Experience:
Training course at Karnak EGYPTAIR (Training on airline tickets and as a
tour operator) from 15th Aug 2010 to 15th Sep 2010.
. Training on tourism guidance and organizing trips and events.
● Worked in Dahab Tours as a tour operator ( organizing tours indoors & outdoors for defense attaché, Egyptians and foreigners that includes booking hotels/floating hotels, transportation, arranging their visits all over Egypt or any other Country. from 22nd Nov 2011 to June 2012.
● Working as a Travel consultant in the Ministry of finance for the Egyptian Ambassador, organizing all the trips “booking hotels and flight tickets” for all of his crew.
● Work in Teleperformance, Expedia Canada account from the 12th of June 2012 till 28 Feb 2019, as a customer service representative, the main job responsibilities is to cancel flight tickets, dealing with schedule changes, change or modify flights using sabre or voyager flights, canceling or changing hotel reservations and making new reservations whether it was a flight, hotel, car or activity reservations for different customers all over the world.
- operational supervisor (CRM) where I am responsible for managing a group of individuals from different nationalities; helping them achieve their targets, dealing with customers from different nationalities and help in improving the team skills, which helps in increasing the company's revenue, responsible for any finance related problems.
- ACM – Assistant contact center manager, where I am responsible for 6 supervisors and 70+ individuals.
1. Client communication to measure the progress of KPIs with the action plan progress on a weekly basis.
2. Reporting to SDM and Account managers the daily progress with an effective action plan.
3. Daily Financial report for the P&L for the LOB and how to increase the revenue.
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Working as an E-commerce and Travel representative in Boodai group based in Kuwait to manage bookings and travel plans using Galileo system. From November 2019 till Mar 2020 and from Jun 2021 till present.
Working in Apparel UAE as an E-commerce and Customer Experience consultant from Mar 2021 till Jun 21.
Education:
● Six Sigma - Yellow Belt.
● COPC
● Bachelor of Arts, Department of Tourist guide - English section Ain
Shams University (2010-2011).
● Certificate from Dahab tours.
● Approved certificate from the Armed Forces institute indicates
that I took and passed 12 general English levels successfully.
● Approved certificate from the travel industry council of Ontario
indicates that I’ve passed the TICO education standards for the
travel counselor exam successfully. ● Approved certificate from Egypt Air.
Skills:
Confidence and ability to speak in public and deal with people.
• Ability to understand visitors’ needs.
• Excellent communication skills, oral and written with outgoing and friendly personality.
• Computer skills (Internet – Word-Excel and powerpoint).
• Ability to work under pressure, patience and the ability to manage a team from different nationalities and with different cultures.
• Ability to work on the American ticketing system (Sabre & Galileo)
• Ability to work within a team.
• Ability to solve problems efficiently and meet deadlines.
• Time management skills and fast learning.
• Managing a group of individuals and responsible for their learning curve and achievements.
