Michael Montasser Kolta

- Conversed with customers to determine destinations, mode of transportation, travel date, finances and accommodations.
- Booked tours, hotels, transportation, airline tickets and handling all visa arrangement from booking systems (Online systems, Rainbow Financial Oracle system, and Amadeus).
- Planned, described, arranged and sold itinerary tour packages and promotional travel incentives offered by the company.
- Handled all customer inquiries and technical problems.
- Adhered to all operating, quality, and security procedure.
- Followed up with customers for any changes or new products, and waiting list reservations.

- Providing quality customer support by answering customer calls, e-mails.
- Overachieving on a yearly basis on logged calls and abandoned calls target.
- Over 90% percent yearly customer satisfaction rate.
- Regularly updating CRM with customer records and actions taken.
- Assisting team in problem solving on various customer cases.
- Communicating effectively with head office in Madrid, Nice and Bangkok to troubleshoot customer cases.
- Coaching and training newcomers to our department and acting as their supervisor.
- Became a certified Amadeus GDS B2B trainer since 2015, averaging two courses per quarter yearly.
- Travelled across market to provide on-site trainings on Amadeus products.

Telesales and Confirm sales on system (CRM
Telemarketing: Informing our customers by our new promotions and updating them by our new offers and products.
Handling all complains from the customers.

- Handling all customer inquiries about products and services using some applications (Siebel - BSCS - IN Tool).
- Handling all technical problems, sell all company products and services.