Ahmed Mahrous

• Achieved high levels of customer satisfaction by providing exceptional after-sales service, including issue resolution and future needs analysis.
• Provided excellent customer service, addressing inquiries and assisting with product selection to drive sales growth.
• Coordinated closely with other airline departments to resolve ticketing issues promptly and accurately.
• Collaborated with passengers and travel agents to resolve booking issues, correct fares, and clarify rules.
• Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
• Promoted available upgrades and ancillary services to increase revenue per passenger.
• Assisted with operations and administrative tasks to support exceptional customer service and sales experiences.
• Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
• Assisted clients in navigating visa requirements and other travel documentation, minimizing potential issues during their trips.
• Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.

• Main tasks performed
• Handling airline tickets (reissue, refund, schedule change, EMD, etc.).
• Monitors Queue Management activities and coordination with Quotation management with regard to involuntary issues such as flight cancellations, airline changes, flight timing issues, etc.
• Communicate Airline or Ticketing policies and procedures to other teams
• Helped travel managers in developing appealing travel packages, creating based on industry trends and most appealing deals.
• Stayed updated on latest travel industry trends to update package and holiday prices to align with demands.
• Handled travel arrangements for groups, couples, executives and special needs clients.

• Main tasks performed
• Help customers with flight reservations, itinerary changes, baggage concerns and questions about customer loyalty programs
• Resolve travel issues, complaints, and refunds
• Managing and processing all travel-related documentation, including payments, itineraries, visas, medical, and legal forms
• Determining clients' needs and suggesting suitable travel packages
• Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
• Verified that teams carried out tasks in compliance with company regulations.
• Monitored team performance, providing suggestions for improvement

• Main tasks performed
• Handling airline tickets (reissue, refund, schedule change, EMD, etc.)
• Dealing with angry customers and fulfilling their needs
• Handling all kinds of escalations and complains related to flight industry
• Help customers find suitable package holiday
• Handling all issues related to low-cost Carriers
• Kept customer records updated and accurate by asking for details during calls and documenting on CRM system.
• Guided customers to resolve technical issues over phone and through live chat with clear communication skills.
• Used excellent listening skills to identify sales opportunities for product or service cross-selling.
• Resolved customer queries, complaints and technical issues with excellent analytical skills.
• Operated remote access software to troubleshoot and repair systems.

Main tasks performed

• Making arrangements for Ticket, transportation, accommodation, tours, and activities inside Egypt
• Interact with clients over Phone, E-mail
• Make alternative arrangements for customers who have had their trips interrupted by unforeseen issues
• Evaluating customers' holidays, issuing appropriate feedback forms, and assuring
• Researched market trends to explore compelling tourist attractions and offer more selections to clients.
• Negotiated with tourism vendors to provide cost-friendly contracts.
• Communicated with airlines and hotels to schedule bookings and obtain confirmation for customers.
• Issued tickets, collected payments and provided invoices