MOHAMED GAMAL

Nile Air

• Customer Experience SeniorFull Time

  Apr 2024 - Oct 2024 -6 months

  Egypt , Cairo

  • Job Details:Reviewing Monthly team IDM reports to validate or invalidate them. We handle complaints and escalate them regarding flights SC, cancellations, lost baggage, damaged baggage, station complaints, etc. Validating FOC reissue and full refund cases that TAs sent due to SC, flight cancellation, death cases, etc. Delegating Supervisors to lead the shifts (voice and non-voice teams). Sending reports, reviewing daily sales, and reviewing ticket issuance and refund actions daily. Listening to random calls and monitoring emails, chat sessions, and WhatsApp sessions were received by colleagues to coach them.
• Customer Experience AgentFull Time

  Oct 2022 - Apr 2024 -1 yr, 6 months

  Egypt , Cairo

  • Job Details:• Proficient user on Amadeus GDS. • Help customers with issuing tickets or additional services that are needed for the tickets or info for flights or Travel Restrictions. • Issuing tickets, and EMD, reissue, and refund even if automated or manual for tickets. • Responding to customers and assisting them through mail or the airline's channels dedicated to communicating with customers or companies and communicating with the various departments within the airlines to assist them in filling their requests or complaints handling. • Sending reports, reviewing daily sales, and reviewing the issuance and refund actions on tickets daily. • Checking and reviewing the Audit reports regarding the team's ADMs to dispute.