Khaled Saeed

Regional Senior Technical Services AnalystFull Time

• Job Details:• Lead integration of payment gateway solutions and third-party API services, ensuring compliance and customer satisfaction. • Defined and implemented product upgrade strategies, focusing on efficiency and scalability. • Collaborate closely with product, engineering, and compliance teams to align product capabilities with regulatory standards and customer needs. • Utilized Splunk and Postman to test API-driven functionalities and ensure seamless payment gateway integration. Senior Implementation Specialist – Mastercard Gateway Project Jun 2024 – Oct 2024 • Developed and refined implementation documentation for Mastercard Gateway, emphasizing product features and integration processes. • Worked alongside SMEs to validate product functionalities, creating concise guides to support internal and external users.

Premier Helpdesk Analyst and Business DevelopmentFull Time

• Job Details:- Achievements: - Received a recognition for Best Voice of Customer among all agents over the world for the month November 2021. Job Description: - Escalating major issues for the GDS in pricing and system outage. - Working with the Sales Engineers and Solution Consultants as necessary to support the business development process to maximise expertise and knowledge sharing, through the provision of accurate and up to date information relating to the generation of leads, management of prospects, generation of proposals and the raising of orders. - Providing Helpdesk support of the full Travelport product range on both functional as well as technical issues. - Pro-actively researching, identifying and target prospective business and new revenues opportunities through the use of an existing and growing network of relevant contacts in order to develop and maintain a new business sales plan within a market or account portfolio - Managing incidents from our omni-channel offerings that include but are not limited to; Phone, Web Submit, Chat and Email. - Identifying and correctly troubleshoot all problems reported to minimize impact to customers. - Resolving problems reported by customers locally or referring to correct service provider for rapid resolution within the Travelport escalation procedures. - Adhering to resolution/escalation times to minimize the impact to our customers and continually strive for improved performance. - Reporting problems via our Incident Management System. Monitor and track these incidents through to valid updates/resolution. - Assisting with identifying trends that can be used to increase customer satisfaction. - Ownership and commitment to problem resolution for Premier Customers. - Ensuring all calls/incidents are handled promptly, courteously, and accurately and within Travelport Policy. - Providing coherent and intelligent problem descriptions to enable the incident to be referred to outside suppliers or other teams without further reference. - Promoting Travelport self-service options to customers including MyTravelport.

Regional Product Support and SupervisorFull Time

• Job Details:(Jan 2015 – June 2020 Due to Covid-19 Layoff) Job title: Regional Business Development and Product Consultant. - Responds to and diagnoses problems through discussion with users. Includes problem recognition, research, and isolation and resolution steps. - Account Management - Solving discrepancies between Amadeus and Sabre systems with the airline and the travel agencies. - Typically resolves basic problems while refers more complex problems to intermediate and/or senior level. - Communicating with customers through various channels. - Solving pricing issues with the vendors. - Solving hotels and cars issues. - May involve use of problem management database and help desk system. - Implementing creative ways to improve customer relationships. - Serves as primary contact for customer queries regarding network outages. - Acting as a Supervisor while doing the floor walking in the Travel agencies. - Onsite and Online Training to the Travel Agencies. - Serving the Gulf and Levant area (Egypt, Lebanon, Syria, Jordan and Palestine). - Administrate motivational & training programs.