SOHA USAMA
Experienced Senior Travel Consultant
New Cairo,Egypt
Summary
Independent Travel Agent offering more than 13 years of industry experience. Terrific communicator with base of wealthy, loyal clientele. Consistently delivers best client experiences resulting in repeat business and market expansion. 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. Corporate Travel Consultant with laser-like focus on marketing and providing customer satisfaction. Exceptional scheduler with expertise in time management. Career success in travel and hospitality for private, global and corporate customers.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work History
Travel Consultant and VIP Account Manager
Nirvana Travel & Tourism
3 2024 - Current
- Handle more than 65 inquiries and responding to requests via email per day.
- Handled more than 5 groups to Georgia, Armenia and Azerbaijan.
- Confirmed 95% of received requests.
- Book flights on GDS, hotels, transfers, tours, meeting rooms, business meetings, car rental and all travel services.
- Negotiating contracts, terms, and pricing with clients to ensure mutually beneficial agreements that align with company objectives.
- Resolving any issues or concerns that key clients may have, ensuring high level of customer satisfaction.
- Providing regular reports on account status, revenue forecasts, and performance metrics to management.
- Staying informed about travel industry, including new destinations, travel regulations, and emerging trends, to provide informed advice and solutions to clients.
- Implementing strategies to retain key accounts and prevent churn, such as regular check-ins, customer feedback surveys, and personalized service.
- Maintaining long-term relationships with important clients, driving revenue growth, and ensuring customer satisfaction through personalized service and strategic planning.
- Assisting and consulting individual clients to determine their needs and advise them on appropriate destination, modes of transportations, travel dates, costs, and accommodations.
- Attending travel seminars to remain updated with tourism trends.
- Enter data into accounting systems and maintain client files.
- Network with DMCs and hotels.
- Maintain statistical and financial records.
- Sales by 3 million Dirhams per week.
- Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations
- Worked closely with clients to understand unique needs and meet specific travel desires
- Maintained accurate records of bookings, payments, and client information for smooth operations and future reference
- Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements
- Organized group tours, ensuring seamless experience from start to finish for all participants
- Negotiated with vendors to secure competitive rates, resulting in cost-effective travel options for clients
- Organized trips for individual, family and business travelers
- Maintained and updated corporate traveler profiles with current information
- Educated clients on destination-specific considerations such as customs regulations, local attractions, or cultural norms to enhance their overall experience abroad
- Enhanced customer satisfaction by tailoring travel packages to individual preferences and needs
- Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints
- Handled sensitive information with professionalism and discretion
- Addressed unforeseen challenges during trips by coordinating alternative arrangements or providing support as needed
- Stayed up-to-date on current trends, destinations, and supplier offerings to provide most relevant advice to clients
- Expanded agency's network of suppliers by establishing partnerships with airlines, hotels, tour operators, and other service providers
- Increased repeat business by providing outstanding customer service and addressing client concerns promptly
- Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation
- Completed accurate reservations for business travelers at point of sale
- Continuously sought opportunities for professional development by attending industry conferences, webinars, and training sessions to stay current on latest trends in travel
- Followed up with customers to increase customer service with travel plans
- Updated and maintained customer databases to increase customer retention
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience
- Collaborated with advertising group to create uniformity between advertising messages and retail incentives
- Delivered recommendations to long-term accounts to promote brand awareness to key audience
- Facilitated business by implementing practical networking techniques
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives
- Increased sales volume and expanded product line to new retailers, warehouse clubs and natural food chains
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth
- Increased profit margins by effectively controlling budget and overhead and optimizing product turns
- Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues
- Directed sales support staff in administrative tasks to help sales reps close deals
- Managed revenue models, process flows, operations support and customer engagement strategies
- Organized promotional events and interacted with community to increase sales volume
- Compiled and analyzed data to determine approaches to improve sales and performance
Operations Manager
Vibes Travel Egypt
2022.11 - 2024.02
- Monitoring and observing over 25 team members.
- Team Guidance to increase productivity and achieve targets.
- Assuring that operation loop is on track.
- Destination awareness
- Confirming over 10 group trips during summer to Europe and other destinations.
