Deyaa Mostafa – Travel SME at Concentrix

Work Experience

Odigeo

Sep 2023 - Mar 2024 -6 months

Egypt , Giza

Job Details:As a Ticketing Agent at eDreams, I managed a high volume of calls from customers, including those expressing frustration or confusion. Despite encountering challenges, I remained composed and empathetic, employing active listening and effective communication techniques to address their needs. Utilizing my knowledge of ticketing processes and travel industry regulations, I guided customers through resolving issues such as rebooking flights and issuing refunds. I also provided educational guidance, explaining complex concepts clearly to alleviate frustrations and foster a positive customer experience. Throughout my tenure, I upheld eDreams' standards of professionalism and customer satisfaction, contributing to the success of the team and the company's reputation as a trusted travel agency.

Apr 2021 - Present -4 yrs, 3 months

Egypt , Giza

Job Details:➢ Long experience with Amadeus GDS, and the Sprk/Farelogix interface, and strong background with intermediate experience in Sabre. ➢ Worked independently from home with minimal supervision and support for 20 consecutive months. ➢ Achieved very good to excellent KPIs in support and issue resolution provided to customers. ➢ Worked as a GDS and ticketing system, and general product knowledge SME. ➢ Achieved qualification for TL role. ➢ Kept a very good record of attendance and adherance with very low absence rate.

Nov 2020 - Apr 2021 -5 months

Egypt , Cairo

Job Details:➢ Worked independently from home with minimal supervision and support after having a 1 week of on site training. ➢ Dealt with customers mainly calling with concerns regarding very delayed refunds, and retention concerns, repeated callers who had to call tens of times for the same concern without resolution, customers with unresolved requests for their flight tickets, and was able to acheive their satisfaction. ➢ Managed to resolve customer issues using a toolset of very poor functionality and efficiency. ➢ Interacted with both native and immigrant customers from almost all backgrounds and cultures inside US and Canadian markets covering two global brands in fluent English. ➢ Managed to resolve or workaround and report frequent technical system failures. ➢ Reported and escalated cases that needed further support from other teams using Excel for the purpose of analysis.

Uber

Aug 2018 - May 2020 -1 yr, 9 months

Egypt , Cairo

Job Details:At Uber, I had a brand new experience ... It was challenging in that I had to apply all the experience I got before, and add to it as fast as I could to be a contributor to Uber's fast paced growth model. The fact that Uber itself is relatively brand new as a company, and a service provider was the biggest contributor to that fact. Another is that Uber was laying down a strong definition of process and service management, I had to learn about six sigma in order to catch up. My role at Uber was a Tier 2 driver support specialist. I looked after Uber partner drivers through in-app messages, outbound emails, and phone calls at the same time. My experience at Uber helped me work on my skills in process management, and despite the fact I didn't have authority to decide how a process should be implemented, I circumvented this limitation by providing constructive feedback, and insights about what's missing, and what needs to be improved. Also I had the chance to gain hands on experience in team management, building on the training I had at Teleperformance.