Summary
Overview
Work History
Education
Skills
INTERNSHIPS:
Timeline
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Lilian Wagdy Fayez

Lilian Wagdy Fayez

Heliopolis,C

Summary

Dynamic Account Operation Manager with a proven track record at Kanoo Travel Egypt, excelling in client relationship management and strategic planning. Adept at enhancing operational efficiency and driving revenue growth through effective team leadership and analytical thinking. Recognized for delivering exceptional event management and fostering strong vendor partnerships.

Overview

21
21
years of professional experience

Work History

Account Operation Manager

Kanoo Travel Egypt
Cairo
01.2019 - Current
  • Handling meetings and events for MSD Egypt and Organon Egypt.
  • Collaborated with cross-functional teams, including marketing, sales, and finance.
  • Generated monthly reports on account status, trends, issues.
  • Conducted regular meetings with clients to review progress and discuss future goals.
  • Managed budgeting of accounts to ensure optimal use of resources.
  • Created reports on account activities, sales performance, and other metrics.
  • Organized events such as launches, get-togethers, cycle meetings, conferences, and symposiums for customers inside and outside Egypt, including air tickets, visas, airport meet-and-assist, accommodation, transportation, meeting rooms, outside dinners, and sightseeing.
  • Developed promotional materials to retain existing clients.
  • Performed market analysis to identify new business opportunities.
  • Provided guidance and training to junior team members as required.
  • Negotiated contracts with vendors or suppliers related to accounts management.
  • Developed and maintained relationships with key accounts to ensure customer satisfaction.
  • Ensured proper documentation of all client interactions and transactions.
  • Resolved customer complaints in a timely manner.
  • Analyzed customer data and developed strategies to increase revenue growth.
  • Achieved client loyalty through quality, productivity, service and proactive management.
  • Tracked industry news and developments to stay abreast of current trends.
  • Established strong relationships with clients through regular, personalized, high-skilled communication.
  • Monitored client satisfaction through surveys and feedback forms, implementing improvements based on results.
  • Ensured compliance with regulatory standards and company policies in all client interactions.
  • Conducted regular review meetings with clients to assess their needs and adjust services accordingly.
  • Prepared and presented detailed reports on client account status and growth.
  • Negotiated terms and conditions of client contracts to ensure mutual satisfaction.
  • Coached, developed and motivated team to achieve revenue goals.
  • Monitored daily customer account activity, reconciled discrepancies, and resolved issues promptly.
  • Managed a team of 6 or more employees responsible for handling customer daily operations.
  • Provided training to new staff on account operations policies and procedures.
  • Created detailed documentation regarding new processes and procedures for use by staff members.
  • Developed and implemented procedures to streamline account operations and ensure compliance with company standards.
  • Implemented strategies to improve operational efficiency and reduce costs associated with account operations.
  • Monitored progress by establishing plans, budgets and measuring results.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Delegated work to staff, setting priorities and goals.

Account Manager (Event Management)

Splendid Travel and Tourism
12.2015 - Current
  • Manage logistics and budgets on all assigned events (Lead event team through all phases of event, including planning, development, budget management, production/execution and post-event evaluation/recap
  • Responsible and accountable for delivering all aspects of the event within the approved financial scope, ensuring that the overall event objectives, deliverables and timelines are met and exceed expectations
  • Coordinate feedback from business line stakeholders and client attendees to integrate into continuous improvement effort.
  • Manage vendor relationships and contracts to leverage maximum financial benefits to the firm.
  • Research and source new vendors, event venues and markets when appropriate.
  • Serve as a consultant and mentor to administrative assistants who have event planning responsibility.
  • Serve as main communications point for all key stakeholders on event-related details
  • Cultivate and maintain effective external relationships with vendors and other essential partners
  • Provide event planning services, including but not limited to:
  • Vendor contracting and negotiation
  • Program collateral creation
  • Managing all Bookings and follow up on all payments
  • Menu selection
  • Development of invitations, theme and décor (Branding) with the suppliers
  • Management of attendee database for hotel rooming list and transportation manifests
  • Participation in event follow-up, including preparation and distribution of event surveys, tracking of expenses for final budgets, and appropriate archiving of event- and meeting-related materials.
  • Onsite event responsibilities include managing vendors (i.e. Production Company, registration services, etc.), event and tradeshow operations, exhibitor, staff and speaker support and lead generation process.
  • Issue the final invoices and closings.

