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AMR HESHAM Oracle Software

Kuwait 6,000EGP / hour AHK-Resume.docx
Microsoft office
customer services

 

 

 

Dear Sirs

 

 

 

I would like to seize the opportunity to submit my C.V. to you, hoping to give a comprehensive idea about the substantial achievements I have fulfilled through my education and career development and provide you with the factual data regarding my background and interests.

 

By this introduction letter I would wish to enable you to examine my personal qualifications and to get some aspects of my character, believing in the importance of both the educational and personal skills that may help you in your decision fully and fairly consider how well my education standard, previous experience and personal ability match your need and meet your expectations.

 

From personal experience I have learned flexibility, containment people and circumstances, added to my willingness with care and concern to help and to cooperate with people surrounding me.

 

Finally, I hope I have succeeded to draw headlines about my character and I have met your expectation and acceptance.

 

Sincerely Yours

Amr Hesham

 

 

 

 

 

 

 

 

 

 

 

 

AMR HESHAM

+965-65729701 [email protected]

 

 

 

 

Highly motivated Customer Service with excellent interpersonal and communications skills.

Strong organizational and analytical skills.

Attentive to details with the ability to quickly assimilate new concepts and attitudes.

Dedicated to work for high results and add-on averages.

Fluent in written and spoken English / Arabic Languages.

Nationality: Egyptian – Marital Status: Married – DOB: 12 Jul 1987 Kuwait valid  residency.

 

 

 

Professional Profile:

 

I’m an ambitious dynamic individual with forward thinking mind set; having skills, capabilities, and 9 years of professional experience that enables me to operate directly and in directly a multitude of operations & functions with great attention to exceeding goals required.

 

During my years of experience, I have operated in different functions from community to human resources, medical insurance & life insurance production underwriter in which I have acquired skills in different dimensions including and not limited to customer service, marketing, insurance, medical insurance, aviation, sales and HR. Such professional experience enabled me to implement organization goals, strategies & objectives maximizing team potential & organization revenues.

 

I’m looking to obtain a position that would utilize and upscale my skills, be part of a successful team and organization, provide excellent services to customers & create an efficient and productive workplace.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Relevant Experience:

 

January 2018 – Present

Boubyan Takaful, Kuwait

Technical Medical & Life Underwriter / HR Specialist ( 2019 – Present)
Key responsibilities
•       Preparing or updating employment records related to hiring, transferring, promoting, and terminating.

•       Explaining human resources policies, procedures, laws, and standards to new and existing employees.

•       Ensuring new hire paperwork is completed and processed.

•       Informing job applicants of job duties, responsibilities, benefits, schedules, working conditions, promotion opportunities, etc.

•       Addressing any employment relations issues, such as work complaints and harassment allegations.

•       Processing all personnel action forms and ensuring proper approval.

•       Overseeing hiring process, which includes coordinating job posts, reviewing resumes, and performing reference checks.

•       Responsible on calculating indemnities, holidays, working on social security system for Kuwaitis, working on the Company JDs, and updating the grading system upon the new salaries scale.

•       Liaise with commercial sector / external brokers / DFS to complete risk information.

•       Process/review the addition, deletion, change endorsements and check its compliance with policy terms and conditions.

•       Policies issuance on Tech. system and prepare policy documentations.

•       Prepare and draft New & Renew quotations based on the risk profile received/ have.

•       Preparing letters to clients such as (Hold cover, travel certificates, … etc).

•       Periodic Reconciliations.

•       Filling

•       Reports directly to the Senior Actuarial Analyst and performs clinical and medical analytic under general supervision in support of underwriting, decision making regarding pricing and risk selection, eligibility and enrolment and provide clinical analysis critical for decision making towards achievement of business objectives using existing policies, procedures and guidelines.

 

 

 

 

 

Dec 2014 – June 2017

Borj Al Arab International Airport, Alexandria Ground Passenger & Operation Handling
Key responsibilities
•       Passenger Handling

The administrative and customer service of travellers. Like flight attendants, passenger service agents are responsible for meeting the needs and safety requirements of passengers and airport personnel. They assist customers before and after a flight. Passenger service agents also provide support for other airport personnel, including pilots and engineers.

