Ahmed Darwish

Premium Client Department Supervisor at Zahid Travel Group

• Saudi Arabia - Jeddah
• My current job since November 2011

Key Responsibilities:
 Steering hotel and charter requests for VIP customers by delivering exceptional customer service/rates and proactively developing customer relations through soliciting feedback and addressing/ resolving customer complaints.
 Developing and maintaining excellent business relationship with VIP customers along with maintaining a data base of VIP customers and prospect clients to assure positive professional services, revenue growth, positive impact on margin and high customer satisfaction.
 Serving as a general resource for the customers via phone for the purpose of providing additional services if required consisting of private cars, body guards, helicopter transfers and yacht.
 Liaising between tour operators and customers to deal with issues thereby ensuring that all necessary documentation is accurately completed in compliance with all rules and regulations.
 Assisting the clients in fulfilling their travel requirements and requests with suitable travel itineraries and associated travel information.
 Liable for accompanying VIP groups outside Saudi Arabia and tendering ground handling and additional services on location, whilst ensuring strict adherence to company policies and procedures.
 Providing travel advice pertaining to various travel related information along with complete, accurate and professionally presented travel documentation.
 Offering excellent service, ensuring business travel requirements of each individual client are booked accurately; client’s needs are met and surpassed.
 Building professional relationships and rapport with clients to deliver personalized customer experience by keeping abreast of new developments, changes in policies/procedures to enhance the quality of customer service provided.

Marketing and Social Media at Multi Solutions Translation & Interpretation

• Saudi Arabia - Jeddah
• April 2009 to December 2011

Marketing and Social Media with Multi Solutions Translation and Interpretation (Family Owned Business) which consisted of 4 translators and interpreters based in Jeddah, Cairo, and Manchester.

I was responsible for marketing, Twitter and Facebook pages, and driving business and requests to the firm.

Senior Reservations and Passenger Complaint Resolution at Qatar Airways

• United Kingdom - Manchester
• September 2009 to October 2011

Key Responsibilities:
 Efficiently handled reservation function, serviced new/existing business by delivering efficient/effective client service for outbound travel and assisted the clients to make best possible arrangements for reservation.
 Generated new booking thereby modifying the current bookings for the passengers in Arabic and English, consequently promoted customer relations by providing premier customer satisfaction, developed a good rapport with the customers and responded promptly to customer problems.
 Customized quotations for the passengers to increase customer base, scrutinized the gathered information, researched/resolved customer issues, inquired and logged customer calls, communicated appropriate options for resolutions in a timely manner.
 Maintained records of customer interactions and transactions, recorded details of inquiries, complaints/comments and actions taken to cater the same. Referred unresolved customer grievances and larger/escalated problems to the customer relations department for further recommendations.
 Provided a variety of additional services comprising of wheel chair requests, special dietary meals, unaccompanied minors and stopover hotels to chart out short and long term strategic objectives with corresponding milestones.
 Projected sales targets, prepared action plans/ schedules and formulated initiatives for achieving the targets while keeping the upper management abreast of all sales initiatives.

Mobile Plan Advisor & Complaint Resolution at Telefonica O2

• United Kingdom - Manchester
• November 2008 to September 2009

Key Responsibilities:
 Responsible for selling mobile phones, home internet, mobile internet, call and data plans offered by the company to the walk in customers to consistently chart a rising business curve for company services.
 Facilitated a pleasant and hassle free experience for the customers, resolved customer issues/complaints effectively within specified time frames, to ascertain customer feedback is actively solicited/ recorded and appropriately acted upon, thus effecting high levels of sales and achievement of company objectives.
 Communicated effectively with SME clients and accordingly clarified and provided the best packages to cater to the telecommunication needs of the customers adhering to company rules and regulations.
 Actively focused on achieving and exceeding showroom sales targets. Expanded business reach and proactively created new sales leads / opportunities.
 Instrumental in driving sales, profitability and customer satisfaction scores through outstanding customer service, communicated features/benefits to clients resulting in long term loyalty.
 Kept abreast with competitor initiatives and market trends to formulate long and short term sales strategies for enhancing organizational revenues.

Tours Department Manager at Top Adventures Travel

• Saudi Arabia - Jeddah
• May 2007 to October 2008

Key Responsibilities:
 Designed various tour packages/offers, thereby maintained efficient business relations with corporate clients, responded to customer queries pertaining to packages/offers and provided excellent customer service thus developing a large customer base.
 Oversaw the recruitment of new tour staff and organizing trainings for new/existing staff. Conducted periodic performance review for ensuring quality and safety on all services provided on tours.
 Fostered effective business relationship with the clients by getting in touch with them to keep them posted about the new travel agency and accordingly created/updated a streamlined system of customer database to enhance smooth work flow.
 Generated and maintained hotel and operator lists and tariff thus communicated with hotel and operators for launching new business as a new travel agency and kept a track of operator and hotel invoices and payments.
 Administered client tour requests and bookings, got in touch with operators and hotels, arranged flight bookings, simultaneously presented quotation for clients and sold the package.
 Accountable for providing electronic broadcast of newsletter, offers and packages to corporate and regular cash clients. Stayed attuned to market dynamics and served existing/prospective clients with reference to changing market trends and service issues.

Tours and Marketing Executive at Zahid Travel Agencies Jeddah

• Saudi Arabia - Jeddah
• May 2003 to June 2004

Administrative Assistant at Zahid Tractor and Heavy Machinery Company

• Saudi Arabia - Jeddah
• November 2001 to April 2003

Data Entry at United Yousef Naghy

• Saudi Arabia - Riyadh
• August 1998 to September 1998