- Handling more than 100 traveler each quarter.
- Achieving 95% of sales target
- Illustrating unknown tourism abbreviations (SOTO, GDS…etc)
- Developing team skills (Time management, following up, handling problem, professional emails…etc)
- Assisting them in their readymade and customized packages
- Revising operational files
- Sharing new ideas, insights & sales techniques
- Arranging leaves & permissions
- Assigning tasks to each one of team
- Enhancing their performance & teamwork spirit
- Supporting in operations
- Taking over big problems with clients
- Motivating and appreciating their success
- Revising Team To do and briefing every day
- Creating new packages for new destinations
- Getting new suppliers and agents
- Revising Quotations, readymade packages & operational files
- Targeting new segments as corporate, Schools & universities
- Opening new sales channels
- Defining targeted customer persona to Develop business and innovate new ideas to match their needs
- Coordinating with other departments like accounting, marketing, HR, Design and aviation to ensure integration
- Creating weekly, monthly, quarterly and annual plans
- Analyzing problems to avoid
- Setting strategies with TOP management to achieve company's vision
- Implementing plans to achieve goals and objectives
- Checking sales reports
- Technical Filtering and selecting new candidates.
- Led hiring, onboarding and training of new hires to fulfill business requirements
- Developed and implemented strategies to maximize customer satisfaction
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines
- Developed strong relationships with vendors, resulting in better pricing and improved service quality
- Introduced new methods, practices, and systems to reduce turnaround time
- Developed systems and procedures to improve operational quality and team efficiency
- Supervised operations staff and kept employees compliant with company policies and procedures
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them
- Increased profit by streamlining operations
- Facilitated smooth collaboration between departments through clear communication channels
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly
- Implemented quality control systems that boosted overall product consistency and reliability.
- Analyzed and reported on key performance metrics to senior management.
Senior International Tour Operator & Accounts Manager
TriptanZa
2021.10 - 2022.10
- Plan and sell transportations, accommodations, insurance, and other travel services
- Cooperate with clients to determine their needs and advise them appropriate destination, modes of transportations, travel dates, costs, and accommodations
- Provide relevant information, brochures, and publications (guides, local customs, maps, regulations, events etc) to travelers
- Book transportation, make hotel reservations and collect payment/fees
- Use promotional techniques and prepare promotional materials to sell itinerary tour packages
- Deal with occurring travel problems, complaints, or refunds
- Attend travel seminars to remain updated with tourism trends
- Enter data into software and maintain client files
- Network with tour operators
- Maintain statistical and financial records
- Meet profit and sales targets
- Prepare ready-made trips (Honeymoon – Seasonal packages – Family trips)
- Prepare group trips.
- Guided groups of up to 120 people on scheduled tours
- Managed payroll operations for team of 20 employees
Branch Manager
Tanis International Travel
2018.11 - 2021.09
- Develop business and looking for new ideas
- Enhance branch production rates by handling staff conflicts, evaluations, hiring/termination processes, coaching employees on company protocol
- Evaluating staff and business growth
- Communicate with supervisors to negotiate new projects
- Keep track of tour expenses, compare actual expenses with plan, analyze performance versus plan, and report sale's profit to Board of Directors
- Manage monthly, quarterly, and annual sales meetings and reports to monitor and improve company sales performance
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly
- Increased branch profitability by implementing cost-saving measures and streamlining operational processes
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within team
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support
- Assessed employee performance and developed improvement plans
- Developed high-performing team through targeted recruitment, training, and performance management initiatives
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales
- Coordinated marketing campaigns tailored towards target audience segments resulting in increased brand awareness within local community
- Optimized branch inventory management practices for improved product availability and reduced stock obsolescence costs
- Completed filings and upheld strict compliance with regulatory agencies and supervisors
- Prepared cash flow projections, cost analysis and monthly, quarterly and annual reports
- Developed strategic plans for day-to-day financial operations
- Improved overall financial reporting by streamlining control processes and reporting structures
- Prepared internal and regulatory financial reports, balance sheets and income statements
- Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities
- Implemented and regularly reviewed financial controls to generate accurate and reliable financial data
Operation Manager
Tanis International Travel
2016.11 - 2018.11
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them
- Developed systems and procedures to improve operational quality and team efficiency
- Developed and implemented strategies to maximize customer satisfaction
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes
- Increased profit by streamlining operations
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines
- Analyzed and reported on key performance metrics to senior management
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services
- Developed strong relationships with vendors, resulting in better pricing and improved service quality
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints
- Identified and resolved unauthorized, unsafe, or ineffective practices
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs
- Developed and maintained relationships with external vendors and suppliers
- Achieved higher employee retention rates by fostering positive work environment and providing opportunities for professional growth
- Reported issues to higher management with great detail
- Managed purchasing, sales, marketing and customer account operations efficiently
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality
- Devised processes to boost long-term business success and increase profit levels
Senior Tour Operator
Belaia Roza – Saffarna
2016.02 - 2016.10
- Work closely with management team members to create new and lucrative tours
- Develop tour programming to enhance guests' experiences
- Identify issues, analyze information, and provide solutions to problems
- Resolve problems, improve operations, and provide exceptional service
- Create plans and communicate deadlines to ensure projects were completed on time
- Increase customer satisfaction by resolving issues.
