Belal Elwakil
Doha
Summary
Dynamic Senior Customer Service Agent with Qatar Airways, adept at managing VIP inquiries and driving high customer satisfaction. Expert in Amadeus GDS, QLAS system, and conflict resolution, I excel in case escalation and team collaboration, consistently leading performance targets, while ensuring SLA compliance. Passionate about delivering exceptional service and enhancing customer experiences.
Overview
4
4
years of professional experience
Work History
Senior Customer Service Agent
Qatar Airways
Doha
09.2024 - Current
- Delivered exceptional support to VIP and premium customers, managing complex inquiries with a focus on discretion, efficiency, and satisfaction.
- Handled high-priority cases, processed refunds, renaissances, and booking issues while ensuring SLA compliance.
- Acted as a senior point of contact for escalated cases, coordinating with back-end and technical teams to ensure quick resolution.
- Leading performance targets and contributing to a high customer satisfaction.
Customer Service Agent
Qatar airways
Doha
01.2022 - 08.2024
- Delivered professional customer service for Qatar Airways across inbound calls, emails, and chat.
- Handled new bookings, amendments, refunds, and quotes using Amadeus GDS, while ensuring compliance with airlines' policies.
- Supported e-commerce and frequent flyer program operations, assisting with mileage crediting and product/service details.
- Manage multi-product inquiries and escalated issues effectively to the related department.
Education
Bachelor - Aerospace Engineering
National Aerospace University
Ukraine 07-2021
Skills
- VIP and premium customer handling
- Multichannel Communication
- Amadeus GDS
- Case escalation
- SLA compliance
- Conflict resolution
Accomplishments
- Circle of Excellence
Timeline
Senior Customer Service Agent
Qatar Airways
09.2024 - Current
Customer Service Agent
Qatar airways
01.2022 - 08.2024
Bachelor - Aerospace Engineering
National Aerospace University
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