Mohamed Salama
Senior Travel Consultant
Giza
Summary
I enjoy discovering new things and experiencing them. I enjoy taking on new tasks because they keep me active. I am energized and full of enthusiasm. I have spent the last seven years of my job overseeing customer assistance, which includes booking, training, and staff relations. My career aim is to be successful in a growth-oriented atmosphere, land a position that gives me job satisfaction and self-development, and assist me in achieving both my personal and professional objectives.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Senior Travel Consultant
Seera Group
Cairo
01.2019 - Current
- Handling consumer inquiries via email, the issuance and reissue of tickets, customer complaints, the help desk, and, if necessary, airline contact. Support the Live Engage team and voice team
- Handling Failed bookings
- Make Airline policies for SCH and COVED-19 that save time and money and get customer satisfaction.
- Trained and onboarded two new batches, monitored their performance, and drove them to QA certification and passing probation.
- Do training sessions for Amadeus, LCC, and Galileo.
- Discovered website gaps that saved 20% of the company’s revenue and reduced expected losses
- Evaluated as always exceeded expectations for three years.
- Identified issues, analyzed information, and provided solutions to problems.
Travel Consultant
Seera Group
Cairo
02.2018 - 01.2019
- Communicate with customers via phone, email, and chat.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
- Informed clients of travel policies and utilized preferred vendors to maximize company profits.
- Organized trips for individual, family, and business travelers.
- Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
- Kept abreast of all airline rules, regulatory requirements, and industry standards when scheduling travel arrangements.
- Work with internal departments to meet customer's needs
- Data entry on various platforms (Unify System).
- Employee of the month for six months.
- Evaluated as Always exceeding expectations.
- Promoted to senior Travel Consultant within a year.
Travel Consultant
Tajawal UAE
Cairo
05.2017 - 01.2018
- Learned and gained professional handling techniques, technical troubleshooting, and financial readings.
- Working on Amadeus, Sabre, LCC portals, Online Travel, the leisure industry, and Hotel Booking.
- Promoted from line one to line two of the escalation and loyalty team in three months.
- I supervised a group of new hires during their nesting phase and helped them get QA certification.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Provided customers with the best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Developed promotional materials for travel packages to market hot destinations.
- Kept abreast of all airline rules, regulatory requirements, and industry standards when scheduling travel arrangements.
Customer Service Representative
Mobily
Cairo
02.2015 - 09.2015
- Managed over 200 customer calls per day
- Identify and assess customers’ needs to achieve satisfaction
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
- Promoted to be an SME in four months
- Employee of the month four times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Booking Agent
Sky Blue
Alexandria, ALX
05.2014 - 12.2014
- Make Domestic Packages
- Booked hotels.
- Sales and issue flights.
- Employee of month twice.
- Make sales totaling 500K EGP in one month.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
Education
Bachelor's degree - Tourism And Hotel
Sadat University
Menofia Governorate 01.2011 - 02.2015
Skills
Amadeus
Galileo
Sabre
Coaching and Developing Employees
TeamworkMicrosoft ExcelAirline TicketingProblem SolvingSalesNegotiationBusiness travelers
Time Management
Critical Thinking
Communication
Hotel Reservation
Travel Management
Timeline
Senior Travel Consultant
Seera Group
01.2019 - Current
Travel Consultant
Seera Group
02.2018 - 01.2019
Travel Consultant
Tajawal UAE
05.2017 - 01.2018
Customer Service Representative
Mobily
02.2015 - 09.2015
Booking Agent
Sky Blue
05.2014 - 12.2014
Bachelor's degree - Tourism And Hotel
Sadat University
01.2011 - 02.2015