Basic Info

Amro Ibrahim

2 years

Cairo, giza, Egypt

Bachelor's Degree

Entry level

Work Experience

Senior Lead Travel Support Escalation Desk at Expedia.CA

Experience Details

Senior Lead Travel Support Escalation Desk

Tourism/Travel, Customer Service/Support

Experienced (Non-Manager)

1.Provides product/service information by answering questions; offering assistance.
2.Improves quality results by recommending changes.
3.Monitors productivity of customer service representatives and generates reports
4.Monitors service calls to observe employee demeanor, technical accuracy and conformity to company policies.
5.Remains available at all times for agents’ questions and concerns.
6.Runs regular staff meetings with the call agent team.
7.Handle issues in regards to refund Errors, Voluntary and Schedule Changes
8.Work on ticketing system and support any GDS Compliance.
9.Act as Supervisor/ Escalation Team Member to address customer complaints and resolve it.


Company Details

Expedia.CA (multinational)

Cairo, Egypt

More than 1000 employees

Travel and Tourism, Consumer Services

www.Expedia.CA

Jun 2013 to present (3 years 6 months)
Senior Ticketing and Travel Agent - Part Time at Egypt International Tours

Experience Details

Senior Ticketing and Travel Agent - Part Time

Tourism/Travel, Customer Service/Support, Operations/Management

Experienced (Non-Manager)

1. Work as IATA Portal for Small travel agency as issue desk
2. Provide Bulk Fare availability and group discount fare booking
3. Resolve and fix issues with PQ And Price Retentions.
4. Provide assistance for religious group booking such as Hajj and Umrah.
5. Calculate commission and ADMs and provide collection points for each agency
6. Provide Sales and transaction report on monthly basis


Company Details

Egypt International Tours

portsaid, Egypt

1-10 employees

Airlines/Aviation, Consumer Services , Travel and Tourism

NA

Jul 2013 to May 2016 (2 years 10 months)
Subject Matter Expert at Expedia.CA

Experience Details

Subject Matter Expert

Tourism/Travel, Customer Service/Support

Experienced (Non-Manager)

1. Participate on a development team
2. Define the knowledge, skills and abilities required for practitioners to perform given responsibilities as requested
3. Explain/document the processes required for practitioners to perform given responsibilities
4. Suggest exercises and/or case studies to reinforce learning
5. Contribute core content and original materials
6. Provide information acquisition through formal or informal interviews
7. Supply source materials, reference items, and supplemental resources
8. Add richness to the content by offering first-hand field knowledge (anecdotal stories, case studies, best practices, tips and/or “tricks-of-the-trade”) that can be shared with others to improve knowledge exchange and transfer
9. Consult on issues that occur during reviews
10. Meet all agreed-upon turnaround times for deliverable reviews, or deliverable sign-off
11. listening to Agent phone calls and score/Certify it.


Company Details

Expedia.CA (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications, Travel and Tourism

www.Expedia.CA

May 2013 to Jun 2013 (1 month)
Travel and Ticketing Agent - Travel Support Desk Agent at Expedia.CA

Experience Details

Travel and Ticketing Agent - Travel Support Desk Agent

Customer Service/Support

Experienced (Non-Manager)

1. Handles any cancellation, modification, new bookings.
2. Document and follow up with the technical issues, claims provided by the customers
3. Handles any vendor requirements, claims and transfer to the right Department
4. Assist customers to have the best pricing available and finds whatever fits the customer’s budget
5. Handles Airlines, Hotels, Cars and Activities Bookings, and technical issue
6. Assist and handle SABRE GDS calls Schedule changes, cancellation, reissue tickets,
7. Works on Sabre flights, also had a basic work in Amadeus
8. Call customers to advice of event changes and/or cancellations; as may periodically be required.
9. Respond to customer inquiries with accurate up-to-date information.
10. Provide superior customer service.
11. Maintain a current working knowledge of all events, services, and procedures by reviewing event information sheets and posted or verbal communication.
12. Strong customer service skills with the ability to resolve customer conflicts, should they arise.


Company Details

Expedia.CA (multinational)

Cairo, Egypt

501-1000 employees

Airlines/Aviation, Travel and Tourism

www.Expedia.ca

Mar 2012 to Apr 2013 (1 year 1 month)

Education

Bsc In Civil Engineering in Engineering

Education Details

Bsc In Civil Engineering

Engineering, Civil Engineering

Port Said University, Egypt

C / Good / 65 - 75%

N/A

N/A

Port Said University
2007 - 2012
High School - Thanaweya Amma

High School Details

Thanaweya Amma

portsaid military school

Egypt

2007

A / Excellent / 85 -100%

N/A

portsaid military school
2007

Training and Courses

Training/Course Details

Sales Fundamentals & strategies

Sep 2012

Self Learning

N/A

This profile is not updated!
Last update more than 1 months ago.

Jobseeker photo

Profile Skills and Keywords

AirlinesAmadeusAnalyticalArabicAviationCall CentersCivil EngineeringConsumer ServicesCustomer CareCustomer ServiceCustomer-orientedEngineeringEnglishExpedia.CAFrenchGalileoHard WorkerLeaderManagementPlannerSabreSales Fundamentals & StrategiesSenior Lead Travel Support Escalation DeskSenior Ticketing And Travel Agent - Part TimeSubject Matter ExpertSupportTelecommunicationsTicketing SystemsTourismTourism/TravelTravelTravel Agencies SupportTravel And Ticketing Agent - Travel Support Desk AgentTravel And Tourism

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Intermediate

: Beginner

: Beginner

: Beginner

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Sabre

Sabre

: Advanced

: Extreme - I love it!

:

3-5 years

Amadeus

Amadeus

: Intermediate

: Extreme - I love it!

:

1-3 years

Galileo

Galileo

: Little knowledge

: Medium

:

Less than 1 year

Fields of Expertise

Call Centers

Call Centers

: Advanced

: High

:

1-3 years

Tourism/Travel

Tourism/Travel

: Advanced

: Extreme - I love it!

:

3-5 years

Customer Care

Customer Care

: Advanced

: Medium

:

3-5 years

Travel Agencies Support

Travel Agencies Support

: Advanced

: Extreme - I love it!

:

3-5 years

Ticketing Systems

Ticketing Systems

: Advanced

: Extreme - I love it!

:

3-5 years

Key Skills

Analytical, Leader, Planner, Hard worker, Customer-oriented

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