AHMED ASHRAF
Cairo,Egypt
Summary
Customer-focused travel and airline service professional experienced in reservations, passenger inquiries, booking changes, and service recovery. Clear communicator who stays calm under pressure and is committed to passenger comfort and satisfaction.
Overview
2
2
Languages
4
4
years of post-secondary education
8
8
years of professional experience
Work History
Customer Relations Representative – Back Office
ITA Airways account (Atain Company)
Cairo
02.2026 - Current
- Managed back-office customer relations and resolved escalated issues, ensuring timely and compliant resolutions.
- Handled compensation requests to facilitate timely resolutions for customers. and refund requests using airline systems.
- Resolved customer inquiries through email support channels.
Travel Advisor
Concentrix | Expedia Account
Cairo
12.2023 - 02.2026
- Facilitated flight reservations, hotel bookings, and travel modifications for customers in international markets, ensuring seamless travel experiences.
- Helped Expedia travelers navigate their travel options and reservations. with flight, hotel, and car reservations
- Advised customers on Expedia travel policies, fares, and service options
- Handled booking issues using Amadeus, Farelogix, and internal customer systems, improving customer satisfaction through timely resolutions.
- Resolved booking changes, cancellations, and itinerary adjustments using Concentrix support tools
Customer Service Representative
Etisalat Global Services UAE
Cairo
08.2021 - 10.2023
- Resolved customer billing issues, delivering dedicated support to enhance satisfaction
- Resolved billing inquiries using CRM and account records.
- Assisted customers with technical issues for internet, mobile, and landline services, ensuring prompt resolution
- Logged service requests and escalations in customer tracking systems.
Medical Representative
Heal Pharmaceuticals
Cairo
03.2021 - 08.2021
- Promoted products to clinics and coordinated order processing with pharmacies for timely delivery of medications.
- Presented product benefits and approved medical information to doctors to enhance awareness and understanding of offerings.
Customer Service Representative
Raya Contact Center | Talabat Account
Cairo
09.2020 - 02.2021
- Solving billing, shipping, and account issues using customer service systems
Medical Representative
Upper Egypt
Cairo
03.2020 - 06.2020
- Promoted products to clinics while coordinating order processing with pharmacies to ensure timely delivery.
- Engaged with doctors to share product advantages and medical details. to present product benefits and approved medical information.
Medical Representative
Golden Queen
Cairo
09.2019 - 03.2020
- Promoted products to clinics while coordinating order processing with pharmacies to ensure timely delivery.
- Visited doctors to present product benefits. to present product benefits and approved medical information.
Medical Analyst
Silver Lab
Cairo
07.2018 - 11.2018
- Conducted routine laboratory tests, prepared biological samples, and maintained accurate documentation.
- Conducted tests and reviewed results before sending them to laboratories. the test result before sending them to the labs
- Collected specimens and labeled materials for accurate laboratory tracking.
- Prepared lab samples following Silver Lab safety and handling procedures.
- Maintained clean workspaces and organized equipment storage areas.
Education
B.Sc. - Biotechnology
Faculty of Agriculture, Ain-Shams University
Cairo 10.2015 - 08.2019
Skills
- Amadeus GDS
- Farelogix
- Customer care
- Passenger service
- Attention to detail
- Problem-solving
- Ability to work under pressure
- Effective communication
- Adaptability
- Teamwork and collaboration
- Active listening
- Conflict resolution
- Diversity understanding
- Microsoft Office
Personal Information
Title: CUSTOMER RELATIONS & TRAVEL SPECIALIST | CABIN CREW APPLICANT
LANGUAGES
Title: CUSTOMER RELATIONS & TRAVEL SPECIALIST | CABIN CREW APPLICANT
Languages
Arabic
First Language
English
Advanced
C1
Timeline
Customer Relations Representative – Back Office
ITA Airways account (Atain Company)
02.2026 - Current
Travel Advisor
Concentrix | Expedia Account
12.2023 - 02.2026
Customer Service Representative
Etisalat Global Services UAE
08.2021 - 10.2023
Medical Representative
Heal Pharmaceuticals
03.2021 - 08.2021
Customer Service Representative
Raya Contact Center | Talabat Account
09.2020 - 02.2021
Medical Representative
Upper Egypt
03.2020 - 06.2020
Medical Representative
Golden Queen
09.2019 - 03.2020
Medical Analyst
Silver Lab
07.2018 - 11.2018
B.Sc. - Biotechnology
Faculty of Agriculture, Ain-Shams University
10.2015 - 08.2019