GHASSAN ALBAGHDADI
Senior Specialist Transformation
Jeddah,Saudi Arabia
Summary
An ambitious, competent, diligent, and results-oriented professional person, offering over 25 years of experience in aviation industries and customer experience, with a high level of business commitment, focused and motivational mentor adept at challenging team members to meet and exceed company goals. Looking for new opportunities and challenges that move me forward to the next management level.
Overview
25
25
years of professional experience
24
24
Certification
Education
Bachelor - Business Administration
KING ABDULAZIZ UNIVERSITY
JEDDAH2002
Languages
Arabic
Native language
Arabic
Native
English
Advanced
C1
Hobbies
Travel
Cooking
Volunteering and community involvement
Gadgets&Tech Handicraft
Reading
Skills
- Team leadership
- Multi-tasking Person
- Effective problem solver
- Customer experience
- Administrative Staff Management
- General administration
- Customer care
- Project management
- Guest loyalty programs
- Microsoft Outlook, Word and Excel
- SAP and ERP system knowledge
- Dispute resolution
- Brand awareness and representation
- CRM implementation
Work History
Senior Specialist Transformation
SAUDIA AIRLINES
JEDDAH, KSA
01.2022 - Current
- Identified, assessed and planned programmes, managing dependencies and interfaces between projects.
- Facilitated programme-level discussions and workshops to achieve clear direction on key issues and priorities.
- Managed project budgets and monitored programme expenses against delivered and realised programme benefits.
- Resolved programme issues and initiated appropriate corrective action, maintaining programme integrity and quality.
- Collaborated with other managers and senior programme stakeholders, providing leadership and clear direction.
- Set team priorities, maintained schedules and monitored performance for optimum results.
Manager Admin & Coordination(D)
DG OFFICE-SAUDIA AIRLINES
JEDDAH, KSA
07.2020 - 01.2022
- Effectively communicated with different departments including CEO's Corporate Executives for all matters related to Director General Office subjects.
- Coordinate and follow up on adaily basis about 8 times monthly with all divisional departments ensuring all achievement of division objectives
- Established and developed ahighly efficient and dependable administrative team by delivering ongoing coaching and motivation while providing opportunities for career acceleration through achievements.
- Providing all necessary administrative support and coordination on divisional activities, as well as providing support service to business.
- Supervising and coordinating staff performing range of processes and activities
- Implement day-to-day operations, assigned to area of work ensuring compliance with established standards and procedures.
- Establish and, maintain high performance standards for pertinent administrative tasks, finalizing work accurately on atimely matter
SR COORDTR DG OFFICE
SAUDIA AIRLINES
JEDDAH, KSA
07.2019 - 06.2020
- Carries out instructions involving confidential and sensitive matters, handling emails, and telephone calls accordingly, and ensuring that sensitive data will not be leaked 100%
- Establish reports as requested in a timely manner, ensuring increased accuracy of those reports
- File and retrieve corporate documents, records, and reports, maintaining efficient archive system and increasing work quality.
- Perform internal and external letters as well as internal referral memos, distributing work efficiently.
Supervisor Admin Support
DG OFFICE - SAUDIA AIRLINES
JEDDAH , KSA
10.2017 - 06.2019
- Monitored and controlled office inventory to ensure adequate supply levels, timely product ordering, and efficient management of company resources.
- Distributed company correspondence, including memos and updates to reinforce and apprise departments and divisions of corporate objectives and developments.
- Instituted and built dynamic team of astute and successful administrative professionals that supported all corporate growth and productivity objectives.
- Increased team productivity by reorganizing office supplies and protocols.
Manager Guest Relations(D)
SAUDIA AIRLINES
JEDDAH, KSA
08.2016 - 01.2017
- Improved customer experience through all customer's touch points by implementing corrective action on all stakeholders.
- Aided senior leadership during executive decision-making processes and generated weekly reports to recommend corrective actions and improvements.
- Improved customer satisfaction through quick and fast respond to their complaints.
- Monitored customer calls and communications, ensuring exceptional quality standards.
- Created and implemented new process improvements for customer satisfaction growth.
- Evaluated employee performance on weekly basis and conveyed constructive feedback to improve skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Enhanced response and resolution systems to meet changing demands.
- Reduced complaint handling time to five working days 80% from previous KPI's
- Established new contact channels with guests through CRM system.
Specialist Guest Relations
SAUDIA AIRLINES
JEDDAH, KSA
04.2011 - 09.2017
- Facilitated conflict resolution by implementing protocols and investigating issues through completion.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Collected customer feedback and delivered reports to leadership to promote correction.
- Met all customer call guidelines including service levels, handling time, and productivity.
- Solved unresolved customer issues.
- Assisted customers by answering questions and solving problems.
- Guaranteed positive customer experiences and resolved all customer complaints.
- Handling and solve more than 50 complaints per month .
Traffic Operation Controller
SAUDIA AIRLINES
JEDDAH, KSA
10.2006 - 04.2011
- 100% implemented safety improvements to cultivate a safe and productive work environment for all personnel.
- Controlled arrivals and departures and transitioned aircraft across the airfield and flight lines.
- Supervised airfield operations, including arrivals, departures, and all apron activities
- Identifying and addressing concerns promptly to maintain targets.
- Responded to emergent situations regarding flight operations or medical issues to quickly identify concerns, provide support, and transport personnel and passengers away from critical scenes.
- Notified airport response personnel to be ready when emergency situations are presented.
