Ali Hatem
Cairo,C
Summary
Business Administration graduate with a genuine passion for helping people and extensive hands-on experience in aviation customer operations. Expert at managing passenger inquiries, bookings, complaints, and service recovery using GDS platforms—taking ownership of every passenger's problem as if it were my own until fully resolved. Delivers clear, empathetic communication and accurate follow-up to ensure top-tier customer satisfaction in fast-paced airport and travel environments.
Overview
1
1
Language
8
8
years of professional experience
Work History
Customer Relations Specialist
ITA Airways
Cairo
06.2026 - Current
- Resolved customer complaints promptly, resulting in improved customer satisfaction and loyalty.
- Handled passenger complaints and claims related to flight delays, cancellations, denied boarding, and downgrading under EU Regulation EC 261/2004 and airline policies, ensuring compliance and customer satisfaction.
- Collaborated with airport teams to manage delays, rerouting, and passenger assistance requests, enhancing passenger experience during disruptions.
- Upheld privacy and security requirements for customer information.
Senior Travel Consultant
Flyin & Cleartip
12.2025 - 06.2026
- Advised travelers on flights, hotels, and itinerary options, enhancing travel experiences at Flyin & Cleartip.
- Resolved passenger issues and complex inquiries through timely follow-up, improving customer satisfaction.
- Recognized by management for providing exceptional customer service.
- Delivered accurate support across Amadeus Global Distribution System transactions.
- Served Addressed requirements for travelers in GCC and Indian markets. with accurate support.
- Handled inquiries regarding NDC and LCC portal issues, ensuring clear service outcomes.
- Guided junior consultants on client service and booking procedures.
Travel Agent
Lufthansa Group – Teleperformance
Cairo
02.2025 - 12.2025
- Provided high-quality customer support for Lufthansa Group passengers from around the world.
- Earned recognition from management for consistently delivering exceptional customer service.
- Resolved passenger complaints and service disruptions, ensuring positive experiences through professionalism and empathy.
- Processed flight booking changes and cancellations according to Lufthansa policies.
- Delivered accurate guidance on flight schedules, check-in procedures, and baggage rules.
- Assisted with special service requests, including unaccompanied minors, wheelchair assistance, and meal preferences.
- Met and exceeded KPIs for customer satisfaction, call quality, and response time.
- Streamlined Amadeus Global Distribution System operations to enhance booking efficiency.
Customer Service Representative
Air Cairo - Outsourced through Xceed Contact Center
09.2023 - 01.2025
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Resolved customer complaints quickly to maintain high satisfaction.
- Guided passengers through bookings, check-ins, and flight schedules.
- Processed refunds, rebookings, and ticketing requests in a timely manner.
- Provided clear, accurate information about airline policies and procedures.
- Facilitated Egyptian market reservations and addressed service needs.
- Facilitated the use of Amadeus Global Distribution System to enhance operational efficiency.
- Escalated complex complaints to supervisors and airline support teams.
Receptionist 6 Data Entry Clerk
DHMC Clinic
06.2018 - 08.2018
- Supported front-desk operations and greeted visitors professionally.
- Entered patient information accurately while protecting confidentiality.
- Scheduled appointments and coordinated with medical staff.
- Provided front-desk support and maintained professional visitor reception.
- Recorded patient information accurately while preserving confidentiality.
- Coordinated appointment scheduling with medical staff.
- Oversaw daily administrative tasks to ensure office efficiency.
- Maintained accurate, confidential patient records to uphold patient trust and compliance.
- Enabled smooth appointment coordination with medical staff.
Education
Bachelor of Business Administration - Marketing | Human Resources
Future University In Egypt
Maadi06-2021
High School Diploma -
Al Bashaer American School
Cairo08-2017
Skills
- Customer service excellence
- Complaint handling
- Customer relations
- Conflict resolution
- Excellent communication
- Active listening
- Problem-solving
- Patience and empathy
- Time management
- Multitasking in fast-paced environments
- Stress tolerance under pressure
- Attention to detail
- Teamwork and collaboration
- Adaptability and flexibility
- Team building
Personal Information
- Nationality: Egyptian
- Date of Birth: November 20, 1999
- Military Status: Completed
LANGUAGES
Arabic: Mother Language, English: Fluent
Languages
English
Advanced (C1)
C1
Timeline
Customer Relations Specialist
ITA Airways
06.2026 - Current
Senior Travel Consultant
Flyin & Cleartip
12.2025 - 06.2026
Travel Agent
Lufthansa Group – Teleperformance
02.2025 - 12.2025
Customer Service Representative
Air Cairo - Outsourced through Xceed Contact Center
09.2023 - 01.2025
Receptionist 6 Data Entry Clerk
DHMC Clinic
06.2018 - 08.2018
Bachelor of Business Administration - Marketing | Human Resources
Future University In Egypt
High School Diploma -
Al Bashaer American School