Ahmed Mekky, Operations Officer - Contact Centre Operations & Retail Counter

Ahmed Mekky

Operations Officer - Contact Centre Operations & Retail Counter

Qatar Airways

Lieu
Qatar - Doha
Éducation
Baccalauréat, Bachelor of Tourism & Hospitality Management
Expérience
16 years, 4 Mois

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Expériences professionnelles

Total des années d'expérience :16 years, 4 Mois

Operations Officer - Contact Centre Operations & Retail Counter à Qatar Airways
  • Qatar - Doha
  • Je travaille ici depuis juillet 2016

- Responsible to achieve sales & revenue targets by employing effective processes that provides quality holiday consultation through the team of holiday consultants.
- Manage day-to-day operations and ensure all bookings requests - walk-ins, telephone and e-mails are handled by the team, within the agreed time frame as per service level.
- Responsible for managing all projects which involve automation, and business requirements for driving initiatives and push transactions onto the online system.
- Collaborate with revenue management team to procure tour-based airfares and benefits.
- Plan & direct staffing, training, and performance evaluations to develop service programs.
- First point of contact between QR Holidays and Finance team to provide the requested documentations or any other inquires related to electronic documents, refunds etc.
- Evaluate QR Holidays services & products, set goals and measure business performance.
- Participation in sales programs including product presentations & training to reservations team, consumers and travel agent groups as necessary and appropriate.
- Review daily reports, market changes, and propose recommendations and feedback to senior management on how to improve service levels and maximize the profit.

Operations Supervisior - Contact Centre Operations & Retail Counter à Qatar Airways
  • Qatar - Doha
  • juillet 2013 à juillet 2016

- Supervise & assist the team in achieving sales targets, and track sales progress.
- Ensuring the highest standard and total quality service received by customers.
- Enhance & support the implementation of automation projects, improve services delivery.
- Handling customer complaints effectively, increase customer satisfaction and loyalty
- Monitor and organize daily operational activities to achieve optimum productivity.
- Monitor customer preferences to determine focus of sales efforts & customer specifications
- Direct and coordinate activities involving sales of manufactured products, services.

Senior Reservations Agent à Qatar Airways
  • Qatar - Doha
  • février 2011 à juillet 2013

- Process reservations and maintain record of all queries for government entities.
- Collaborate with travel coordinators and travel agents to resolve passenger issues.
- Recommend appropriate measures where required, ensure accuracy in same.
- Select, and help locate based on customer needs and desires.

Ticketing Agent - Group Sales & Operations à Travco Holidays - Tui Group
  • Egypte - Louxor
  • février 2008 à mars 2011

- Monitor flight queues & manage all reservations on time.
- Plan and organize departmental activities to achieve optimum productivity.
- Offer complete solutions for the widest array of travel services including corporate, conferences as well as special group arrangements.

Éducation

Baccalauréat, Bachelor of Tourism & Hospitality Management
  • à Alexandria Academy of Sciences
  • juin 2006

Bachelor's in tourism and hospitality management helped me to gain practical knowledge of the industry, included major topics such as tourism geography, customer service, business math, hospitality law, accounting, convention marketing, and hotel reservations systems. The study programme managed to make me get prepared for most of the job roles in the tourism and hospitality industry.

Specialties & Skills

CRM software
Customer Focus
Automation
Business Development
Ticketing
Customer facing
Advanced knowledge of GDS systems
Commercial skills
Problem-solving
Team Leadership
Airline Marketing

Langues

Arabe
Langue Maternelle
Anglais
Expert
Allemand
Débutant

Formation et Diplômes

Diploma in Travel & Tourism – Foundation Level - Cairo, Egypt (Certificat)
Date de la formation:
September 2010
Diploma in Travel & Tourism – Consultant Level - Frankfurt, Germany (Certificat)
Date de la formation:
December 2013
IATA Travel & Tourism Professional (TTP) Certification - Montreal, Canada (Certificat)
Date de la formation:
January 2016
Valide jusqu'à:
January 2018
Diploma in Airline Marketing - Frankfurt, Germany (Certificat)
Date de la formation:
September 2016
Amadeus System Basic Course (Formation)
Institut de formation:
Amadeus Egypt
Date de la formation:
September 2008
Durée:
42 heures
Amadeus Reservation System Course (Formation)
Institut de formation:
Qatar Airways Training Centre
Durée:
42 heures
Amadeus Advanced Ticketing Course (Formation)
Institut de formation:
Qatar Airways Training Centre
Date de la formation:
August 2002
Durée:
42 heures
Advanced Passenger Air Tariff (Formation)
Institut de formation:
Qatar Airways Training Centre
Date de la formation:
February 2013
Durée:
42 heures
Amadeus EMD Training Course (Formation)
Institut de formation:
Qatar Airways Training Centre
Date de la formation:
February 2013
Durée:
24 heures
Stratus Leadership Essentials Programme (Formation)
Institut de formation:
Qatar Airways Training Centre
Date de la formation:
March 2017
Durée:
16 heures

Loisirs

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