Summary
Overview
Work History
Education
Skills
Websites
Training
Timeline
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Tarek Osama ABDALLA

Tarek Osama ABDALLA

Country Manager
Budapest

Summary

Experienced Country Manager with over nineteen years of experience and a demonstrated history of working in the Airlines/Aviation industry. Skilled in Sales Management, Digital Experience, Product Knowledge, NDC, Market Knowledge, and Project Management. Strong business development professional with a Bachelor's degree focused in Business/Commerce, General from Ain Shams University.

Overview

23
23
years of professional experience
3
3
Languages

Work History

Country Manager - Hungary

EGYPTAIR
07.2023 - Current
  • Managing & representing EGYPTAIR account in Hungary, in terms of:
  • - Sales & marketing activities.
  • - Pricing & revenue management.
  • - Customer services.
  • - Airport operations.
  • - Public relations.
  • - Contracting & legal cases.
  • Job main achievements (for EGYPTAIR Sales results in Hungary):
  • Financial year (2023 / 2024):
  • O Increasing in total (direct) traffic = 7%
  • O Increasing in total (indirect) traffic = 6%
  • O Decreasing in average fare (direct) = 6% (only 6 % Despite the new existence of Wizz Air as a direct low-cost competitor in the direct market “BUD/CAI/BUD”)
  • O Increasing in average fare (indirect) = 14%
  • O Increasing of EGYPTAIR market share = 81% (while the market variation for all EGYPTAIR network has increased by only 26%)
  • Important notes related to the above achievements:
  • O Pricing and Yield management was a daily basis managing task with their dedicated teams in Cairo (Head Quarter), for a daily optimization for the flight’s availability situation (after approx. daily comparison with every competitor for every beyond direct and indirect market).
  • O All the above positive results have been achieved despite:
  • The new existence of Wizz Air as a direct low-cost competitor in the direct market “BUD/CAI/BUD” – starting from 31st Oct 2024 as a first flight operation.
  • The political situation at EGYPT northwest border which started at 7th Oct 2023, which has a big negative effect on the 4th freedom market.
  • (More details could be discussed during the interview “if any”)

Digital & E-Commerce Business Development Manager

EGYPTAIR
02.2019 - 06.2023
  • Managing teams responsible for delivering EGYPTAIR Digital & E-Commerce processes and projects related to EGYPTAIR website and mobile applications (Android – IOS – AppGallery) with internal parties (EGYPTAIR “Head management – IT – Airport Operations – Marketing – Loyalty – Alliances – Inventory - Pricing - ..etc) & external service providers related to (Booking Engine and self-services “Amadeus” – Payment Gateways – Risk & Fraud Detection - Meta Search engines - Portal & Mobile development – Cloud hosting - Translation - ..etc) :
  • - Development & Payment Solutions team:
  • Following up of detailed analysis & integration & Tests & then going to production processes for new projects & features related to:
  • Payment Gateways – Acquirers & new payment solutions.
  • Booking Engine (Amadeus DX).
  • Loyalty.
  • Installments.
  • Multi currencies.
  • Departure Control System (Amadeus DCS – Online Web Check-in)
  • - Fraud & Risk team:
  • Activating Fraud detection advanced tools.
  • Setting Strategies and rules.
  • Daily manual monitoring for specific kinds on transactions.
  • Handling Chargeback cases.
  • - Content:
  • Website and mobile applications content (adding & updating) throughout all EGYPTAIR online markets (36 markets) with all languages supported.
  • - Hosting & Analysis performance team:
  • Cloud Hosting performance and analysis (User Visits & Hits – CPU and SQL performance –WAF) and implementation process for hosting hardware & software upgrades & updates needed, to always keep the online channels hosting under a powerful enhancing performance with the highest security levels.
  • Attending Conferences and Webinars related to Digital, E-Commerce, E-payment and Risk & Fraud Management to be always updated with new industry technologies & solutions which enhance EGYPTAIR E-Commerce and Digital channels, in order to facilitate the customer online & sales experience, which at the end will affect positively in keeping the online sales in the highest increasing rate possible.
  • Main achievements:
  • March - April 2019:
  • Elimination of high failure rates (withdrawing amounts from customers without issuing tickets) from rates that were more than 170 transactions per day (February 2019) to a maximum of only 2-5 transactions daily (currently).
  • June 2016: Allowing the purchase of tickets on the website and mobile applications 6 hours before the flight departure time instead of 24 hours, which had a great impact on increasing sales while maintaining the same success rates in maintaining secure payments.
  • May - August 2019: Updating and developing EGYPTAIR IBE “Booking Engine Revamp” (the two booking engines “website engine + mobile applications engine”) that have been activated since 2008 have been replaced by only one more advanced booking engine “Amadeus DX Responsive Booking Engine”, which is compatible with all electronic devices (Desktop - Mobile web browsers - Mobile Applications), in addition to previous :it’s also faster and more capable of the required updates in terms of allowing the sale of additional services “Ancillaries” and adding the content of the pages.
  • December 2019 - January 2020: The “EGYPTAIR Mobile App” was made available on the Huawei App Gallery, as the first airline in Africa and the Middle East to make its mobile application available on the online application store of the second largest mobile company in the world “Huawei” ”.
  • April - May 2020: Implementation of the introduction of the Chabot system on the EGYPTAIR website in both Arabic and English languages.
  • April - August 2020: The introduction of the Amadeus Payment Platform, which provides many commercial and financial advantages - the most important of which are: the opportunity to display more than one payment method in each region for EGYPTAIR website & mobile applications.
  • July - October 2020: Offering flights with the contracted train trips in the regions of Germany and Austria (Railway Agreements) on the website and mobile applications, as sales before that were limited to flights only.
  • June - December 2020: Activating PayPal as a payment method in payment pages related to (United States – Great Britain – Germany – Canada- Egypt – Saudi Arabia – UAE – Qatar), which had a great impact on increasing online sales & incrementing the acceptance rates for these regions.
  • February - May 2021: The introduction of the payment via email link to be used by EGYPTAIR website and mobile applications support team, as well as Contact Center customers, as it is currently considered as the main payment solution in processing all EGYPTAIR Contact Center purchases transactions (fast & secure).
  • All above mentioned projects and features affected highly positively in increasing EGYPTAIR online direct sales into more than 20% in 2022 (in comparing to 10-12% before 2019).
  • Current additional responsibilities “in processing”:
  • Member of setting future for EGYPTAIR Airlines “2021 – 2025” official committee.
  • Member of EGYPTAIR new Low-Cost Carrier development official committee.
  • Member of EGYPTAIR re-structuring sales distribution channels official committee.
  • Member of EGYPTAIR NDC development official committee.
  • Member of EGYPTAIR Website & Mobile applications revamps official committee.
  • Member of EGYPTAIR Holidays Website & Mobile applications development official committee.