While specific job responsibilities can differ, passenger service agents typically handle baggage claims, load cargo, check rider reservations, answer customer inquiries on the phone and in person, sell and collect tickets, assist with passengers with special needs, and perform a number of other customer service-related functions. They may also be required to undertake administrative support duties, including checking in customers using airline computer software, database software, and other specialized programs.

•       Ramp

Safely guide their planes into gates and then push them back out again. Ramp agents are also responsible for all ground servicing of a commercial airliner, including loading and unloading of baggage and cargo. Ramp agents typically operate a variety of machinery and equipment, including baggage loader belts, diesel pushback tractors and small baggage cart tugs. In cold weather, ramp agents operate aircraft deicing trucks, working aloft to spray deicer fluids on assigned airliners.

Work quickly and efficiently to keep planes flying on time. Airlines fly in all weather conditions and ramp agents are required to work during freezing cold and extremely warm temperatures. Ramp agents are also expected to be able to load and unload passenger baggage weighing 70 pounds or more. Smaller commercial airliners have limited baggage holds and ramp agents frequently load and unload baggage in cramped, uncomfortable spaces.

 

•       Immigration Zone.

Observing passengers passing through passport control areas

Examining passports

Carrying out surveillance

Organizing the removal of passengers who fail to qualify for entry

Collecting Cards which contains the detail of the passenger and flight number and count them to be sure that all PAX are passing control area and their passport are stamped or not and compare it with the PAX list and PAX number.

 

•       Check-In Counters

Ability to use Systems 🙁 Macs, DCS, Amadeus, Maestro Local DCS, SITA, Accelero, Altea).

 

•       Security

Airport at the early time put some policies and regulation for baggage security, which mean that every airline should let, and agent at the sorting area as a security for baggage from the belt to the aircraft loading area as security awareness for safety.

 

•       Lost and Found

Assist passengers with baggage pickup and resolve issues with delayed, lost, or damaged items. Typically, baggage agents work in an office setting, but deal almost entirely with the public, respond to passenger concerns both in person and over the phone, and must fill out forms according to the nature of the incident. Utilize computer software to track and catalogue luggage. This helps to efficiently resolve problems and maintain customer relations when luggage is late, lost, or damaged. In addition, this done by the authority of airlines by giving the passenger reports to guarantee his rights.

 

•       Operations

Reviewing Daily schedules and sending mails to the airports for flight MVT / LDM / PFS / Cargo up Lift / FHR / PNL / COM / PIL / PSM / PTM / BTM this depending on airlines usage for mails.

Handling Service to: (Fly Dubai – Air Arabia – FlyNas – Aviator – Agen).

 

 

 

 

 

January 2013 – Dec 2014

Sacoor Brothers, Dubai

Customer Service & Experience
Key responsibilities
•       Understanding Customer Concerns

By asking questions, listening carefully and showing empathy, Customer Relationship Officers aim to get to the heart of what customers truly want. They may deal with specific questions over the phone, by email or in person. At establishments with a sales floor, Customer Relationship Officers may spend time simply interacting with people to get a better feel for the company’s customer base and how employees are serving them.

 

•       Communicating within the Company

Liaison between customer service and other departments, especially sales. They bring a specific complaint from a customer to the attention of someone who can resolve the situation They also may pass along general feedback they are hearing from customers in order to help build a better product or develop a new service.

 

•       Investigating Problems

Sometimes there isn’t an easy answer to a situation with a customer. When such scenarios arise, Customer Relationship Officers are tasked with figuring out what went wrong, how problems might be fixed and how to keep them from happening again.

 

•       Training Staff

Using both their knowledge of the company and of customer service best practices, Customer Relationship Officers educate others hired to respond to customer complaints.

 

•       Public Relations

Build connections on behalf of the company. They may call existing clients to ensure their satisfaction, network within the community to identify prospective customers and contribute to the organization’s marketing campaigns.

 

•       Monitoring Competitors

To enhance their own company, Customer Relationship Officers may be charged with examining what others in the industry are doing.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

January 2012 – November 2013

Arabian Oud, Dubai Customer Service
Key responsibilities
•       Handling Inquiries

Handle inquires made via email, telephone or in person. They answer questions concerning products and services and provide information about company policies and procedures. Examples of common customer inquiries include questions about a billing statement, checking the progress of a shipment or asking about hours of operation.

 

•       Solving Problems.

Customer’s initial resource when a problem arises. For example, if a customer is expecting a shipment on a specific date and it has not arrived, the customer will contact the customer service department to check the status. If the customer service representative cannot find the answer immediately, he may be required to conduct some research and get back to the customer with the answer.

 

•       Handling Complaints

Customer service is usually charged with the sometimes unpleasant task of handling customer complaints. Unsatisfied customers may become irate, especially if a problem cannot be resolved to their liking. The customer service representatives must handle these situations as diplomatically as possible and attempt to assist the customer while maintaining a positive image of the company.

 

•       Sales Role

Serves in a sales capacity. When a customer calls with a question or problem, the representative may attempt to sell products or services once the issue is resolved. Customer service representatives who take orders over the phone may attempt to make “add-on” sales.

 

•       Data Entry

Responsible for entering data into a computer. When a customer places an order, the representative enters the information into the computer system and sends a confirmation email to the customer. If a customer calls about a problem, the representative will log the information into the computer system so that a record of the situation is on file.

 

 

 

 

 

 

 

 

 

Courses and Qualifications:

 

•       I had finished Training about Aviation Security Awareness and another one about Travel Documents Examination.

•       Finished Passenger Handling course, Lost and Found and Securities Baggage Awareness.

•       Ability to work with reservation system (Amadeus, Galileo)

 

Executive Skills:

 

•       Dynamic and innovative individual                    Self-motivated & confident team player

•       Fast learner with strong adaptation skills           High personal integrity with strong

•       Natural communicator   commitment to organization rules and

•       Hard worker with ability to work under variable    regulation

duty pressure                                                              Problem-solver with good judgment Skills

•       Genuinely committed with personal                   Reliable in supporting team effort to produce empowerment skills             long & short-term results

•       Humble & persuasive with diplomatic  Computer skills (Power point – Excel – Word). personality  Dedicated to maintaining high quality standards

Education and Qualifications:

 

•       Arab Academy for Science Technology & Maritime Transport. In Business Administration – Alexandria university, Egypt – 2012

•       IGCSE Diploma with merit, GPA of 2.9 – Egypt – 2005

References:

 

•       Available upon request.

Education

Jan 2007 - Aug 2012 Business Administration at Arab Academy for Science, Technology & Maritime Transport

Experience

Jan 2018 - present Technical Medical & Life Underwriter / HR Specialist at Boubyan Takaful, Kuwait

Key responsibilities

• Preparing or updating employment records related to hiring, transferring, promoting, and terminating.
• Explaining human resources policies, procedures, laws, and standards to new and existing employees.
• Ensuring new hire paperwork is completed and processed.
• Informing job applicants of job duties, responsibilities, benefits, schedules, working conditions, promotion opportunities, etc.
• Addressing any employment relations issues, such as work complaints and harassment allegations.
• Processing all personnel action forms and ensuring proper approval.
• Overseeing hiring process, which includes coordinating job posts, reviewing resumes, and performing reference checks.
• Responsible on calculating indemnities, holidays, working on social security system for Kuwaitis, working on the Company JDs, and updating the grading system upon the new salaries scale.
• Liaise with commercial sector / external brokers / DFS to complete risk information.
• Process/review the addition, deletion, change endorsements and check its compliance with policy terms and conditions.
• Policies issuance on Tech. system and prepare policy documentations.
• Prepare and draft New & Renew quotations based on the risk profile received/ have.
• Preparing letters to clients such as (Hold cover, travel certificates, … etc).
• Periodic Reconciliations.
• Filling
• Reports directly to the Senior Actuarial Analyst and performs clinical and medical analytic under general supervision in support of underwriting, decision making regarding pricing and risk selection, eligibility and enrolment and provide clinical analysis critical for decision making towards achievement of business objectives using existing policies, procedures and guidelines.

