Mohamed Elshimi
Palos Hills,IL
Summary
Dynamic customer service professional with extensive experience at Hilton and Fursan Travel & Tourism. Proven expertise in conflict resolution and budget management, consistently exceeding customer expectations. Recognized for enhancing operational efficiency and fostering team collaboration, ensuring seamless travel experiences and high-quality service delivery.
Overview
29
29
years of professional experience
Work History
Front Desk Agent
Hilton
Chicago, IL
12.2023 - 03.2025
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Managed customer complaints and rectified issues to complete satisfaction.
- Greeted and welcomed guests in a friendly, professional manner.
- Monitored reservations to track incoming parties and special events.
Baggage Services
Air Arabia Group HQ
Sharjah, UAE
05.2022 - 11.2023
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Completed day-to-day duties accurately and efficiently.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Achieved cost-savings by developing functional solutions to problems.
Customer Service Agent
Sharjah Airport Travel Agency
Sharjah, Sharjah
05.2021 - 05.2022
- Greet passengers at check-in counters and assist with check-in processes, ticketing, and baggage handling
- Guide passengers to the appropriate terminals, gates, and facilities within the airport
- Address issues related to lost baggage, flight changes, missed connections, and other travel-related problems
- Verify passenger documents, issue boarding passes, and assist passengers with boarding, including those with special needs or requests
- Assist in maintaining a secure airport environment, and report any suspicious activity or safety hazards.
- Maintain effective communication with airline staff, ground crew, and airport authorities to ensure smooth flight operations
- Exceed passenger expectations by consistently providing exceptional customer service
- Complete administrative duties, such as updating passenger records, documenting incidents, and handling cash and payment transactions accurately
- Collaborate with colleagues to ensure the efficient functioning of the airline and the airport
Airport Office Manager
Fursan Travel
Riyadh, Riyadh
03.2015 - 05.2019
- Solve all airport issues for last-minute requests, and manage revenue streams.
- Managed office budget to handle inventory, postage and vendor services.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Produced thorough, accurate and timely reports of project activities.
- Managed, scheduled and coordinated office functions and activities for employees.
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Reviewed files and records to obtain information and respond to requests.
- Coordinated meetings, conferences, travel arrangements and department activities.
- Resolved customer inquiries and complaints requiring management-level escalation.
Airport Representative
Fursan Travel & Tourism
Riyadh, Saudi Arabia
03.2011 - 01.2015
- Managed customer complaints regarding flight delays, cancellations, and other issues.
- Meet and Greet: Welcome Guests At the airport, guide them to the holding area, and ensure smooth transfer to their coaches.
- Support Departures: Assist departing with check-in and ensure they’re safely on their way.
- Communication: Coordinate with the airport team, Head Office, and airline staff to ensure everything runs smoothly.
Implant Service Manager
Fursan Travel & Tourism
Riyadh, Saudi Arabia
01.2008 - 01.2011
- Addressed customer questions and concerns regarding products and services.
- Analyzed competitive offerings to ensure the service department remained competitive.
- Created and managed budgets for travel, training, and team-building activities.
- Main Task to follow all CEO / Chief levels bookings, arrange visa, book appointments, arrange agenda for next year & follow up all financial issues
Travel Consultant & Administrative
Fursan Travel & Tourism
Riyadh, Saudi Arabia
01.2002 - 01.2008
- