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Work experience

Jun 2010Present

Senior Agent

Emirates Airline

Handling Customersìnquiries regarding fares issues and supporting the sales executives’ 

team achieving annual sales targets through setting sales plans on Emirates routes.

May 2007Jun 2009

Senior Call Centre & Customer Service Agent


Handling calls from members and general Skywards programme Inquiries, plus 

operational functions associated with membersàccounts.  

 Accurate and timely updates. Telemarketing to obtain additional sales and feedback from 

customers on their total Emirates experience.  


Bachelor of Art

Damascus University

High School Diploma Damascus 1998 

Bachelor of arts, Faculty of Letters ( Damascus University ) 2003 

German Language Courses ( Goethe Institute) Damascus 2003 

Basic Fire Fighting Skills, Jebel Ali FZE Dubai UAE 2004 

Customer Care Training Course, Emirates Airline Dubai 2007 

Emergency Call Centre Training Course, Emirates Airline Dubai 2008  

Advanced English Language Course ( Oxford House College)  

Stratford upon Avon,  Warwickshire - United Kingdom, March 2009 

Teachers Knowledge Test  TKT,  Band 3, ESOL Examinations  

(University of Cambridge) January 2011

Amadeus GDS training diploma, Amadeus

Diploma in HR management  Arab Academy 2012

Mini MBA in Business development Lazarski University Poland 2012


Having worked in several sectors for the past 8  years, I now seek new challenges. Over the past 5 years, I 

have gained significant experiences, which helped me accomplish rewarding results for worthy causes. My 

achievements in the last positions were not only most fulfilling, but also acted as a catalyst for me to pursue a 

high standards customer service career