Dec 2014 - June 2017 Passenger & Operation Handling at Borj Al Arab International Airport, Alexandria

Key responsibilities
• Passenger Handling
The administrative and customer service of travellers. Like flight attendants, passenger service agents are responsible for meeting the needs and safety requirements of passengers and airport personnel. They assist customers before and after a flight. Passenger service agents also provide support for other airport personnel, including pilots and engineers.
While specific job responsibilities can differ, passenger service agents typically handle baggage claims, load cargo, check rider reservations, answer customer inquiries on the phone and in person, sell and collect tickets, assist with passengers with special needs, and perform a number of other customer service-related functions. They may also be required to undertake administrative support duties, including checking in customers using airline computer software, database software, and other specialized programs.
• Ramp
Safely guide their planes into gates and then push them back out again. Ramp agents are also responsible for all ground servicing of a commercial airliner, including loading and unloading of baggage and cargo. Ramp agents typically operate a variety of machinery and equipment, including baggage loader belts, diesel pushback tractors and small baggage cart tugs. In cold weather, ramp agents operate aircraft deicing trucks, working aloft to spray deicer fluids on assigned airliners.
Work quickly and efficiently to keep planes flying on time. Airlines fly in all weather conditions and ramp agents are required to work during freezing cold and extremely warm temperatures. Ramp agents are also expected to be able to load and unload passenger baggage weighing 70 pounds or more. Smaller commercial airliners have limited baggage holds and ramp agents frequently load and unload baggage in cramped, uncomfortable spaces.

• Immigration Zone.
Observing passengers passing through passport control areas
Examining passports
Carrying out surveillance
Organizing the removal of passengers who fail to qualify for entry
Collecting Cards which contains the detail of the passenger and flight number and count them to be sure that all PAX are passing control area and their passport are stamped or not and compare it with the PAX list and PAX number.

• Check-In Counters
Ability to use Systems :( Macs, DCS, Amadeus, Maestro Local DCS, SITA, Accelero, Altea).

• Security
Airport at the early time put some policies and regulation for baggage security, which mean that every airline should let, and agent at the sorting area as a security for baggage from the belt to the aircraft loading area as security awareness for safety.

• Lost and Found
Assist passengers with baggage pickup and resolve issues with delayed, lost, or damaged items. Typically, baggage agents work in an office setting, but deal almost entirely with the public, respond to passenger concerns both in person and over the phone, and must fill out forms according to the nature of the incident. Utilize computer software to track and catalogue luggage. This helps to efficiently resolve problems and maintain customer relations when luggage is late, lost, or damaged. In addition, this done by the authority of airlines by giving the passenger reports to guarantee his rights.

• Operations
Reviewing Daily schedules and sending mails to the airports for flight MVT / LDM / PFS / Cargo up Lift / FHR / PNL / COM / PIL / PSM / PTM / BTM this depending on airlines usage for mails.
Handling Service to: (Fly Dubai – Air Arabia – FlyNas – Aviator – Agen).

Jan 2013 - Dec 2014 Customer Service & Experience at Sacoor Brothers, Dubai

• Understanding Customer Concerns
By asking questions, listening carefully and showing empathy, Customer Relationship Officers aim to get to the heart of what customers truly want. They may deal with specific questions over the phone, by email or in person. At establishments with a sales floor, Customer Relationship Officers may spend time simply interacting with people to get a better feel for the company’s customer base and how employees are serving them.

• Communicating within the Company
Liaison between customer service and other departments, especially sales. They bring a specific complaint from a customer to the attention of someone who can resolve the situation They also may pass along general feedback they are hearing from customers in order to help build a better product or develop a new service.

• Investigating Problems
Sometimes there isn’t an easy answer to a situation with a customer. When such scenarios arise, Customer Relationship Officers are tasked with figuring out what went wrong, how problems might be fixed and how to keep them from happening again.

• Training Staff
Using both their knowledge of the company and of customer service best practices, Customer Relationship Officers educate others hired to respond to customer complaints.

• Public Relations
Build connections on behalf of the company. They may call existing clients to ensure their satisfaction, network within the community to identify prospective customers and contribute to the organization’s marketing campaigns.

• Monitoring Competitors
To enhance their own company, Customer Relationship Officers may be charged with examining what others in the industry are doing.