Hend Hassabelnaby

• Assisted ticketing department staff with handling of all internal ticket allotments and allocations for all events.
• Managed daily operation of all part-time sellers and supervisors, primarily arranging staffing hours, including all daytime and event shifts to accommodate all event needs.
• Coordinated all event set-up and promoter engagement on sales and ticketing issues related to events.
• Acted as senior management available for customer service inquiries and escalated customer issues.
• Worked with marketing and sales department to create and implement upsell opportunities for events.
• Implemented procedures for processing tickets for all types of sales, including day to day processing, marketing initiatives, financial reporting needs and event promoter settlements.
• Fostered excellent working relations with concert promoters, other internal departments and high-profile clients, regularly planning and coordinating large events.
• Collaborated with finance to check accuracy of reporting against money received and correct practices of recording in event ledger, managing movement of cash to and from box office.
• Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
• Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
• Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
• Provided follow through on all calls with confirmations and dissemination of requested information.
• Resolved various issues and discrepancies for customers.

• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Exceeded goals through effective task prioritization and great work ethic.
• Prepared a variety of different written communications, reports and documents to ensure smooth operations.
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Proved successful working within tight deadlines and fast-paced atmosphere.

· Issue and Re-issue ticket

· Process refund requests

· Issue MCO and EMD

· Closing sales

· Prepare fare quotations for group requests

· Assist passengers requiring special assistance to board or depart conveyance.

• Used Microsoft Word and other software tools to create documents and other communications.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.

• Supported sales team by preparing proposals and benchmarking reports.
• Helped cultivate and maintain business relationships by professionally handling partner and customer needs.
• Completed monthly sales reports to highlight trends and help with team strategizing.
• Submitted monthly reports, including booking forecasts, monthly highlights and CRM entries.
• Attended trade shows and seminars to promote products and learn about industry developments.
• Supported market research activities, including metrics and requirements development and risk management.
• Analyzed marketing data, including market trends, competitor performance and product strengths.
• Provided bookings forecast inputs for all product opportunities within assigned accounts.
• Reviewed all customer inquiries to understand project scope while managing internal disciplines to compliantly respond.

· Visiting travel agencies to promote and increase sales

· Observing BSP to analyze agencies sales and refund

· Communicate with travel agencies to solve any system issues and fellow up with regular visits

· Ensure to send Monthly press release to travel agencies

• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Offered friendly and efficient service to all customers, handled challenging situations with ease.
• Prepared a variety of different written communications, reports and documents to ensure smooth operations.
• Used coordination and planning skills to achieve results according to schedule.
• Maintained excellent attendance record, consistently arriving to work on time.
• Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.

· Answering phone calls to give information regarding flights and all flight confirmation

·Working on MIDT system to help in promotion and increasing Yemen Airways sales.

· Negotiating with Hotels to get the best prices for Yemen Holidays

· Coordinate training schedule for Airport Staff and monitor the performance for the staff to evaluate the training

• Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
• Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.

· Tailing itineraries , handling hotel reservations and guided tours

· Meet and assist at the airport and arranging all necessary transportation

• Built personal relationships with guests to promote positive experiences.
• Developed tour programming to enhance guest experiences.
• Researched information on professional sightseeing websites to provide accurate, detailed tours.
• Carried out day-day-day duties accurately and efficiently.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Entertained tour guests with various props and signs for maximum engagement, fun, and lasting memories.
• Answered questions, pointed out important features, and offered further details about special exhibits to educate visitors.