Hassan Sabry Ibrahim

• Provide bilingual support (German & English) for escalated customer inquiries.
• Handle high-volume customer interactions via phone, email, and chat.
• Use Amadeus GDS to manage reservations (issue, reissue, refunds, cancellations).
• Support IRROPs handling, fare rules, and alternative routing.
• Collaborate with engineering, data, and marketing teams to improve processes.
• Train and mentor junior team members.
Office &

• Handled customer inquiries related to Buy Now Pay Later (BNPL) services.
• Resolved payment issues, disputes, and account-related concerns.
• Ensured compliance with fintech policies and customer protection standards.
• Maintained high CSAT through effective communication and problem-solving.
• Worked with internal teams to improve user experience and reduce friction points.

• Led team performance to achieve KPIs and service targets.
• Managed escalations and complex cases.
• Contributed to IVR system development.

• Managed technician scheduling and escalations.
• Provided multi-channel technical support.
• Optimized CRM workflows and coordination processes.

• Handled high-volume customer inquiries.
• Resolved technical issues and maintained CRM accuracy.