karim youssef abd el ghafour osman

Nirvana

• Team leader online support (in charge)Full Time

  May 2023 - Present -2 yrs, 1 month

  Egypt , Giza

  • Job Details:-Handle escalated customer issues and maintain a high level of customer satisfaction and loyalty. -Monitor system performance and troubleshoot any issues. -Develop and implement training to ensure team proficiency on flight portal. -Provide guidance and support to team members in resolving complex customer problems. -Monitor team performance metrics and identify areas for improvement. -Collaborate with other departments IT, Operations) to resolve technical or operational issues affecting flight booking systems and customer support. -Work with the development team to integrate supplier APls into our booking engine and other systems. -Handles all correspondences related to schedule changes and keeps the stakeholders Corporate Agencies, GSAs, Sales Support) informed. -Keep updated on GDS/Airlines updates and new policies to provide accurate and timely information to customers and team members.
• Senior Ticketing Operations ExecutiveFull Time

  Apr 2022 - Present -3 yrs, 2 months

  Egypt , Giza

  • Job Details:-Act as the first point of contact for our corporate companies regarding all travel-related inquiries. -Ability to assist and coach customers on the online booking tool. -Research and solve issues, providing priority wait-listing, preferred seat selection, and upgrade management as needed. -Recommend alternate routes, lowest available fares, booking class, exchange rates and travel products/services. -Issuance, reissuance and refund air ticket through GDS platforms. -Assist in booking highly complex multiple leg international itineraries, prepare thorough trip itineraries by using preferred vendors. -Collecting payments and report financial statements and documents. -Develop relationships with agencies through day-to-day interactions.