This document contains personal and professional details for Ibrahim Mahmoud Mohamed Abou ShoSha. He has over 5 years of experience in customer service roles, including his current position as an Airport Service Officer in Dubai since 2013. Previously, he held roles providing customer service for telecommunications companies in Egypt from 2012-2013 and was an Airline Ticketing Officer in Egypt from 2011-2012. Ibrahim has a Bachelor's degree in Tourism from Helwane University in Egypt.

1. Ibrahim Mahmoud Mohamed
Abou ShoSha
Personal Details
Tel : +971558160922
Date of birth: 14th of April, 1990.
Nationality: Egyptian.
Gender : Male.
Marital Status: Single.
Visa : Resident visa
Address: Alqusais_Dubai.
Email: ibrahimmahmoud2012@yahoo.com
Education and Qualifications
Bachelor of tourism (2008 -2011).
Faculty of Tourism & Hotels.
Helwane University.
Degree: Good.
Language skills
English : written & spoken English Fluent.
Arabic : Native.
Work Experience
Service oriented professional grown from Entry level
support staff to Customer support and Sales Resource with
exposure to work with limited supervision.
Airport Service Officer,
Dubai Air-Port, UAE 2013 – Till Date
Customer service ,
Vodafon,Mobinil,and TE-Data, Egypt 2012 – 2013
Airline ticketing officer,
Al-Nomani tours, Egypt 2011 – 2012
Key Skills:
Area of Expertise
 Back end Operations
 Data Collecting & Recording
 Contracted Service
 Ability to Inspire Confidence
 Eye for Details
 Coordinate with shop floor workers
 Project Coordination
 Customer Problem Solving
 Documentation & Filing
 Admin Services
 Cross Selling
 Branding
Proven Strength
 Excellent communication skills
 Be enthusiastic and dependable
 Be focused and goal oriented
 Be able to achieve sales objectives
 Achieve high customer satisfaction
 Have good organisational skills
 Ability to multitask
 Be able to work with teams or groups
 Be inventive and resilient
TRAININGS
 Attended Amadeus selling platform (e-ticket
course) IATA.
 Participated in “Telephone Ethics and
Emailing Skills”.
 Trained on Advance Computer skills and MS
office Suite.
 Attended international computer licence
(ICDL).
Career Summary
Experienced and versatile Customer Service professional, Customer Service and Call-Center
including Preparation of Reports, Handling customer queries, and Legal Support with professional
organization. Passionate and energetic resource with Can Do attitude, willing to take challenging
and experiential opportunity enables knowledge and growth opportunities

2. Key Roles
 Ensure agreed customer service standards are consistently met
 Supervise the day-to-day Business Operation
 Consistently monitor staff levels and liaise with management regarding any adjustments
required
 Liaise with other Team Leaders to ensure a consistent approach towards management of
Customer Services Representatives and Procedures
 Provide leadership, guidance and support to the Customer Services Representatives
 Consistently monitor systems with a view to recommending changes / update to improve
them
Airport Service Officer,
Dubai Air-Port, UAE May2013 – Till Date
Role Summary:
Plan, organise and control all aspects related to passengers and baggage handling on a shift basis. This is in
order to deliver quality service, consistent with the safety and security standards set by Airport Authorities.
Responsibilities:
 Dealing with passenger enquiries about flight departures and arrivals
 Checking passengers in
 Giving seat numbers
 Providing boarding passes and luggage labels
 Telling passengers about luggage restrictions
 Weighing baggage and collecting any excess weight charges
 Taking care of people with special needs, and unaccompanied children
 Calming and reassuring nervous passengers
Customer service ,
Vodafon,Mobinil,and TE-Data, Egypt 2012 – 2013
Responsibilities:
Receiving calls from the customer and try to know complements from him after then try to solve the
problem in telephone.
.trying to inform to the customer for the new offer and try to do by the perfect way
Eveyday I had between 300 or 360 calls per day
Airline ticketing officer,
Al-Nomani tours, Egypt 2011 – 2012
Role Summary:
This position in the airline industry can be considered entry level with an emphasis on previous customer
service experience. This person is your first human contact with the airlines before boarding a flight.
Responsibilities:
 Airline ticketing officers handle ticket sales for airline at airports
 Ticketing agents are expected to be clean and neat in appearance in accordance with
airline standards
 Good communication skills are also important since the ticketing agent with deal with
Customers in every aspect of the position

Hobbies:
 Swimming, football, surfing net, social activities, computers, walking, travelling.