Rashed Mzahem
Dearborn,MI
Summary
Accomplished Sales Manager offering over 18 years of experience developing and maximizing travel sales. Diligent in building and retaining accounts by providing support and attentive service. Expertise in marketing strategies, product promotion and merchandising to achieve market penetration. Successful record of expanding network connections through persuasive brand imaging.
Overview
18
18
years of professional experience
Work History
Associate Manager
ADTRAV
Birmingham, AL
08.2022 - Current
- Managed day-to-day Groups air operations and assigned tasks to agents.
- Attended client meetings to ensure proper setup and meet expectations.
- Resolved any problems related to bookings, ticketing, exchanges.
- Handled complex international travel itineraries and provided bookings according to client needs.
- Implemented new workflows to ensure efficiency and provided technology recommendations.
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Oversaw training and onboarding process for all newly hired employees within our department.
- Personally retained three major accounts, one of which gave us over 12 million dollars in sales per year.
- Processed payroll using Paycom.
Customer Experience Specialist
Hopper
Remote, Remote
11.2021 - 08.2022
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Documented customer interactions in ''Kustomer'' to maintain customer service history details.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Developed highly empathetic client relationships and is known for exceeding service standard goals.
- Followed through on all critical inter-departmental escalations to increase customer retention rates.
- Processed ticket exchanges, refunds, and escalated cases received through Social Media and BBB.
CEO
Travel House Inc
Dearborn, MI
09.2016 - 06.2021
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Implemented automated office systems, optimizing client and data communications as well as records management.
- Negotiated Air and Hotel contracts directly with the suppliers.
- Monitored market trends and activities to maintain competitive rates and strategies, increasing net revenue.
Travel Agency Manager
M&H Travel Services
Dearborn, MI
07.2008 - 08.2016
- Handled all aspects of client complaints by maintaining quality communications and establishing productive relationships.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Performed customer needs assessments and coordinated resolutions with supply chain and quality teams.
- Organized budget documentation and tracked expenses to maintain tight business controls.
Ticketing Agent
Travel House International
Amherst, NY
06.2004 - 06.2008
- Processed order transactions and provided customers with detailed itineraries, tickets and receipts.
- Reviewed tickets, identification and passports to verify traveler identity.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Responded to clients' questions, issues, and complaints and found appropriate solutions when needed.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
Education
High School Diploma -
Penn Foster Career School
Scranton, PA06.2016
Skills
- Over 18 years of experience in direct-to-client sales
- Over 10 years of B2B sales experience
- Client retention and de-escalation experience
- 5 Years Experience in AMADEUS GDS
- Processing refunds, and exchanges in both SABRE and AMADEUS
- Submitting the weekly ARC report and correcting errors
- Negotiating deals with travel suppliers
- Knowledge of TRAMS back office software
- A notary public in the state of Michigan
- Experience with ''Kustomer'' CRM
- Onboarding new employees and providing training
Timeline
Associate Manager
ADTRAV
08.2022 - Current
Customer Experience Specialist
Hopper
11.2021 - 08.2022
CEO
Travel House Inc
09.2016 - 06.2021
Travel Agency Manager
M&H Travel Services
07.2008 - 08.2016
Ticketing Agent
Travel House International
06.2004 - 06.2008
High School Diploma -
Penn Foster Career School
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