Mohamed Ashraf
Cairo,C
Summary
Results-driven professional with extensive experience across telesales, team leadership, operations, and hospitality management within accommodation and reservation-based businesses. Proven career progression from Telesales Agent Opener to Closer, Team Leader, and Operations/Reservation Management roles.
Expert in lead generation, high-conversion sales, team development, and operational optimization. Demonstrated ability to improve booking efficiency, increase occupancy rates, and drive revenue growth while maintaining high customer satisfaction and data accuracy. Skilled in CRM systems, reservation platforms, and performance analysis.
Overview
5
5
years of professional experience
Work History
Hotel Reservation Manager
Daleel Al Maalem
07.2025 - 11.2025
- Managing daily reservation operations and booking systems
- Supervising and training reservation agents and back office staff
- Monitoring room availability, rates, and occupancy levels
- Optimizing pricing strategies to maximize revenue (yield management)
- Coordinating with sales, front office, and operations teams
- Handling VIP bookings, group reservations, and escalated cases
- Reviewing and approving cancellations, modifications, and refunds
- Generating reports on occupancy, revenue, and booking trends
- Ensuring data accuracy across reservation systems and CRM tools
- Implementing policies and procedures to improve efficiency and service quality
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
Back Office Specialist
EHP
03.2023 - 10.2024
- Managing and updating booking systems and reservation records
- Coordinating with telesales and customer service teams to confirm bookings
- Handling customer data, contracts, and accommodation details
- Monitoring availability, pricing, and booking accuracy
- Processing cancellations, modifications, and refunds
- Maintaining CRM systems with up-to-date and accurate information
- Generating daily/weekly reports on bookings and occupancy rates
- Communicating with internal departments to ensure smooth operations
- Ensuring compliance with company policies and service standards
Operations Manager
IKT Business Solutions
06.2022 - 01.2023
- Managing and overseeing day-to-day operational activities
- Developing and implementing efficient processes and workflows
- Monitoring performance metrics (KPIs) and improving productivity
- Leading multiple teams (e.g., sales, customer service, support)
- Ensuring targets, service levels, and quality standards are met
- Identifying operational gaps and implementing improvement strategies
- Managing budgets, resources, and cost control initiatives
- Coordinating between departments to ensure smooth operations
- Preparing reports and presenting performance insights to senior management
Telesales Team Leader
IKT Business Solutions
10.2021 - 05.2022
- Leading and managing a team of telesales agents (openers and/or closers)
- Monitoring daily performance, KPIs, and sales targets
- Coaching team members to improve communication, objection handling, and closing skills
- Conducting regular call evaluations and providing constructive feedback
- Developing sales strategies and scripts to improve conversion rates
- Handling escalated customer cases and complex objections
- Preparing performance reports and analyzing sales data
- Motivating the team to achieve and exceed targets
- Ensuring proper use of CRM systems and accurate reporting
Telesales Specialist ( Closer )
IKT Business Solutions
06.2021 - 09.2021
- Managing inbound and outbound qualified leads provided by the sales team
- Conducting in-depth needs analysis to understand customer requirements
- Presenting products/services in a clear, value-driven manner
- Handling objections professionally (pricing, timing, competition, trust)
- Negotiating terms and guiding prospects toward a purchasing decision
- Closing sales and processing agreements or payments
- Maintaining accurate records using CRM systems
- Following up with potential clients to maximize conversion rates
Telesales Agent ( Opener )
IKT Business Solutions
03.2021 - 05.2021
- Conducting outbound calls to prospective clients using provided databases
- Introducing products/services in a clear and engaging manner
- Capturing customer interest within the first interaction
- Qualifying leads based on predefined criteria (interest, need, budget)
- Scheduling appointments or transferring qualified prospects to closers
- Handling basic inquiries and overcoming initial objections
- Maintaining accurate call records and updating CRM systems
- Achieving daily/weekly call and lead generation targets Making outbound calls to potential customers
- Introducing the company/product quickly and clearly
- Booking appointments or transferring leads to closers
- Updating CRM with call results
- Optimized call scripts by incorporating persuasive language techniques for more impactful conversations with prospects.
Education
Bachelor of Science - Business Information Technology
Canadian Internationa College
Sheikh Zayed City , Egypt06-2023
Skills
- Time management
- Customer service excellence
- Problem-solving expertise
- Team development
- Research and analysis
- Sales experience
- Effective multitasking
- Team leadership
- Adaptability and flexibility
- Active listening
- Operations management
- Task prioritization
- Customer service
- Motivational
Languages
Arabic
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Spanish
Beginner (A1)
Timeline
Hotel Reservation Manager
Daleel Al Maalem
07.2025 - 11.2025
Back Office Specialist
EHP
03.2023 - 10.2024
Operations Manager
IKT Business Solutions
06.2022 - 01.2023
Telesales Team Leader
IKT Business Solutions
10.2021 - 05.2022
Telesales Specialist ( Closer )
IKT Business Solutions
06.2021 - 09.2021
Telesales Agent ( Opener )
IKT Business Solutions
03.2021 - 05.2021
Bachelor of Science - Business Information Technology
Canadian Internationa College