- Guided groups of up to 70 people on scheduled tours
- Developed strong relationships with local businesses, fostering mutually beneficial partnerships.
- Ensured compliance with relevant regulations regarding safety, licensing, and permits at all times during tours operation.
- Streamlined booking processes for increased efficiency and higher guest retention rates.
- Handled customer complaints professionally, resolving issues quickly to maintain positive relationships with clients.
- Managed team of junior tour operators, providing guidance and support for their professional growth.
- Organized special events for guests during tours, enhancing their overall experience and promoting repeat business.
- Coordinated staff training programs focused on customer service skills development; improved overall guest satisfaction ratings through these efforts.
- Negotiated favorable contracts with vendors and suppliers, reducing overall operational costs.
- Collaborated with international agents to expand company's reach in global markets.
- Oversaw daily operations, maintaining high standards of service and addressing any issues promptly.
- Initiated cross-functional collaboration between departments such as sales and marketing, resulting in more cohesive promotional campaigns and increased bookings.
- Conducted thorough market research to identify emerging travel trends and adjust offerings accordingly.
- Enhanced customer satisfaction by tailoring tour packages to individual preferences and interests.
- Implemented innovative marketing strategies to attract new clients and increase brand visibility.
- Monitored competitor offerings closely, adjusting pricing strategies as needed to remain competitive in market.
- Built personal relationships with guests to promote positive experiences.
Travel Counselor
Belaia Roza – Saffarna
2015.07 - 2016.02
- Managed up to 50 client per day.
- Confirming 90% of received requests
- Achieving sales target.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments
- Arranged travel accommodations for groups, couples, executives, and special needs clients
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets
- Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians, and business executives
- Communicated benefits and information regarding international travel insurance with clients and obtained best rates
- Collaborated with team members to share industry knowledge and improve overall service offerings
- Consistently met sales targets by upselling additional services such as excursions, insurance policies, or upgraded accommodations
- Solved challenging travel issues promptly to minimize disruptions and maintain positive customer relationships
- Enhanced customer satisfaction by providing personalized travel recommendations and expert trip planning advice
- Built strong relationships with vendors to secure exclusive deals and special rates for clients
- Handled customer inquiries professionally through phone calls, emails or face-to-face meetings
- Assisted corporate clients in managing their business travels efficiently while adhering to budgets
- Maintained detailed records of client interactions and transactions, ensuring seamless experience for returning customers
- Assisted customers in obtaining necessary travel documentation such as visas or passports
- Created promotional materials showcasing enticing travel packages and shared them across various platforms
- Evaluated supplier performance periodically for maintaining quality of services offered
- Managed complex travel arrangements, including multi-city flights, accommodations, and transportation logistics
- Provided exceptional post-travel support to address any concerns or complaints from clients
- Leveraged social media platforms effectively for promoting services offered which led to increase in clientele
- Streamlined booking processes for increased efficiency and improved client experiences
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings
- Advised customers on necessary travel documents and visa requirements to successfully reach planned destination
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations
- Updated and maintained customer databases to increase customer retention
- Researched and kept abreast of new travel destinations, attractions, hotels and restaurants to increase services offered
- Collaborated with colleagues to create and promote special travel packages
- Helped senior managers make effective decisions based on current and accurate reporting
- Developed promotional materials for travel packages to market hot destinations
- Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers
