Ali Assem Ibrahim
Alexandria
Summary
Cheerful Hotel Reservation Specialist with experience handling customer inquiries and requests. Effective salesperson with strengths in answering customer questions accurately, convincing customers to increase sales and processing reservation information quickly. Active listener with stellar problem-solving skills and upbeat attitude.
Customer-focused hospitality professional dedicated to building long-term loyalty with unparalleled service. Never lets any customer leave unsatisfied and works hard to manage expectations and prevent conflicts. Well-versed in reservation, accounting and hotel management systems.
Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.
Responsible and motivated student ready to apply education in the workplace. Offers excellent technical abilities with software and applications, ability to handle challenging work, and excellent time management skills.
Overview
12
12
years of professional experience
Work History
Hotel Reservation Specialist
Hilton US
Alexandria
04.2022 - Current
- Designed guide for guests outlining hotel rules and regulations, local attractions, places to eat and other resources.
- Booked room reservations by quoting current room rates for specific travel dates and entering customer information into computer system.
- Applied discounts, noted special requests and updated reservations based on communications with customers.
- Assisted customers by responding to questions about services, amenities and local attractions.
- Generated maximum revenue using upselling and cross-selling techniques.
- Coordinated with sales team to manage group bookings.
- Set up room blocks using group rooming lists to track and manage block room reservations.
- Arranged special accommodations for guests to enhance visitor experiences.
- Answered guest inquiries, recommending shopping, dining or entertainment.
- Input and confirmed reservations for guests.
Customer Service Agent
AT&T
Alexandria
10.2021 - 03.2022
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Managed high-volume of inbound and outbound customer calls.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Reviewed files, records and other obtained documents to respond to customer requests.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Maintained strong call control and quickly worked through scripts to address problems.
- Helped clients navigate online systems within established frameworks to obtain services.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Returned customer calls in established turnaround time to meet company objectives.
Customer Service Supervisor
Altice USA
Alexandria
01.2021 - 08.2021
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Provided day-to-day leadership to cultivate environment that exemplified company values.
- Answered phone calls and responded to questions and concerns.
- Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Evaluated employee job performance and motivated staff to improve productivity.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
- Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
- Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Monitored phone calls to promote better service and provide feedback.
- Created training manuals to resolve simple and complex customer issues.
- Monitored service desk ticket queues to facilitate timely response and resolution.
Customer Service Representative
Altice USA
Alexandria
02.2019 - 12.2020
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Educated customers on special pricing opportunities and company offerings.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Maintained up-to-date case documentation for future reference.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
- Stayed abreast of latest software developments to enhance job knowledge.
- Used proactive monitoring procedures and tools to identify problem prevention opportunities.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
Billing Specialist
Vodafone International services
Alexandria
02.2014 - 04.2017
- Answered customer invoice questions and resolved issues discovered during invoicing and collection process.
- Investigated and resolved issues to maintain billing accuracy.
- Worked with team members and leadership to identify and develop process improvements.
- Processed and sent invoices, adjustments and credit memos to customers.
- Managed numerous client accounts to track and collect money owed.
- Input payment history and other financial data to keep customer accounts up-to-date in system.
- Researched and resolved billing inconsistencies and errors through individual and collaborative analysis.
- Recorded amounts due for items purchased or services rendered by preparing statements, bills or invoices.
- Managed account receivables to maintain payments within net terms.
- Completed billing audits in identified timeframes to report and investigate findings.
- Monitored past due accounts and pursued collections on outstanding invoices.
- Managed all payments processing, invoicing and collections tasks.
- Collected, posted and managed patient account payments.
- Reconciled financial accounts using [Software program] software.
Year graduation ceremony Coordinator
Green Hills International School
Jeddah
01.2013 - 01.2014
- Collaborated with teachers to understand and improve classroom conditions.
- Advised students on course selection, progress toward graduation and career decisions.
- Developed curricula and recommended curricula revisions to improve student learning outcomes.
International, organizer
Manarat Al, Riyadh International School
Riyadh
01.2012 - 01.2013
- Planned events and activities to drive community interest.
- Equipped groups of people and inspired institutions to work toward achievement of commonly articulated goals through collective action.
Education
Bachelor of Applied Science in Information Technology - Management Information Systems
High Institute For Hotels, Tourism & Computer
Alexandria Egypt06.2019
High School Diploma -
Manarat Al-Riyadh International School
Riyadh, Kingdom Of Saudi Arabia03.2014
Skills
- Current Address:
- Riyadh Al-Amaar Compound (Building no1), Mustafa Kamel, Sidi Bishr Qebli, Alexandria, Egypt
- Mobile Phone:
- 01013525656
- Military Service:
- Exempted
- Verbal and Written Communication
- Problem Solving
- Dining and Amenity Recommendations
- Records Management
- Invoicing and Billing
- Computer Skills
- Customer Service
- Transportation Arrangements
- Phone and Email Etiquette
- Online Bookings Management
- Issue Escalation
- Guest Registration
- Guest Message Transmission
- Reservations Management
- Room Assignment
- Feedback Collection
- Payment Collection
- Escort Instructions
- Account Review
- Nightly Audits
- Payment Processing
- Decision Making
- Data Gathering
- Teamwork and Collaboration
- Relationship Establishment
- Staff Training
- Conflict Resolution
- Negotiation Tactics
- Facilities Management Software
- Appointment Confirmation
- Data Entry
- Detail Oriented
- Quality Assessment
- Task Prioritization
- Team Collaboration
- Supply and Materials Oversight
- Calm Under Pressure
- Team Supervision
- Event Coordination
- Office Organization
- Email and Telephone Decorum
- Regulatory Compliance
Accomplishments
- September 2009 till 24/9/2013:
- A student at Manarat Al-Riyadh International School, American Division, Riyadh, Kingdom of Saudi Arabia
- September 2013 till 1/6/2014:
- A student at Green Hills International School, American Division, Jeddah, Kingdom of Saudi Arabia.
Highlights
Sports: Football, swimming, tennis, boxing, hiking, biking, racket, volleyball, wrestling.
Hobbies: Technology geek, gamer, fishing, traveling and chess.
Visits Abroad: Kingdom of Saudi Arabia (Have lived from 2009 to 2015)
Languages
Languages
Arabic
First Language
English
Proficient
C2
Timeline
Hotel Reservation Specialist
Hilton US
04.2022 - Current
Customer Service Agent
AT&T
10.2021 - 03.2022
Customer Service Supervisor
Altice USA
01.2021 - 08.2021
Customer Service Representative
Altice USA
02.2019 - 12.2020
Billing Specialist
Vodafone International services
02.2014 - 04.2017
Year graduation ceremony Coordinator
Green Hills International School
01.2013 - 01.2014
International, organizer
Manarat Al, Riyadh International School
01.2012 - 01.2013
Bachelor of Applied Science in Information Technology - Management Information Systems
High Institute For Hotels, Tourism & Computer
High School Diploma -
Manarat Al-Riyadh International School
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