Niemat Ibrahim Zahri
Cairo
Summary
With a proven track record at Etihad Airlines, I excel in delivering exceptional customer service and managing complex travel itineraries, leveraging my expertise in GDS systems and effective communication. My approach has consistently fostered client loyalty and streamlined operations, marking me as a pivotal team member in high-stakes environments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Travel Advisor
Etihad Airlines
Cairo
07.2020 - 12.2024
- Customer Service Excellence:Provide personalized assistance to clients, ensuring high levels of customer satisfaction.
Offer expert travel advice on destinations, flight options, and travel packages.
Handle high-profile clients or VIP customers, offering a premium and tailored experience.
Address and resolve any issues, complaints, or inquiries in a professional manner to ensure customer loyalty.
- Flight Reservations & Ticketing:Book and manage flights, ensuring the best available options for the client’s requirements.
Provide accurate fare quotes and assist with reservations, ensuring efficient and error-free bookings.
Issue tickets, make ticket adjustments, and handle cancellations or changes to reservations as required.
- Managing Complex Itineraries:Design complex travel itineraries, including multi-city or multi-leg journeys, ensuring all logistics are seamlessly coordinated.
Work with different departments or partners (e.g., hotels, car services) to ensure the customer’s entire travel experience is coordinated.
- Travel Documentation & Compliance:Assist with visa and passport requirements, including providing guidance on necessary travel documentation.
Ensure compliance with airline, country-specific, and regulatory requirements, including customs and immigration guidelines.
- Upselling & Product Knowledge:Promote and upsell additional services like travel insurance, lounge access, seat upgrades, or extra baggage.
Maintain up-to-date knowledge of Etihad’s services, products, promotions, and partnerships to advise customers effectively.
- Problem Resolution:Handle challenging situations, such as flight disruptions, cancellations, or overbookings, by finding alternative solutions or providing compensation options.
Act as an escalation point for any issues that junior travel advisors or customer service representatives cannot resolve.
- Team Collaboration:Work collaboratively with other team members, such as ticketing agents, customer service staff, and operations teams, to ensure smooth coordination of customer requests and requirements.
Provide support and mentorship to junior travel advisors or new hires, helping them to develop their skills.
- Client Relationship Management:Develop and maintain long-term relationships with clients, ensuring repeat business and fostering loyalty.
Follow up on client feedback, surveys, or requests to enhance the service quality and improve future customer interactions.
- Technology Utilization:Use airline reservation systems (such as Amadeus, Sabre, or Galileo) to process bookings, changes, and cancellations.
Stay up-to-date with the latest tools, software, and trends in the travel industry to ensure efficiency and accuracy.
- Reporting & Administrative Tasks:Track sales metrics, booking targets, and performance data.
Prepare reports on customer feedback, ticket sales, and performance for management.
Cargo Operations Agent
Turkish Airlines
Khartoum
01.2018 - 03.2020
- Cargo Handling & Coordination:Manage the loading and unloading of cargo from aircraft, ensuring it is secured properly and safely.
Ensure cargo is accurately checked, documented, and routed according to scheduled flights.
Oversee the movement of cargo within the airport, ensuring compliance with safety regulations and security protocols.
- Documentation & Record Keeping:Process and maintain accurate records for cargo shipments, including airway bills, customs documentation, and manifests.
Verify cargo details, including weight, dimensions, and delivery instructions, to ensure proper handling and transportation.
Coordinate with customs authorities for any required inspections or documentation.
- Customer Service:Provide exceptional service to cargo clients by answering inquiries, tracking shipments, and resolving any issues related to cargo handling or delivery.
Communicate with internal teams, including flight crews, ramp agents, and logistics personnel, to ensure efficient cargo operations.
Address and resolve customer complaints or delays in a timely and professional manner.
- Safety & Compliance:Ensure cargo operations comply with aviation safety regulations, including those related to hazardous materials, weight limitations, and security protocols.
Conduct safety checks of equipment and facilities to ensure operational safety standards are met.
Participate in regular safety meetings and training sessions to stay updated on industry regulations.
- Equipment & Inventory Management:Manage and maintain cargo equipment such as palletizers, forklifts, and other machinery used in the transportation and storage of cargo.
Oversee cargo storage areas, ensuring that they are organized, secure, and optimized for efficient operations.
- Collaboration & Communication:Work closely with various teams, including flight operations, customer service, and ground staff, to ensure the timely movement and delivery of cargo.
Communicate effectively with airlines, freight forwarders, and customs agencies to ensure smooth operations.
Education
Bachelor Degree - Marketing Management
Ahfad University For Women
Khartoum, Sudan 06-2018
High School Diploma -
Cwmbron Aviation Science Training Academy
Khartoum06-2014
Skills
- Customer service
- Flight reservations
- Complex itinerary management
- Travel documentation
- Upselling services
- Problem resolution
- Client relationship management
- Airline reservation systems
- Cargo handling
- Effective communication
- Inventory management
- Time management
- Data analysis
- Strong communication skills
- Advanced itinerary planning
- Exceptional customer service
- Multilingual proficiency
- Travel industry experience
- Global travel regulations
- GDS systems mastery
- Client relations
- Credit card payments
- Travel research
- Special needs travelers
- Interpersonal communications
- Travel arrangements
- Regulations and compliance
- Language proficiency
- Marketing
- Global destinations
- Sales reporting
- Travel packages
- Brand awareness
- Mentoring and training
- High volume environments
- Team oversight
- Cultural awareness
- Strong negotiation
- Membership retention strategies
- Database management
- Written and oral communication
- Membership promotions
- Membership processing
- CRM software
- Multitasking
Languages
Arabic
First Language
English
Proficient (C2)
C2
Certification
- Amadeus
- Wardeire
References
References available upon request.
Timeline
Senior Travel Advisor
Etihad Airlines
07.2020 - 12.2024
Cargo Operations Agent
Turkish Airlines
01.2018 - 03.2020
Bachelor Degree - Marketing Management
Ahfad University For Women
High School Diploma -
Cwmbron Aviation Science Training Academy
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