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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
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.

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C.V

  • 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.