Contact Center Business Development Manager

EGYPTAIR
07.2015 - 01.2019
  • President of EGYPTAIR Contact Center revamp official committee.
  • Leading Contact Center development and technical support team throughout EGYPTAIR Contact center project phases :
  • - Development & Technical Support for projects related to the booking reservation system functionalities.
  • - Contracting & Implementation & Integration & Tests processes for Contact Center Systems and Payment Solutions connected to EGYPTAIR Contact Center IVR system (Interactive Voice Response):
  • Call Manager system (creating skill groups – creating users - assigning every skill group to its qualified agent - ..etc).
  • Live and Historical Call Report system (analysis system for the whole call center and every agent performance “Total calls – Average Handling Time – Average Holding time – Average on Queue - etc).
  • Voice Recording system (offering the Quality team the proper system which record all received calls to discuss the performance with every agent in order to enhance the performance quality + for investigation in case of customer complaints).
  • Billing System.(for Inbound and outbound calls: separating margin for EGYPTAIR with every service provider depends on every service provider contract).
  • “Credit cards & AMOP’s” – Payment Gateways – Acquirers MID’s (activating the suitable method of payment for every market.
  • Emails & Chatting systems (responding to EGYPTAIR customers various inquiries through a separated tool counting and reporting all emails and messages sent and received – for all – for every user – response rate - …etc).
  • SMS Gateways (For marketing & scheduling flights notifications purposes).
  • Crisis system (30 on current lines for receiving calls related to crisis and emergencies).
  • Job main achievements:
  • 2014: Managing EGYPTAIR Contact Center revamp project, operation and stability of all previous call center management systems (paying and issuing tickets through calls “Payment through IVR” - Call Recording System - Billing System - Reporting System - ..etc.”) (Most of the mentioned systems were down and not working in the period from mid-2013 to 2015).
  • 2015: Introduction of new payment methods to the call center (Bank Transfer “NBE - CIB” / Local method of payment “BEE” / Additional Credit Cards :Diners Club).
  • 2016: Technical activation of the issuance of “EMD’s” Ancillaries through telephone calls, after it was limited to tickets only.
  • (The annual increase in revenue from paying and issuing tickets through EGYPTAIR Contact Center was 33-35% for three years consequences “2015/2016 to 2017/2018”).

