Volunteer work
Mahmoud Wahby
Quality Analyst
Cairo
Summary
Resourceful Travel Consultant passionate about providing dream experiences in leisure travel. Strong research background and love of all things travel. Extensive career in hospitality working with clients pursuing unique vacation adventures.
Ambitious Quality Analyst with track record of dependability and leadership.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Quality Analyst
Flairstech
Cairo
08.2023 - Current
- Provided regular updates to team leadership on quality metrics by communicating consistency problems and production deficiencies.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Developed and maintained quality assurance procedure documentation.
- Proved successful working within tight deadlines and a fast-paced environment.
Subject Matter Expert
Flairstech
Cairo
05.2022 - 08.2023
- Designed and prepared technical reports, studies, and related documentation.
- Worked with multidisciplinary teams in new product rollout, effectively addressing inquiries and troubleshooting issues.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to agents, paying attention to special needs or wants.
- Trained staff on operating procedures and company services.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Fulfilled agent`s requests that need higher access to the system.
- Contact airlines and suppliers for updated policies and to obtain waivers.
- Managed the floor as a delegate when no supervisor is available.
Senior Travel Advisor
Flairstech
Cairo
01.2022 - 03.2023
- Booked transportation using booking engines and Amadeus GDS.
- Responded promptly to client calls requesting new travel arrangements or changes to existing itineraries to provide optimal customer service.
- Handled customer inquiries and suggestions courteously and professionally.
Back Office Officer
Flairstech
Cairo
03.2022 - 05.2022
- Provided primary customer support to internal and external customers.
- Responded to customer requests Via email.
- Handled Customers` complains to save any potential payouts.
- Communicated with all other internal departments to resolv customers` issues.
Account Manager, Marketing
Guerrilla Marketing School
Cairo
05.2021 - 12.2021
- Identified appropriate marketing channels and target customers for campaigns.
- Completed in-depth reviews of market conditions and customer preferences.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Conducted research to analyze customers' behavior, preferences and purchasing habits.
Sales Representative
Guerrilla Marketing School
Cairo
01.2021 - 05.2021
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
- Developed and delivered engaging sales presentations to convey product benefits.
- Retained excellent client satisfaction ratings through outstanding service delivery.
Travel Advisor
Teleperformance Egypt
Cairo
06.2019 - 01.2021
- Contacted preferred suppliers for air, hotel and ground transportation to receive incentives, upgrades and other amenities for clients.
- Booked transportation using booking engines and Sabre and Amadeus GDS, made hotel reservations and collected payments to optimize trip planning.
- Responded promptly to client calls requesting new travel arrangements or changes to existing itineraries to provide optimal customer service.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
Education
Bachelor of Commerce - Business Management
Suez Canal Univercity
Ismailia, Egypt 06.2013 - 06.2017
Skills
Travel research
Itineraries
Mentoring and training
Excellent Communication
Data Entry
Active Listening
Teamwork and Collaboration
Interests
Learning new skills
Cultures
Timeline
Quality Analyst
Flairstech
08.2023 - Current
Subject Matter Expert
Flairstech
05.2022 - 08.2023
Back Office Officer
Flairstech
03.2022 - 05.2022
Senior Travel Advisor
Flairstech
01.2022 - 03.2023
Account Manager, Marketing
Guerrilla Marketing School
05.2021 - 12.2021
Sales Representative
Guerrilla Marketing School
01.2021 - 05.2021
Travel Advisor
Teleperformance Egypt
06.2019 - 01.2021
Bachelor of Commerce - Business Management
Suez Canal Univercity
06.2013 - 06.2017