Mazen Akkad
Los Angeles,California
Summary
More than 20 years of comprehensive experience in the travel and tourism industry. Directing staff and maintaining a pleasant customer service .Results-driven and proven performer in exceeding sales and revenue targets. Team player capable of researching and comprehending market trends, identifying new business opportunities, and matching market needs while increasing company market share and driving profitability. Strong track record in building and maintaining strong professional client relationships (corporate and retail) through implementing best practices and effective brand positioning strategies in order to enhance company performance.
Bilingual travel agent adept at building lasting client relationships. Sales-oriented personality committed to working with successful team.
Overview
18
18
years of professional experience
9
9
years of post-secondary education
12
12
Certifications
1
1
Language
Work History
Travel Executive
TAG Group
Los Angeles, CA
10.2022 - 06.2023
- Manage corporate client's travel requirements while anticipating and understand the individual preference and needs.( 15 entertainment accounts )
- Formulate and logistical itinerary plans to deliver practical travel solutions .
- Fully service all travel bookings, bookings ,ticketing and reissues with highest standards and accurate documentation.ensure all air, rail, hotel and other ancillary reservations meet client and company expectations .
- Negotiate best rates from vendors to reduce client expenditures, where applicable.
- Ensure PNR entries in GDS are correct and complete.
- Participate fully as team member as needed in completing all functions relating to servicing customers.
- Respond to all communications proactivity and accurately.
- Consistently demonstrate accurate attention to details to avoid errors.
- Keep management fully informed of all potential problems or unusual matters, offer solutions and take immediate corrective actions when necessary.
- Built professional relationship with key suppliers and always support preferred supplies programs.
- Attend company training sessions.
- Report, investigate and resolve errors and client complaints adhering to highest standards of customer service.
- Participated to international travel events management : MDL Beast in and Formula E in Saudi Arabia .
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations
- Arranged travel accommodations for groups, couples, executives, and special needs clients
- Followed up with customers to increase customer service with travel plans
- Communicated benefits and information regarding international travel insurance with clients and obtained best rates
- Generated reports on travel trends and customer feedback to inform business goals
- Helped senior managers make effective decisions based on current and accurate reporting
Travel Advisor
Auto Club of Southern California, AAA
Northridge, California
11.2016 - 08.2022
- Demonstrated 5 Diamond customer service skills
- Built and maintained member relations & retention while developing and following up on leads /Prospects
- Sell Tour independent and guided tour packages , Ocean & river cruises , Air Ticket, Travel insurance and rental cars
- Handle and deal with internet leads
- Applied competitive sales skills .
VIP & Corporate Manager
Etihad Airways
Abu Dhabi, United Arab Emirates
10.2007 - 06.2016
- Handle many of major VVIP / VIP guests and accounts.( Such as Royal Family Accounts, Emirates Nuclear
- Energy Corporation "ENEC" and Abu Dhabi Investment Authority ADIA , Abu Dhabi Investment Council and much more
- Built solid relationships with VIP customers resulting in repeat business from over 86% of them
- Creating tailor-made luxury holidays to suit Etihad Airways Elite clients and ensuring that all administrative terms and conditions of contracts are adhered
- Assist and organize events & Conferences ( Such as Emirates
- Foundation Exhibition - Takatof 2012 )
- Manage communications between Etihad Airways and suppliers & business partner ( Luxury hotels & resorts,service providers etc )
- Available 24/7 to assist Etihad Airways VVIPs/ VIPs guests in professional manners
- Researching travel options & presenting the best deals in terms of requirements
- Selected to assist VIPs and executives ( top customer ) with their holiday packages plans.( Such as plan and book Luxury Holiday packages and all special related travel services)
- Manage team and all related administration works, support sales executives to achieve business goals.
- Monitoring competitor activity in order to maintain most competitive rates -Responding to all phone enquiries promptly, courteously and in friendly manner
- Negotiating corporate and best rates with hotels and suppliers
- Filing and general administrative duties
- Building strong relationships with clients and create VVIP/VIPs customers databases
- Ability to achieve branch, team sales and profitability objectives
- Up selling relevant add-ons, like, insurance, excursions ,etc
- Monitoring bookings throughout working day
- Ensuring travel brochures & promotional literature are displayed prominently
- Handling high numbers of incoming calls from direct customers and travel trade
- Offering holidays to wide variety of long haul luxury destinations, including Indian Ocean, Arabian Gulf,Egypt & Africa and Far East.
- Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation
- Updated and maintained customer databases to increase customer retention
- Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians and business executives
Senior Travel Consultant / Holidays Branch
Abu Dhabi Travel Bureau
Abu Dhabi, United Arab Emirates
08.2005 - 10.2007
- Ticketing , cars, cruise and hotels Reservations
- Aided clients with matters regarding passports and visas
- Processed exchanges and refunds for airline tickets
- Developed knowledge and experience in all areas of operations for full-service travel agencies
- Selected to arrange hotel bookings and other details for groups
- Gained expertise in international tourism and group/meetings planning via formal training and on-the-job experience
- Planned and conducted formal training for newly hired and seasoned agents
- Selected to assist VIPs and executives and top customer.
- Selected to assist VIPs and executives and top customer.
- Ensured outstanding service to customers by monitoring agent phone activities
- Handling visa documents for incoming customers attending Exhibitions and other travel shows such as (IDEX ,ADIPEC ,GASTECH ,SAFETY AND SECURITY )
- Used company and vendor marketing resources to educate customers and close sales
- Updated and maintained customer databases to increase customer retention by %83 .
- Generated reports on travel trends and customer feedback to inform business goals
- Developed promotional materials for travel packages to market hot destinations
- Provided customers with brochures and publications containing travel information such as local customs, points of interest and foreign country regulations
- Handled sensitive personal data with discretion
- Provided useful travel materials such as guides, maps and event programs
- Booked reservations for travel, hotels, rental cars and special events such as tours and excursions
Education
M.D. - Economics
University of Aleppo
Aleppo , Syria 06.2006 - 06.2009
Bachelor in Faculty of Economy -
University of Aleppo
Aleppo, Syria 06.2002 - 06.2006
Diploma - Tourism and Hotels Science
Hotel & Toursim School
Aleppo , Syria 06.1999 - 06.2001
Skills
Management Experience
undefinedCertification
Corporate security awareness
Timeline
Travel Executive
TAG Group
10.2022 - 06.2023
Travel Advisor
Auto Club of Southern California, AAA
11.2016 - 08.2022
VIP & Corporate Manager
Etihad Airways
10.2007 - 06.2016
M.D. - Economics
University of Aleppo
06.2006 - 06.2009
Senior Travel Consultant / Holidays Branch
Abu Dhabi Travel Bureau
08.2005 - 10.2007
Bachelor in Faculty of Economy -
University of Aleppo
06.2002 - 06.2006
Diploma - Tourism and Hotels Science
Hotel & Toursim School
06.1999 - 06.2001
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