- Assisted clients with flight changes and cancellations to minimize travel disruptions
- Helped customers with passport and visa applications
- Implemented automated office systems, optimizing client, and data communications as well as records management
- Monitored currency exchange rates and advised customers on best time to purchase foreign currency
- Administered customer surveys to measure satisfaction with services and better understand desires and expectations
Tour Operator
Raya Travel
2011.11 - 2015.07
- Issue tickets on Amadeus and make hotel reservations
- Process and issue Visas
- Analyze information about different destinations and provide exciting, detailed tour according to customer budget
- Develop group tour programming to enhance guests' experiences
- Build personal relationships with guests to promote positive experiences and build customer loyalty
- Answer questions, point out important features, and offer further details about special exhibits to educate visitors
- Collaborated with all departments to offer best for clients
- Deliver exceptional level of service to each customer by listening to concerns and answering questions
- Identify issues, analyze information, and provide solutions to problems
- Follow up with customers after their return and get their feedback to improve services.
- Built personal relationships with guests to promote positive experiences
- Developed strong relationships with vendors, securing competitive rates and attractive packages for clients
- Guided groups of up to 120 people on scheduled tours
- Maintained detailed client records to facilitate personalized service and anticipate future needs
- Collected and deposited payments from guests
- Expanded company's network of partner hotels, airlines, and activity providers to offer wider range of options to clients.
- Researched emerging travel trends, incorporating popular destinations into company's offerings to stay competitive in market
- Researched emerging travel trends, incorporating popular destinations into company's offerings to stay competitive in market
- Streamlined booking processes for more efficient reservation management and improved client experiences
- Enhanced customer satisfaction by providing personalized travel itineraries and recommendations
- Contributed positively to work environment by fostering collaborative atmosphere among team members
- Increased repeat business through excellent customer service, attention to detail, and timely communication
- Managed financial transactions accurately, ensuring prompt payments to vendors and accurate invoicing for customers
- Coordinated complex multi-destination trips, resulting in seamless travel experiences for clients
- Conducted post-trip follow-ups with clients to gather feedback for continuous improvement efforts
- Collaborated with team members on special projects such as themed tours or promotional events
- Negotiated favorable contracts with suppliers that resulted in cost savings without compromising quality
- Provided information on various sites throughout area, relaying little-known stories to provide interest
- Worked closely with management staff to create new and lucrative tours
- Engaged positively with patrons and staff members, displaying enthusiasm and knowledge of travel areas
- Entertained tour guests with various props and signs for maximum engagement, fun, and lasting memories
Education
BSC - Faculty of Al-Alsun, English Department
Ain Shams University
Cairo, C 2007.09 - 2011.06
Skills
Cross-functional team leadership.
Personal Qualifications
Sales-oriented travel expert with excellent administrative skills and experience working for well-known agencies. Proven expertise in customer service and in resolving conflicts. Provide exceptional service and quality obtained from years of hands-on experience in corporate travel industry.
Personal Information
- Date of Birth: 03/26/1989
- Nationality: Egyptian
- Marital Status: Single
Timeline
Operations Manager
Vibes Travel Egypt
2022.11 - 2024.02
Senior International Tour Operator & Accounts Manager
TriptanZa
2021.10 - 2022.10
Branch Manager
Tanis International Travel
2018.11 - 2021.09
Operation Manager
Tanis International Travel
2016.11 - 2018.11
Senior Tour Operator
Belaia Roza – Saffarna
2016.02 - 2016.10
Travel Counselor
Belaia Roza – Saffarna
2015.07 - 2016.02
Tour Operator
Raya Travel
2011.11 - 2015.07
BSC - Faculty of Al-Alsun, English Department
Ain Shams University
2007.09 - 2011.06
Travel Consultant and VIP Account Manager
Nirvana Travel & Tourism
3 2024 - Current
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