SQL
Kinan Al Hassan
CSM Customer Success Manager
Vienna
Summary
Exceptionally focused and reliable person with a superb record of internal and external work experience. Thoroughly knowledgeable in current and evolving trends in all Business Trends and transportation industry. Adept at managing multiple tasks simultaneously with complete accuracy and effectiveness.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
19
19
years of professional experience
4
4
years of post-secondary education
5
5
Languages
Work History
Customer Success Manager
CAE – Flight Services
03.2022 - Current
- Partner with global operations team to build and monitor service level performance dashboards and drive ongoing enhancements focused on service availability, resilience and redundancy
- Builds and verifies reports and dashboards to report on trends, improvements and service level performance tracking
- Participate in scheduled Voice of the Customer engagement with the regions, customer facing teams to identify friction points, creating action plans and ensuring actions are added to the roadmap to address them
- Coordinate and manage key processes including but not limited to incident management, problem management, release and change management, continual service improvement with cross-functional teams’ partnership: broad set of stakeholders, key business partners and customer facing teams
- Support front-line teams in customer engagements to ensure best-in-class servicing and customer experience
- Facilitate remedial activities that result due to unexpected incidents, including service improvements and coordinating cross-functional efforts across product, legal, operations and sales teams
- Formulate strategies and deliver on communications to both internal stakeholders and external customers in aligning with CAE Communications
- Influence and make decisions through interpretation of data and consolidation of input from multiple stakeholders and Customers
- Contribute to incident root cause analysis, identifying and process improvements based on observed trends of incidents, problem processes and overall service delivery
- Manage programs and projects, in collaboration with product, and global operations teams, focused on improvements to process, metrics, and framework
- Monitoring, supporting, and improving day to day service operations and performance
Ground/Flight Dispatcher
EMIRATES AIRLINES
02.2015 - 01.2022
- Act as the senior staff, decision maker and primary point of contact at the aircraft for all the group stakeholders, government departments and external agencies such as GCAA, ATC, DA, Dnata, Flight operations, and crew service delivery and coordinating all functions of each aircraft flight planning and turnaround
- Making decisions on key operational issues such as the offload or accept passengers and/or baggage and cargo
- Planning a strategy for flight departures and flight planning prior to commencing any precision timing activities after seeking and interpreting a full flight briefing via Emirates Hub Control Centre (NCC)
- Managing the departure flight process by leading the EK and Ground handling teams
- Maintaining full contact communication with the Emirates Duty Manger in the NCC via systems and VHF
Stand planning Coordinator
EMIRATES AIRLINES
01.2014 - 02.2015
- Prepared a stand plan for all flights for the next 24 hours, delivering the same to the necessary stakeholders from the airport community
- Ensured that the daily flight schedule has been uploaded into the stand planning system
- Maintained a continuous and accurate system allocation of all Emirates passenger flights at Dubai International Airport
- Maintained consistent communication with Hub Control Centre to establish updates on critical departures and potential stand conflicts for arriving flights
Flight Coordinator (network control center)
EMIRATES AIRLINES
06.2012 - 02.2014
- Created and communicated the action plan for customer and baggage connections to front line teams
- Identified potential deviations to the Precision Timing Schedule (PTS) and coordination of ATC slots
- Provided key support to Gate Supervisors, Dispatchers and Transfer Desk to ensure maximum connectivity
- Controlled arrival flight process through use of systems and communication with the frontline
- Care for crew travel arrangements
- Organize line checks with other stakeholders
- Crew Planning considering optimum crew levels, qualifications and cost efficiency
Ramp & Baggage services Team Leader
Dnata Emirates
05.2011 - 06.2012
- Supervised ramp and baggage offloads and loads
- Used world tracer for miss handled bags
- Ensured correct offloading in designated baggage flights/belts
- Handled inquiries/complaints of all customers
Project manager for DIFC
EMIRATES NDB BANK
01.2008 - 01.2010
- Managed the top-tier accounts in the Abu Dhabi and Dubai Local Corporates Portfolio
- Timely prepared annual/interim Credit Applications with in-depth financial and credit analysis
- Managed the closing 5 major derivative deals
- Droved revenue targets through new client acquisition
Deputy Project Manager for Dubai Investment Financial Centre
EMIRATES NDB BANK
01.2007 - 01.2008
- Managed and develop a portfolio of corporate relationships, and handled corporate secured borrowing portfolio in terms of growth, quality, and profitability
- Generated revenue streams through cross selling of investment products
- Increased the profitability of the Division through quality booking of business
- Managed approximately 30 incoming calls, and many emails per day from customers.'
Auditor
EMIRATES NDB BANK
01.2006 - 01.2007
- Handled corporate secured borrowing portfolio in terms of growth, quality, and profitability
- Ensured quality of portfolio is satisfactory and engaged in Global transaction services (Cash Management)
- Audited stalk market shares for DU telecommunication
Education
Bachelor of Science - Aviation Management, Aerospace & Business Administration
Emirates Aviation University
UAE - Dubai 09.2005 - 01.2010
Ground & Flight Dispatch Licenses -
Emirates Aviation College
Airman certification -
Moscow Aviation Institute
Emirates Airlines Certifications -
Skills
MS-Office applications
Flight planning& Air traffic control procedures
Customer retention
Strategic planning
Team building, Training & mentoring
Customer relations & Account management
CRM software
Sales management & Negotiation
Finance & Key accounts development
References
Available upon request
Software
Microsoft Office
C
Sales Force
Aviation software's
Timeline
Customer Success Manager
CAE – Flight Services
03.2022 - Current
Ground/Flight Dispatcher
EMIRATES AIRLINES
02.2015 - 01.2022
Stand planning Coordinator
EMIRATES AIRLINES
01.2014 - 02.2015
Flight Coordinator (network control center)
EMIRATES AIRLINES
06.2012 - 02.2014
Ramp & Baggage services Team Leader
Dnata Emirates
05.2011 - 06.2012
Project manager for DIFC
EMIRATES NDB BANK
01.2008 - 01.2010
Deputy Project Manager for Dubai Investment Financial Centre
EMIRATES NDB BANK
01.2007 - 01.2008
Auditor
EMIRATES NDB BANK
01.2006 - 01.2007
Bachelor of Science - Aviation Management, Aerospace & Business Administration
Emirates Aviation University
09.2005 - 01.2010
Ground & Flight Dispatch Licenses -
Emirates Aviation College
Airman certification -
Moscow Aviation Institute
Emirates Airlines Certifications -
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