RN
Rafat Narouz
Client Service Representative at etihad airways - outsource
Dubai, United Arab EmiratesWork Experience
etihad airways - outsource
Dec 2021 - Present -3 yrs, 6 months
Egypt
- Job Details:resolved over 300 customer queries weekly, focusing on bookings, fare rules, and flight cancellations: improved customer satisfaction scores by 25% through effective communication. resolved complex booking issues with an aht of under five minutes for each case, directly contributing to improved operational performance by 20%.
reservations and ticketing manager
oman air
Jan 2009 - Aug 2012 -3 yrs, 7 months
Egypt
- Job Details:supervised a team of 15 in all ticketing operations, improving efficiency by 10%. trained staff in ticketing re-issuance, refunds, and cancellations.
oman air
Jan 2006 - Dec 2008 -2 yrs, 11 months
Egypt
- Job Details:increased revenue by 20% through targeted sales strategies and customized travel packages. trained new sales staff in product offerings and sales techniques, enhancing overall team performance.
fursan travel agency
Jan 2003 - Jan 2006 -3 yrs
Saudi Arabia
- Job Details:led a branch with a monthly budget of 4 million saudi riyals, achieving a 35% sales increase over 3 years.
Skills
- ticketing systems: galileo (advanced), sabre interact (supervisor level), amadeus (reservation & ticketing)
- revenue optimization & sales: boosted market share and exceeded sales targets through strategic partnerships and tailored travel packages
- team leadership: managed teams of up to 15 members, consistently increasing performance by 30%
- budgeting & forecasting: managed budgets exceeding 4m sar, reducing operational costs by 15%
- customer service: expertise in resolving complex ticketing issues, re-issuing tickets, and enhancing customer satisfaction
- strategic partnerships: developed and maintained relationships with airlines, hotels, and tour operators to secure competitive rates and increase repeat business
Languages
Arabic
FluentEnglish
Advanced