Ahmed Alrashidi

flydubai

flydubai operates from 18 destinations in Saudi Arabia, with a weekly flight schedule of 160 flights. Our network extends to 140 destinations worldwide.

My responsibilities included:

• Developing and implementing sales strategies to achieve sales targets.
• Building and maintaining relationships with travel agencies, corporate clients, tour operators, and other partners.
• Identifying new business opportunities and markets for airline services.
• Negotiating contracts and fares with clients to maximize profitability.
• Coordinating with other departments such as marketing, operations, and customer service to ensure client satisfaction.
• Conducting market research and staying updated on industry trends to stay competitive.
• Preparing sales reports, forecasts, and budgets for management.
• Attending industry events, trade shows, and networking functions to promote the airline.
• Providing excellent customer service and resolving any issues or complaints.
• Training and guiding sales teams or agents, if applicable.
• Led performance reviews, identified areas for improvement.
• Handled all correspondence and dealings with the General Authority of Civil Aviation (GACA) regarding requests, approvals, bank guarantees, and regulatory compliance to ensure smooth operational approvals and adherence to aviation regulations.

flydubai Holidays

flydubai Holidays is a holiday package service offered by flydubai, combining airline flights with a range of travel experiences such as hotels, tours, and activities. It allows travelers to book comprehensive vacation packages, making travel planning more convenient by bundling flights and accommodations together.

My responsibilities included:

• Developing and executing sales strategies to promote and grow the holiday package business, achieving sales targets and increasing market share.
• Designing attractive holiday packages by collaborating with hotels, tour operators, and service providers.
• Building and maintaining strong relationships with travel agents, corporate clients, industry partners, and suppliers.
• Leading marketing efforts to promote flydubai Holidays through various channels, including digital marketing, industry events, and partnerships.
• Overseeing the sales team, setting targets, providing training, and ensuring performance aligns with organizational goals.
• Conducting market research and analysis to monitor industry trends, customer preferences, and competitor activities.
• Organizing and participating in Familiarization (FAM) trips to promote new destinations, enhance partner relationships, and increase sales.
• Conducting market awareness activities for new aircraft, business lounges, airport processes, and Destination Management Companies (DMCs) in each country.
• Coordinating with operations, reservations, and support teams to ensure seamless booking processes and high service quality.
• Managing budgets, pricing strategies, and profitability to optimize revenue.
• Preparing sales reports, forecasts, and performance analysis for management.
• Traveling to various markets; has conducted FAM trips to destinations such as Thailand, Malaysia, UAE, Czech Republic, Georgia, and Azerbaijan.

• Overseeing daily call center operations to ensure efficient and effective customer service delivery.
• Leading, coaching, and motivating customer service agents; conducting hiring, training, and performance evaluations.
• Managing the recruitment and onboarding of new staff to maintain staffing levels and service quality.
• Ensuring the team provides prompt, professional assistance to passengers on reservations, ticketing, baggage, cancellations, and inquiries.
• Developing and implementing policies, procedures, and standards to improve customer experience and operational efficiency.
• Monitoring key performance indicators (KPIs) such as call wait times, resolution rates, customer satisfaction scores, and agent productivity; driving continuous improvement.
• Handling escalated customer complaints and queries to ensure timely and satisfactory resolution.
• Collaborating with departments such as sales, marketing, operations, and IT to support overall business objectives.
• Utilizing CRM tools like Salesforce to manage customer interactions, track inquiries, and improve service delivery.
• Preparing performance reports, analyzing trends, and providing insights to senior management.
• Ensuring the call center's systems and technologies are up-to-date and functioning correctly.
• Maintaining compliance with airline policies, safety regulations, and quality assurance standards.

• Supervising daily operations of the customer service and call center teams to ensure efficient and smooth service delivery.
• Leading, mentoring, and motivating customer service agents and call center staff to maintain high service standards.
• Managing staff scheduling, recruitment, onboarding, and ongoing training of team members.
• Handling escalated customer complaints and inquiries to ensure timely and satisfactory resolutions.
• Monitoring KPIs such as call resolution time, customer satisfaction scores, and agent productivity; providing coaching and performance feedback.
• Implementing and ensuring compliance with airline policies, safety regulations, and service standards.
• Conducting continuous training sessions to improve customer service skills, product knowledge, and operational procedures.
• Monitoring quality assurance through call and interaction reviews and providing coaching for improvement.
• Preparing performance reports and analyzing metrics to identify areas for process improvement.
• Utilizing CRM tools like Salesforce to manage customer interactions and streamline service processes.
• Served as the CRM "Salesforce" Champion and the point of contact between the Salesforce team and all flydubai departments for system training, testing, and enhancements.
• Acted as the primary point of contact for the agency support team and reservation support, responsible for service levels, training, system navigation, product knowledge, and resolving system technical issues.
• Collaborating with other departments such as Sales, Operations, and Marketing to meet customer needs and enhance overall service quality.

I worked as a Call Center Supervisor at IGT, an outsourcing company responsible for managing flydubai's call center operations. In this role, I supervised a team of agents, ensuring they delivered exceptional customer service, maintained high performance standards, and adhered to airline policies and procedures.

Responsibilities:

• Supervised daily call center operations for outsourced flydubai customer service, reservations, and support teams.
• Managed, led, and motivated a team of call center agents to ensure high-quality customer interactions and met performance targets.
• Managed staffing levels, created shift schedules, and coordinated resource allocation to handle call volume effectively.
• Monitored and analyzed agent performance metrics such as call resolution, average handling time, and customer satisfaction scores; provided coaching and feedback for continuous improvement.
• Ensured team compliance with airline policies, safety regulations, and service standards.
• Delivered ongoing training on airline products, policies, reservation systems, and customer service skills to improve agent competency.
• Conducted quality assurance reviews by monitoring calls and interactions, and implementing coaching to maintain service quality.
• Managed escalated customer inquiries and complaints that agents could not resolve independently, ensuring timely resolution.
• Served as the primary point of contact for the airline client, providing regular updates and coordinating on operational issues.
• Maintained effective communication between the outsourcing team and flydubai, ensuring alignment with service level agreements (SLAs) and operational expectations.
• Collaborated with airline systems and tools, including CRM platforms like Salesforce, to manage customer interactions and system-related issues.
• Identified and addressed system technical issues, and coordinated with IT support and the airline’s internal teams for system testing and troubleshooting.
• Prepared and presented performance reports for senior management and the airline client.
• Ensured adherence to confidentiality, security policies, and data protection regulations.

• Handling Customer Inquiries: Responding professionally and efficiently to customer calls related to general information about products and services.
• Billing Support: Assisting customers with billing-related questions, such as bill explanations, payment issues, plan changes, and billing discrepancies.
• Technical Support for Devices: Providing assistance and troubleshooting support for Blackberry and iPhone devices, including setup, network issues, software updates, and device configurations.
• Resolving Customer Issues: Diagnosing and resolving technical and service-related issues, aiming for first-call resolution whenever possible.
• Providing Product Information: Educating customers about Etisalat’s products, packages, plans, and value-added services.
• Documenting Customer Interactions: Accurately recording all customer details, inquiries, and resolutions in the CRM system.
• Maintaining Knowledge: Staying updated on new products, services, and technical solutions to provide accurate and timely assistance.
• Meeting Performance Standards: Achieving targets for call quality, customer satisfaction, and productivity metrics.
• Adhering to Policies: Following company policies, security procedures, and confidentiality guidelines during all customer interactions.