Workforce Management Specialist

EGYPTAIR
07.2013 - 06.2015
  • Managing contact center workforce back-office support team - Managing the workflow performance appraisals and submitting analysis reports for the KPIs.

Contact Center Supervisor

EGYPTAIR
07.2011 - 06.2013
  • Train and motivate call center representatives as they answer questions, handle complaints, and provide support for Clients, assist in hiring and training employees, monitoring representative progress, and coaching them to reach the Knowledge and skills required to provide excellent service to customers.

Sales Supervisor

EGYPTAIR
07.2009 - 06.2011
  • Supervise the front sales office at the airport throughout the process of reserving, issuing tickets, customer handling, and the carrying-out of on-job training for sales officers.

Sales Agent

EGYPTAIR
07.2008 - 06.2009
  • Create, edit, and pricing reservations and offering all information about EGYPTAIR to EGYPTAIR customers at airport.

Contact Center Agent

EGYPTAIR
08.2006 - 06.2008
  • Create, edit and pricing reservations and offering all information about EGYPTAIR to EGYPTAIR customers through the inbound calls & emails received.

Sales Manager

Easy Transfer
08.2003 - 12.2005
  • Supervision and managing the following daily tasks :
  • - Selling international call cards.
  • - Handling international phone calls for office customers.
  • - Handling money transfer transactions.
  • - Handling Office PC’s (hardware & Software) IT support needs (10 pieces).

Sales Specialist

Easy Transfer
05.2002 - 07.2003
  • - Selling international call cards.
  • - Handling international phone calls for office customers.
  • - Handling money transfer transactions.
  • - Handling Office PC’s (hardware & Software) IT support needs (10 pieces).

Education

Bachelor's degree - Business/Commerce, General

Ain Shams University
01.2001

Skills

  • Strategic thinking
  • Project Management
  • Managerial Skills
  • Knowledge Transfer
  • Contract Negotiation
  • Excellent communication and presentation skills
  • Organizing Skills
  • Strong analytical skills and ability to review and strengthen business cases
  • Problem Solving
  • Work towards deadlines and under pressure with ability to focus on multiple projects simultaneously
  • Great level of attention to details
  • Managing Cross-Functional Teams
  • Employee Training
  • Building Team
  • Team Management
  • Emotional intelligence
  • Cost Reduction

Websites

Training

  • Station processes Awareness - EGYPTAIR Training Academy
  • DDS (Direct Data Solutions) - EGYPTAIR Training Academy
  • Emergency Response Plan - EGYPTAIR Training Academy
  • Aviation Crisis Management Diploma - AACO Training Center-RTC
  • Airline Marketing - EGYPTAIR Training Academy
  • Qualifying Outside Sales Manager - EGYPTAIR Training Academy
  • Team Building. - EGYPTAIR Training Academy
  • Team Leadership Managment - EGYPTAIR Training Academy
  • Star Alliance For Sales. - EGYPTAIR Training Academy
  • Customer Service Excellence. - EGYPTAIR Training Academy
  • Call Center - EGYPTAIR Training Academy
  • People Handling Skills - EGYPTAIR Training Academy
  • Amadeus Reservation System “Advanced” - EGYPTAIR Training Academy
  • Dangerous Goods - EGYPTAIR Training Academy
  • Amadeus Reservation System "Basic" - EGYPTAIR Training Academy
  • Airport Passenger Service - EGYPTAIR Training Academy
  • Sales Initial - EGYPTAIR Training Academy
  • Microsoft Office - Italian Foreign Academy

Timeline

Country Manager - Hungary

EGYPTAIR
07.2023 - Current

Digital & E-Commerce Business Development Manager

EGYPTAIR
02.2019 - 06.2023

Contact Center Business Development Manager

EGYPTAIR
07.2015 - 01.2019

Workforce Management Specialist

EGYPTAIR
07.2013 - 06.2015

Contact Center Supervisor

EGYPTAIR
07.2011 - 06.2013

Sales Supervisor

EGYPTAIR
07.2009 - 06.2011

Sales Agent

EGYPTAIR
07.2008 - 06.2009

Contact Center Agent

EGYPTAIR
08.2006 - 06.2008

Sales Manager

Easy Transfer
08.2003 - 12.2005

Sales Specialist

Easy Transfer
05.2002 - 07.2003

Bachelor's degree - Business/Commerce, General

Ain Shams University

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Tarek Osama ABDALLACountry Manager