Tharwat Salaheldien

Experience

• 

  Emirates

  Jul 1997 - Aug 2006

  Senior Customer Service Agent
• 

  Dnata

  Sept 1999 - Oct 2020

  -Direct and control all departmental activities on shift, act as point of contact and plan the availability of resources / equipment ensuring consistency, safe on-time performance and alignment with SLAs, standard operating procedures, shift demand and regulatory, legal and safety requirements.- Works with Resource Allocators to plan and control manpower resources on shift to optimise utilisation and save costs in line with the standard operating procedures ensuring compliance with safety and service standards- Forecasts any operational issues and ensures the availability of resources in the case of manpower shortages or equipment breakdown / maintenance- Lead a group of supervisors to deploys resources based on the information provided from resource planning to ensure availability of resources for all flights/activities.- Ensures that safety briefings are conducted regularly while intervening when there is risk exposure, role model safe behaviours and follows up on corrective actions.- Complies with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment.Ensures safety of staff and that they have the skills, knowledge, and confidence to work safely by providing support, direction for the desired safety behaviors and leading with safety.- Communicates regularly with key stakeholders to provide them updates on department activities on shift.- Contributes to the identification of opportunities for continuous improvement of systems, processes and practices, cost- Develops the shift report summarizing shift performance and highlighting any service shortfalls and recommends solutions and corrective action- Takes immediate action to rectify irregular operations in coordination with Flight Officer (where applicable), Service Delivery Managers and/or Manager dnata Operations through the deployment of resources on the shift for airside operations Show less • Handled effective control of Real Time Control system (resources real time control) on a shift, with an aim to achieve optimum resource allocation and business efficiency. Providing regular updates on the overall status of Dnata resources to Manager Dnata operations, highlighting potential issues and presenting Recovery plans.• Managed the performance of centralized resource allocation team on a shift basis, which includes on the job coaching and ensuring training and staff development.• Led my team to achieve cost efficient deployment of resources in line with agreed SLA’s.• Designed the work strengths to achieve established departmental KPI’s for resource utilization, ensuring staff welfare, safety compliance and agreed service levels with the customer are achieved.• Handled the pre-planning of resources within 7 days of operation, reviewing planned against available resources & Workloads.• Managed the team to comply with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment.• Handled any irregular operations incoordination’s with manager airport operations. • Implemented real time workload distribution for 700 staff per shift by managing system integration with other dnata systems while keeping safety and customer satisfaction priority.• Designed system with other departments to manage staff transportation, exceptions and staff welfare while focusing on the department financial goals. • Worked with key stack holders across various functions to define and overcome operations challenges. Show less

  • Department Officer ( Aircraft Appearance )

    Sept 2017 - Oct 2020

  • Service delivery controller at dnata operations control centre

    May 2008 - Sept 2017

  • Load control officer

    Sept 1999 - May 2008
• 

  Maxcare Professional Cleaning

  Oct 2020 - now

  Company Owner

  Joint venture company starting September 2020, with a target was to establish the company and create a business plan for the next 3 years (jobs , Marketing , Quality , Training's , Manual and objectives ). We started the company with 5 employees only and which grew exponentially after almost 6 months to 42 employees which was a sign of success and business improvement . My contributions:• Create vision and mission providing home comfort and care experience with maximum customer satisfaction in the Egyptian market. • Planning and launching of a small business, focused on residential care.• Responsible for financial and resource planning; daily operations , manual and training of the about 40 employees , monthly marketing plan.• Growing exponentially the business over past 6 months – nearly 7x its size, focusing on quality of delivery. • Experiencing continuous growth of our services and offerings, key member of the management team. Show less

• 

  Dnata

  Mar 2024 - now

  • Department Officer

    Apr 2024 - now

  • Operational Specialist

    Mar 2024 - now