your perception of others: when you understand how they feel, this allows you to manage relationships more
effectively.
People with high EI are usually successful in most things they do. Why? Because they're the ones that others want on their team.
When people with high EI send an email, it gets answered. When they need help, they get it. Because they make others feel good,
they go through life much more easily than people who are easily angered or upset.
• Observe how you react to people. Do you rush to judgment before you know all of the facts? Do you stereotype? Look honestly at
how you think and interact with other people. Try to put yourself in their place , and be more open and accepting of their
perspectives and needs.
• Look at your work environment. Do you seek attention for your accomplishments? Humility can be a wonderful quality, and it
doesn't mean that you're shy or lack self-confidence. When you practice humility, you say that you know what you did, and
you can be quietly confident about it. Give others a chance to shine – put the focus on them, and don't worry too much
about getting praise for yourself.
• Do a self-evaluation. What are your weaknesses? Are you willing to accept that you're not perfect and that you could work on
some areas to make yourself a better person? Have the courage to look at yourself honestly – it can change your life.
• Examine how you react to stressful situations. Do you become upset every time there's a delay or something doesn't happen the
way you want? Do you blame others or become angry at them, even when it's not their fault? The ability to stay calm and in
control in difficult situations is highly valued – in the business world and outside it. Keep your emotions under control when
things go wrong.
• Take responsibility for your actions. If you hurt someone's feelings, apologize directly – don't ignore what you did or avoid the
person. People are usually more willing to forgive and forget if you make an honest attempt to make things right.
Examine how your actions will affect others – before you take those actions. If your decision will impact others, put yourself
in their place. How will they feel if you do this? Would you want that experience? If you must take the action, how can you
help others deal with the effects?
The International University of Missouri, Dubai
« Bachelor’s Degree in Business Administration
- Quality / Marketing & Communication Management).
- Advertising, Computers, HR Management, Sales Management, Export Import Management, Business Organization,
Financial Management
- International Business, Retailing Management, Office Management, Quality Management.
- Business Correspondence, Total of Quality Management.
TRAINING AND COURSES
Ä Neuro Linguistic Programming Basic practitioner-2014
Ä Neuro Linguistic Programming Master Level- 2014
Ä Neuro Linguistic Programming Coaching-2014
Ä Emotion Freedom Techniques (EFT)-2014
Ä Transactional Analysis (TA)-2014
Ä Emotional Intelligence (EQ)-2015
Ä Goulden SleepTalk (Children’s Consultant )-2015
PARTICIPATION
q Helping And Associate Charity With People In Need – In Dakka Bangladesh And Africa Emirates Centre
Awards
ü Rewarded Mabrouk Award with Emirates Airlines ( Crew Member Of the Month of May 1998) for my compassion towards as
unwell elderly Passenger , I attended the gentlemen throughout the flight and in addition disembarked in Dubai with him to get him a
hotel room providing him with cash from my own funds.
ü Certificate of Achievement with emirates for achieving 100% Annual Safety and emergency procedure – 2002
ü Certificate of Achievement with emirates for achieving 100% Annual Safety and emergency procedure – 2003
ü Rewarded Mabrouk Award with Emirates Airlines (Crew Member of the Month of Jun 2003) For Saving a Life of Passenger during
the flight - Professional Handling of a Medical case on Emirates Flight.
ü Certificate Of Achievement with emirates for achieving 100% Annual Safety and emergency procedure – 2004

5. SPECIAL SKILLS
Computer & IT:
Microsoft Office™ (Word™, Excel™ PowerPoint™) / All operating Systems / Internet
-Sales and customer service Quality adviser
Language:
English – Fluent / Arabic – Native
Strength:
Self-motivation and honesty
Decisive and forward thinking, with strong vision and strategic capability
Ability to network and liaise with clients at every level
Capable of operating within highly competitive industries
Excellent communication skills both written and verbal
Motivational and credible with highly effective interpersonal skills
Ability to persist with a task until objective is achieved
Strong and quick acquiring of new technologies
Problem solving
Emotion intelligence and relationship Specialist (performance coaching )
Emirates Training College ( Leadership Department)
PROFESSIONAL REFERENCES
o Available upon request