Basic Info

Amr Ibrahim

5 years

Giza Governorate, Egypt

Bachelor's Degree

Experienced

Work Experience

Senior QA Ticketing and Auditing Lead at Ezzybooking

Experience Details

Senior QA Ticketing and Auditing Lead

Tourism/Travel, Quality, Analyst/Research

Manager

1.Generates operational productivity enhancement report
2.Handle and overlook over ADMs reports and disputations
3.Provide Training to New Hires including but not limited to (GDS training, Cs, Hotel GDSs and ADM)
4.Audit and communicate with Hotel suppliers & GDS support in terms of resolving any technical issues, New Deals.
5.Handle corporate travel request from A-Z
6.Provides constructive feedback on daily operational processes via coaching sessions to Agents, Team Leaders.
7.Step in support in case of issues with website, GDS, Hotels systems or Offline work and complains
8.Provide and Generate Sales & payment reports with respect to GDS report to provide a final revenue & Growth report


Company Details

Ezzybooking (multinational)

Giza, Egypt, Egypt

51-100 employees

Travel and Tourism, Consulting Services, Hospitality/Hotels

Ezzybooking.com

Oct 2016 to Feb 2017 (4 months)
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 Oct 2016 (3 years 4 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)

Achievements


-Was able to train the call center employees, Supervisors and Team Leaders
-Attended and Lunched the project to be the online arm of one of the largest Travel Agencies in SA Market
-Created with a help of my Superior (Operation Manager) Service Level Agreement to our customer service department


•Best Service Quality Agent on LOB: Dec „15 (Expedia Canada)
•Agent of the Month Globally: Mar, June, Dec „14 – June, Aug „15 – Mar „16
•Participated in Local Client Expansion for Expedia Canada Expansion in 2014 & 2015


Dealt with multiple different corporate level clients that helped me to achieve a better level of experience and a batter level of customer service
a side from the client retention that me and the company were able to achieve through the Excellent Service provided


•Participated in Planning, Training and Debriefing +15 Classes (Expedia Canada)
•Global Expedia Canada SME: Dec „14


•Best Quality Overall Agent for Q2 2014, Q1 2015, (Teleperformance Egypt)


•+5 Years’ Experience on GDSs (Sabre Red, Amadeus) •+4 Years’ Experience on Online Booking Systems •+5 Years’ Experience in Call centers (3 Years in different managerial Levels)

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

Certifications

Certificate details

Sabre Red Basic ans Advanced Training Certificate

Oct 2013

100 out of 100

http://NA

NA

Sabre Red Egypt

NA

Certificate details

The Ultimate Excel Programmer Diploma

Mar 2015

N/A

N/A

N/A

Udemy

N/A

Training and Courses

Training/Course Details

Sales Fundamentals & strategies

Sep 2012

Self Learning

N/A

Training/Course Details

Sabre Basic Training

Jun 2013

Sabre Red Egypt

N/A

Training/Course Details

Sabre Red Advanced Training

Oct 2013

Self Study Training

N/A

Training/Course Details

The Ultimate Excel Programmer Course

Mar 2015

Self Study Training

N/A

Training/Course Details

Ultimate Excel Course

Jun 2014

S

N/A

Training/Course Details

Amadeus Basic and Advanced Training

Jun 2014

Self Study Training

N/A

This profile is fresh!
Last update 2 days ago.

Jobseeker photo

Profile Skills and Keywords

AirlinesAmadeusAmadeus Basic And Advanced TrainingAnalyticalArabicAviationCall CentersCivil EngineeringCommunicative PeopleCompany That Will Help Me To Improve My Business Experience On Daily BasisConsulting ServicesConsumer ServicesCustomer CareCustomer ServiceCustomer-orientedEngineeringEnglishExpedia.CAEzzybookingFrenchGalileoHard WorkerHaving A Clear Policies In Work EnviromentHospitalityHotelsLeaderManagementMicrosoft ExcelMicrosoft WordPlannerPossibility To Get Promoted With Clear Structure And RequirementsProfessional Business AttitudeQuality AssuranceQuality ControlResearchSabreSabre Basic TrainingSabre Red Advanced TrainingSabre Red Basic Ans Advanced Training CertificateSalesSales Fundamentals & StrategiesSenior Lead Travel Support Escalation DeskSenior QA Ticketing And Auditing LeadSenior Ticketing And Travel Agent - Part TimeSubject Matter ExpertSupportTelecommunicationsThe Ultimate Excel Programmer CourseThe Ultimate Excel Programmer DiplomaTicketing SystemsTourismTourism/TravelTravelTravel Agencies SupportTravel And Ticketing Agent - Travel Support Desk AgentTravel And TourismUltimate Excel Course

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

Microsoft Word

Microsoft Word

: Expert

: High

:

5-7 years

Microsoft Excel

Microsoft Excel

: Advanced

: Extreme - I love it!

:

3-5 years

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

Sales

Sales

: Advanced

: Medium

:

5-7 years

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

Microsoft Excel

Microsoft Excel

: Advanced

: Extreme - I love it!

:

3-5 years

Quality Assurance

Quality Assurance

: Intermediate

: High

:

1-3 years

Key Skills

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

Online Presence

https://www.linkedin.com/in/amroebrahiim/https://twitter.com/amroebrahiim

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