- Maintained compliance with airport and airline policies and baggage weight restrictions to protect passengers, crew, cargo, and aircraft.
- Achieved optimal balance by loading cargo in accordance with accurate calculations of aircraft weight and balance and flight requirements.
Staff Ticketing Agent
SAUDIA AIRLINES
JEDDAH, KSA
03.2003 - 09.2006
- Perform more than 50 staff tickets and bookings per day using Amadeus system, entering information with precision for accurate ticket dispatch.
- Informed customers of date, time, pricing and cancellation changes, ensuring increased work efficiency.
- Establishing daily sales reports.
Flight Attendant
SAUDIA AIRLINES
JEDDAH, KSA
06.1998 - 02.2003
- Attended training in customer service, conflict resolution tactics, and safety procedures to remain updated with new requirements and procedures.
- Facilitated communications between flight deck and cabin crew prior to and during flights, promoting 100% smooth operations.
- Operated in compliance with all airline and aviation regulations, ensuring complete compliance with safety and security procedures.
- Inspected aircraft interior prior to, during, and after flights, ensuring emergency equipment was in place.
- Explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
- Facilitated the boarding process by greeting passengers upon arrival and providing directions to seats.
- Maintained a firm yet positive attitude when dealing with distressed passengers by calming fears and providing secure environments.
- Greeted passengers during boarding aircraft and showed them to their seats.
Certification
Key Performance Indicator Professional (KPIP)
By: Balance Scorecard Institute.
Project Management Professional(PMP)
By: PMI.
Managing Benefits
By: Advisors (APMG).
Organizational Excellence
By: Institute of Public Administration.
Certified Compliance Professional
By: International Academy of Business and Financial Management.
International Air Law Course
By: AACO.
Emergency Planning and Response Management
By: IATA.
Market Segmentation Positioning and Customer Satisfaction/Loyalty Research
By: Burke Institute.
Global Standards of Customer Care
By: Leadership Training Center.
Quality Management (QMS) For Airlines
By: IATA.
Aviation Internal Auditor
By: IATA.
Crisis Leadership
By: KENYON, UK.
12 Principles of Aviation Crisis Management
By: KENYON, UK.
Crisis Management Center Operations
By: KENYON, UK.
Call Center Agent Training
By: KENYON, UK.
Service Level Agreements SLA
By: CAMP Management Training Center.
Special Assistant Team (SAT)
By: KENYON, UK.
Performance Appraisal Process SAP"ADA'A"
By: SAUDIA AIRLINES.
Success Factor for Supervisor ADAA
By: SAUDIA AIRLINES.
Passenger Service 2
By: SAUDIA ARILINES.
Passenger Service 1
By: SAUDIA ARILINES.
Skyteam Sky Transfer
By: SAUDIA AIRLINES.
Services Excellence "Train OJT Trainers"
By: SAUDIA AIRLINES.
FAST Art of Travel
By: SAUDIA AIRLINES.
Timeline
Senior Specialist Transformation
SAUDIA AIRLINES
01.2022 - Current
Manager Admin & Coordination(D)
DG OFFICE-SAUDIA AIRLINES
07.2020 - 01.2022
SR COORDTR DG OFFICE
SAUDIA AIRLINES
07.2019 - 06.2020
Supervisor Admin Support
DG OFFICE - SAUDIA AIRLINES
10.2017 - 06.2019
Manager Guest Relations(D)
SAUDIA AIRLINES
08.2016 - 01.2017
Specialist Guest Relations
SAUDIA AIRLINES
04.2011 - 09.2017
Traffic Operation Controller
SAUDIA AIRLINES
10.2006 - 04.2011
Staff Ticketing Agent
SAUDIA AIRLINES
03.2003 - 09.2006
Flight Attendant
SAUDIA AIRLINES
06.1998 - 02.2003
Bachelor - Business Administration
KING ABDULAZIZ UNIVERSITY
Key Performance Indicator Professional (KPIP)
By: Balance Scorecard Institute.
Project Management Professional(PMP)
By: PMI.
Managing Benefits
By: Advisors (APMG).
Organizational Excellence
By: Institute of Public Administration.
Certified Compliance Professional
By: International Academy of Business and Financial Management.
International Air Law Course
By: AACO.
Emergency Planning and Response Management
By: IATA.
Market Segmentation Positioning and Customer Satisfaction/Loyalty Research
By: Burke Institute.
Global Standards of Customer Care
By: Leadership Training Center.
Quality Management (QMS) For Airlines
By: IATA.
Aviation Internal Auditor
By: IATA.
Crisis Leadership
By: KENYON, UK.
12 Principles of Aviation Crisis Management
By: KENYON, UK.
Crisis Management Center Operations
By: KENYON, UK.
Call Center Agent Training
By: KENYON, UK.
Service Level Agreements SLA
By: CAMP Management Training Center.
Special Assistant Team (SAT)
By: KENYON, UK.
Performance Appraisal Process SAP"ADA'A"
By: SAUDIA AIRLINES.
Success Factor for Supervisor ADAA
By: SAUDIA AIRLINES.
Passenger Service 2
By: SAUDIA ARILINES.
Passenger Service 1
By: SAUDIA ARILINES.
Skyteam Sky Transfer
By: SAUDIA AIRLINES.
Services Excellence "Train OJT Trainers"
By: SAUDIA AIRLINES.
FAST Art of Travel
By: SAUDIA AIRLINES.
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