At Sheikh Al Maktoum NEO Technologies and My NEO Group, exceptional customer service and VIP support are integral to our mission of delivering premium experiences. In this edition of the “Inside Al Maktoum NEO” series, we are proud to introduce Felix Ochieng Owino, our VIP Customer Support Specialist—a hospitality and customer service expert dedicated to ensuring seamless client satisfaction and operational excellence.
A Career Built on Customer Service Excellence
Felix brings over 15 years of experience in luxury hospitality, customer support, and guest relations, having worked with some of the world’s most prestigious hotels and global events before joining Sheikh Al Maktoum NEO Technologies and My NEO Group.
He has earned multiple awards and recognitions for his dedication to service quality, including being named UAE’s Best Concierge Manager at the 63rd Les Clefs d’Or Congress held at Atlantis Hotel in 2016.
💼 Key Achievements:
• Award-Winning Concierge Services: Named UAE Best Concierge Manager for delivering exceptional guest experiences.
• Operational Leadership: Managed the Expo2020 Visitor Centre with a team of 70 staff members, serving 24 million visitors and ensuring smooth operations.
• VIP Guest Relations Expertise: Provided personalized services to high-profile clients, including royals, celebrities, and global executives.
• Crisis Management: Collaborated with Dubai Police for lost and found systems during COP28 and Expo2020, ensuring smooth resolution of guest issues.
• Data-Driven Operations: Implemented CRM systems and reporting frameworks to track customer satisfaction and drive continuous improvement.
Certified Expertise and Operational Skills
Felix’s expertise extends beyond customer service. His ability to manage teams, analyze feedback, and implement improvements has made him a key asset at Sheikh Al Maktoum NEO Technologies and My NEO Group.
🎓 Education and Certifications:
• Executive Diploma in Tourism & Hospitality from Westford University, Dubai (2016).
• Award-Winning Brand Ambassador and Trainer of the Month in multiple roles.
🛠️ Technical Skills:
• CRM Systems: Proficient in Zendesk for managing customer support operations and maintaining KYC compliance.
• Process Optimization: Skilled in creating strategic workflows and streamlining operations to reduce costs and enhance efficiency.
• Training and Development: Developed and trained teams, ensuring high standards in customer service protocols.
Delivering VIP Support at Sheikh Al Maktoum NEO Technologies
Now serving as VIP Customer Support Specialist, Felix is responsible for maintaining the highest standards of service for Sheikh Al Maktoum NEO Technologies and My NEO Group.
🌍 Key Responsibilities:
• Providing VIP support to ensure seamless experiences for high-profile clients.
• Resolving inquiries and complaints quickly and efficiently using CRM tools to track and manage responses.
• Collaborating with multiple teams, including compliance, IT, and design, to optimize customer journeys.
• Enhancing client satisfaction by collecting and analyzing feedback reports to improve services.
• Training teams to deliver world-class service standards aligned with the brand’s values.
A Vision for Client Excellence
Felix Ochieng Owino’s proven track record of delivering luxury customer experiences and his expertise in team management and client satisfaction strategies make him an integral part of the Sheikh Al Maktoum NEO Technologies and My NEO Group success story.
Follow the Series!
This article is part of our “Inside Al Maktoum NEO: Meet the Experts Behind Our Success” series. Stay tuned as we continue to highlight the leaders and professionals shaping the future of Sheikh Al Maktoum NEO Technologies and My NEO Group.
📢 Read More About Felix Ochieng Owino Here:
👉 https://almaktoumneo.com/inside-al-maktoum-neo-meet-felix-ochieng-owino/
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