Sport-Gym
Mina Girgis
Lead Costumer Services Agent
Doha,DA
Summary
I am a reliable, committed and hardworking person, with a variety of transferable skills. I am an individual with good communication and excellent interpersonal skills, with the ability to prioritize and work towards a goal. I have a friendly disposition and enjoy working as part of a team. I am adaptable towards new challenges and am keen to start the assignment as soon as possible.
Overview
14
14
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
Lead Customer Services Agent
Qatarairways
Qatar, Doha
02.2020 - Current
- As a Lead Agent - Customer Service will provide service excellence to Qatar Airways customers through telephone & email and optimize passenger satisfaction.
- main duties will be to respond professionally in order to achieve customer satisfaction, generate revenue and take all possible measures to avoid loss of revenue, complete fraud prevention checks
- As a product and process expert to support Customer Service Agents with complex and escalated queries. You will have to keep yourself updated with the new products and services offered by Qatar Airways
- reply to email resaved from Customer to Refund or exchange to travel voucher
Senior Reservation and Ticketing Agent
Qatar airways
Qatar, Doha
02.2020 - 07.2020
- Showing dedication and commitments to handle the maximum number of telephone calls and passengers whilst at all times carefully following QR procedures and regulations to achieve the highest possible quality of reservations service.
- Arranging reservations and routings for passengers, utilising the Amadeus system to make the bookings for passengers and effectively communicating fares, policies and procedures to passengers by providing accurate information.
Senior Reservation and Ticketing Agent - Superviso
Qatar airways
SUDAN, KHARTOUM
03.2018 - 10.2019
- Arranging reservations and routings for passengers, utilising the Amadeus system to make the bookings for passengers and effectively communicating fares, policies and procedures to passengers by providing accurate information.
- Showing dedication and commitments to handle the maximum number of telephone calls and passengers whilst at all times carefully following QR procedures and regulations to achieve the highest possible quality of reservations service.
- Handling customer requirements and requests professionally ensuring minimum complaints. You will also support travel agents with seat confirmation and arrange VIP bookings/ticket queries.
- supporting staff and customers to resolve difficult issues and problems pertaining to reservations and ticketing on a daily basis.
- Issuing tickets and quoting correct fares to passengers.
Supervisor Reservation and Ticketing -Khartoum Int
Contran United Co.ltd - Qatar Airways GSA
SUDAN, KHARTOUM
07.2016 - 03.2018
- Manage daily inquiries and operational related calls promptly.
- Manage Visas’ issues related to and issuance for the diverse customers of the mission.
- Facilitate ramp handling in liaison with all airport staff to expedite departures.
- provide support to the Airport Services Manager in case of flight disruptions, misconceptions and other passenger related disruption.
- Supervise the airport team to ensure on-time flight closure and working towards overall on-time.
Supervisor Reservation and Ticketing
Olympia Travel Agency ( UN/AU Hybrid operations in Darfur)
SUDAN, KHARTOUM
05.2008 - 06.2016
- Administrate ticketing and reservation duties of incoming mission’s staff.
- Administration of all UN personnel, (official & private) through arranging operational lists of staff members per month with different airline stakeholders.
- Management of travel plans of ticketing, booking, hotel destinations and tourism as of direct customers- individuals (mission staff both National and international) and other field organizations’ employees.
- Submit monthly and weekly reports on the status of the services being delivered and costs.
- Planning of the staff issuing tickets and administration of correspondence related to visas and clearance.
- Dealing with all UN staff members for reservation & ticket.
- Making daily reports and give to my immediate supervisor.
- Proactively market, Sell and consult with clients in regards of tour, cruise, air, car and hotel products and all other related services.
Education
High School Diploma -
01.2000 - 03.2003
GED -
11.2006 - 02.2010
Skills
Excellent organizational skills
Efficient communication skills
Strong command of the MS Office Suite
Client Orientation
Planning & Organizing
Teamwork
Knowledge in IATA standard
Good interpersonal skills
Accountability
Problem Solving
Interests
Reading Books
Computer Games
Swimming
English /Arabic
Full professional proficiency Arabic
Professional working proficiency EnglishWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Lead Customer Services Agent - Qatarairways
02.2020 - Current
Senior Reservation and Ticketing Agent - Qatar airways
02.2020 - 07.2020
Senior Reservation and Ticketing Agent - Superviso - Qatar airways
03.2018 - 10.2019
Supervisor Reservation and Ticketing -Khartoum Int - Contran United Co.ltd - Qatar Airways GSA
07.2016 - 03.2018
Supervisor Reservation and Ticketing - Olympia Travel Agency ( UN/AU Hybrid operations in Darfur)
05.2008 - 06.2016
Aptech Computer Education - GED,
11.2006 - 02.2010
Comboni College Khartoum - High School Diploma,
01.2000 - 03.2003