Operation Manager, Avaiation department

Uniglobe Egytrav Egypt
12.2012 - 03.2015

Implants Team Leader

Excel Travel, HRG Egypt
08.2011 - 12.2012
  • Ensuring superior level of customer service is provided at all times by team members.
  • Offering on the job coaching, guidance and training to build an unbeatable team.
  • Recognizing effort and encourage high performance.
  • Creating development plans for areas that need developments.
  • Maximizing training opportunities done through HR, Airlines, GDS provider and other Suppliers.
  • Driving Sales Growth by proactive identification of opportunity accounts for growth.
  • Significant expansion of non air business through active promotion to Hotel, Car, Insurance and other 'cross sell' opportunities through GDS or Outgoing or Tourism Departments.
  • Ensuring that all subordinates strictly follow Excel Travel Policies & Procedures.
  • Coordinating with the Accounting Department to eliminate delay in transaction processing; to guarantee prompt Invoicing delivery.
  • Working closely with the team to ensure HRG service level standards are abided by at all times.
  • Ensuring that all accounts that have SLAs are closely implemented.
  • Professionally handling all operation issues and complains to avoid client's loss.
  • Establishing strong Airlines/Suppliers relationships to enhance the service to customers
  • Making sure that staff read all their airline memos and save it in folders.
  • Having weekly visits/calls to the implants and briefings with subordinates to discuss issues, opportunities and enhance learning.
  • Acting as a team player and coordinate positively with other Departments – Colleagues.
  • SWOT analysis should be sent to the manager for each implant & employees every 2 weeks.

Shell Egypt Implant In Charge

Excel Travel, HRG Egypt
12.2009 - 08.2011

Account Manager

Porto Tours in Amer Group
06.2009 - 12.2009
  • Sought for and got new accounts to increased the work flow.
  • Handled all the travel operation in Porto Tours.
  • Upkeep of office administrative facilities and ensure availability of daily miscellaneous requirements to provide harmonious work culture to Employees.
  • Supervised the employees to ensure high level of customer service.

Senior Travel Counselor

American Express of Egypt LTD
07.2004 - 06.2009
  • Worked with an airline reservation and ticketing system to handle the clients’ requests and demands.
  • Reserved hotels worldwide and arranged travel packages.
  • Sought for the best fares in order to meet and exceed clients’ expectations.
  • Complied with business travel quality standards and ensured all client profiles are up to date and amended as necessary and complied with client travel policy.
  • Took initiative to ensure high level of customer service and made decisions to resolve issues.
  • Advised, planed and constructed multi sector itineraries using creative and cost saving fare options, to meet customer requirements.
  • Ensured controls are complied with as outlined in the policies and procedures manual.
  • Ensured applying each account travel policy (Deals, Discount etc…).
  • Ensured that refund procedures done within its timeframe.
  • Dealt with accounting department to solve invoicing problem.
  • Managed own workload and has the ability to recognize problems and determine priorities.
  • Handled all the Admin work, arranged meetings, filled, planned and prepared monthly reports.

Education

B.A. - English department

Faculty of Arts, Ain Shams University
Cairo, Egypt
05.2004

Skills

  • Microsoft Office Suite
  • Voice of Excellence course
  • EgyptAir course in passenger fares and ticketing
  • Sabre system course, Amadeus system, and customer service course
  • Language proficiency in English, French, and Italian
  • Translation expertise
  • Team leadership
  • Analytical thinking
  • Materials preparation
  • Team collaboration
  • Coaching and mentoring
  • Operational efficiency
  • Strategic planning
  • Account management
  • Event planning
  • Client relationship management
  • Adaptability and reliability require a positive attitude, possess a strong work ethic, and adapt to changes
  • Problem-solving skills
  • Work under stress
  • Ability to handle multiple tasks, prioritize, and stay organized to ensure timely and accurate work
  • Well organized, detail-oriented, and self-motivated team member
  • Strong project and time management skills on an individual and group level
  • Motivated and dedicated
  • Effective communication skills, easily communicate, and interact with clients and colleagues

INTERNSHIPS:

3 months in American Express of Egypt LTD (July-September 2003)

Timeline

Account Operation Manager

Kanoo Travel Egypt
01.2019 - Current

Account Manager (Event Management)

Splendid Travel and Tourism
12.2015 - Current

Operation Manager, Avaiation department

Uniglobe Egytrav Egypt
12.2012 - 03.2015

Implants Team Leader

Excel Travel, HRG Egypt
08.2011 - 12.2012

Shell Egypt Implant In Charge

Excel Travel, HRG Egypt
12.2009 - 08.2011

Account Manager

Porto Tours in Amer Group
06.2009 - 12.2009

Senior Travel Counselor

American Express of Egypt LTD
07.2004 - 06.2009

B.A. - English department

Faculty of Arts, Ain Shams University

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Lilian Wagdy Fayez