Reservation Officer at Discover Qatar- Qatar Airways
Qatar Airways
Total years of experience :13 years, 4 Months
• Current Position Apr 2021: Reservation Officer at Discover Qatar- Qatar Airways.
Aim to create and deliver unique and unforgettable experiences of Qatar served up through exclusive offerings, a constant focus on quality and always with a customer-first approach. Promote Qatar as a premium tourism destination to maximize the revenue.
1- Preparing for FIFA Qatar 2022.
2- Coordinate with Discover Qatar team regarding Welcome Home package, assisting all locals & residents to return back to Doha and book the Quarantine hotels supporting them to book, amend, cancel, refund and changing booking, receiving all the queries through DQ contac¬¬t center phones and emails and action it or forwarding it to concern dedicated team in Discover Qatar.
3- Receiving and action groups requests from VIP corporates.
4- In charge of refund team. Investigating each refund claim to ensure appropriate process to be followed.
5- More than 134k refund case was well actioned between April 2021- May 2022.
6- Adjust refund process time and rules as per the state policy.
Jan 2019 till Apr 2021: Contact center coordinator at Discover Qatar (Qatar Airways), supporting the team members in providing service excellence to customers within Contact Center and in performing a complete range of administration in a consistent and timely manner to the satisfaction of the customers. Promote Qatar as a premium tourism destination to maximize the revenue.
1- Describe relevant information to customers about all services provided at DQ and responsible for delivering the highest level of customer services at all times by being polite, quick thinking, effective and diligent in all undertaken tasks.
2- Respond to customer queries over the telephone, emails, and web chat.
3- Coordinate with the operations team to maintain staff roster based on requirements and business continuity.
4- Train the existing junior team members and new members on DQ products, policies and procedures.
5- Preparing and reviewing FAM trips, responding FIT & GIT quotations requests from outside tour operators B2C clients and contracted clients B2B partners.
6- In-charge for Stopover program responding all Stopover queries, leading B2C team for validating and confirming all bookings, handling all complaints received from the customers regarding any service frailer such as hotel issue, tours issue, last minute tours cancel or tours no show.
7- FTI Touristic German file handler placing their booking requests including hotel & tours reconciliation before arrival, monitoring & following up with the team member welcome letters, rooming list, schedule tours and guide meetings.
8- Coordinate with Discover Qatar team regarding Welcome Home package, assisting all locals & QID holders to return back to Doha and book the Quarantine hotels supporting them to book, amend, cancel, refund and changing booking, receiving all the queries through DQ contac¬¬t center phones and emails and action it or forwarding it to concern dedicated team in Discover Qatar.
• Nov 2016 till Dec 2018 Support Customer service supervisor:
1 Handling departures& arrival flight.
2 Providing highly personalized service that built and strengthened customer relationship.
3 Planning & timely execution of delivery schedules arrivals and departures.
4 Evaluated, explained, and validated customer needs.
5 Delay finalizing in the shift and at the end of the shift to provide accurate report.
6 Motivate staff for their best performance and encourage them.
7 Ensuring a safe and on time performance of Qatar Airways Operations.
Jan 2015 - Nov 2016: Senior customer service “Ground service Department “at Qatar Airways, Mission oversees the agents at check in, boarding gates and transfer desk areas.
1- Ensure flights will be on time with zero Discrepancy.
2- Ensure all customers receive a friendly and efficient response that accurately meets their needs.
3- Ensure all procedures being followed motivate staff for best performance and encourage them.
4- Utilize Minimum resource for maximum result.
5- Supervision on the check in counters, ensure customers won’t take long time for check in process, give a hand to other colleagues for any local Arabic translate, ensure all requirement are met for customers’ documents to avoid any inadmissible.
• May 2014 Participating Qatar airways team to move all operations from Old Airport to New Airport HIA.
• March 2013 to Nov 2013 Customer service agent “Ground service Department “at Qatar Airways, mission touch point guide Passengers, check-in counters, Boarding gate, & Transfer Desk to handle any problems with customers
اقوم بترجمة الايملات و توفيق الطلبيات مع المصانع والشركات الصينية لاجادتى الصينية و الانجليزية ... مدير مكتب .. متخصص استيراد و شحن
بالاضافة الى الاعمال المكتبية و انجاز بعض الاوراق فى البنوك والجمارك " مدير مكتب " بالاضافة الى متخصص استيراد
تحديد وجهة الشحنة عن طريق شركات الشحن بالاضافة الى العمل فى انهاء وكتابة
الفواتير الضرائبية
• January 2010 to March 2013 Import Specialist, Interpreter, Administrative assistant at Jeddah Institution for trade and supply "Export & Import office” Handling Meeting between the Owner and clients, doing all administrative office work looking for prices’ offers from Chinese companies.
• April 2010, October 2011 Traveled to China as a translator In Canton fair "Guangzhou city" .
الرد على العملاء وتلقى الشكاوى و مساعدتهم من اجل تلقى خدمة افضل فى مجال الاتصالات و كروت الائتمان
استطيع العمل مخدمة عملاء و كول سنتر باللغة الانجليزية
كما استطيع ايضا العمل كمدير مكتب و القيام بالاعمال الادارية و الشحن و كافة التخليصات الجمركية بالاضافة الى التعامل مع الشركات التى بالخارج و عمل طلبيات وفى مجال الاستيراد وذلك كسابق عملى كمتخصص استيراد
• Have very good Experience in Translation field, as I worked as a Chinese translator in some manufactures and trading companies (2008 to 2010 )
• 2007 till 2011 Worked as a Chinese tour Guide, guiding customers for many places inside Egypt from north to south of the country, handling customers from the first point of entry “airport” till they leave the country, check in and check them out from all hotels during their staying. Explaining them all history and Egyptian traditional and cultures. Ensure they are always safe and my group in secure zone. Trying to prioritizing them above than any other groups in restaurants or visiting places.
•Bachelor of Alson Faculty Chinese department - Ain Shams University, Egypt, June 2008 •Grade: Good 1- In 2008 Training at Sun international travel company & traveled to Luxor, Aswan, Alexandria, Cairo, and Hurghada. 2- Customer Service certificate in RAYA Company OHC project (Orascom Housing Cooperative.) As a call center. December 2008. 3- Training at F.A.S "financial advising services" Company as A call center agent June 2009 to August 2009.
