AHMAD KHALED RAWWASH
Senior Travel Advisor
Gizah
Summary
Resourceful Travel Consultant passionate about providing dream experiences in leisure travel. Strong research background and love of all things related to travel. Extensive career in hospitality working with clients pursuing unique vacation adventures.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
2
2
Certificates
Work History
Payout Investigation Expert
Flairstech (Flighthub CA)
Maadi
09.2022 - Current
- Produced comprehensive investigative reports and official correspondence with company rules.
- Applied fare rules of each airline and related policies, and issued payouts to cover variance caused by errors when found.
- Conducted confidential investigations of potential insurance violations.
- Received, analyzed and responded to less complex allegations of misconduct.
- Obtained evidence through direct records reviews and conducted coaching sessions with agents with errors, suspects and confirmed error makers.
- Boosted productivity by training and guiding more than 20 employees
- Trained and supervised team of payout agents.
Senior Travel Advisor
Flairstech (Flighthub CA)
Maadi
03.2022 - 08.2022
- Coordinated and planned leisure, air, tour and cruise travel arrangements
- Arranged insurance to safeguard clients in case of international emergencies
- Used proper industry terminology, codes, and procedures to give clients optimal service
- Helped clients resolve problems before, during, and after travel
- Promptly responded to inquiries to promote professional-client relations
- Followed fare requirements, company rules, and international tariff requirements to build client packages
- Calculated travel costs, accommodations, and applicable taxes or tariffs for each customer
- Handled all aspects of clients' bookings, including airfare, and car rental reservations.
- Used to be top achiever consecutively for more than 6 months with KPIs score of 95%+ per month.
Account Advisor
Etisalat Global Services
Maadi
10.2021 - 03.2022
- Provided solutions, recommendations, and replacements with empathy and positive feedback
- Shared insights with management regarding member inquiries, concerns, and complaints to improve products, operations, and policies
- Answered calls from customers and assisted with special requests or resolving complaints
- Trained and mentored employees and teams on customer service techniques
- Generated reports, correspondence, and documentation for internal and customer use
- Processed customer product orders in collaboration with third-party fulfillment vendors.
- Implemented new customer service programs to boost customer's satisfaction by increasing detailed info, and avoided error committed by agents missing info by 25%.
Account Advisor
RCX (Etisalat UAE)
Maadi
07.2018 - 10.2021
- Handled Customer inquiries (Billing and technical)
- Communicated new and relevant information to customers and followed up on promises
- Returned customer calls and responded to inquiries and complaints
- De-escalated customer complaints using specialized communication techniques
- Resolved customer inquiries, complaints, and issues and used problem-solving techniques to provide solutions
- Validated data and resolved problems related to system-generated information
- Trained and mentored employees and teams on sales and customer service techniques
- Conducted follow-up calls at customer locations
- Documented detailed notes in CRM system to track customer interactions
- Utilized computer systems to research and record account information
- Completed paperwork associated with merchandise, price adjustments, customer returns, and cash register operation
- Answered incoming calls and assisted customers with questions.
- Supervised and trained team of 35 agents and managed to make them score average more than 75% and it was more than 10% above average.
Education
Bachelor of Arts - Business Administration
07.2012 - 01.2017
Skills
Verbal and Written Communication Travel Package DocumentationData Entry Customer ServiceDetail-Oriented De-escalation TechniquesResponding to Difficult Customers Multitasking and PrioritizationIssue and Complaint Resolution Courteous with Strong Service MindsetCustomer Data Confidentiality
Problem-solving skills
Gathering information
Quality assurance
Cash Handling
Brand representation
Technical Support
Inbound phone calls
English Fluency
Arabic Fluency
Logging call information
Certification
ICDL
Awards
Flairstech Christmas event December 2022
I was awarded with (Talent of the year) for being a consecutive top achiever throughout two quarters in a row with GPA of 95% of KPIs.
Timeline
Payout Investigation Expert - Flairstech (Flighthub CA)
09.2022 - Current
Senior Travel Advisor - Flairstech (Flighthub CA)
03.2022 - 08.2022
Account Advisor - Etisalat Global Services
10.2021 - 03.2022
Account Advisor - RCX (Etisalat UAE)
07.2018 - 10.2021
English (Cambridge course)
05-2016
ICDL
07-2015
Cairo University - Bachelor of Arts, Business Administration
07.2012 - 01.2017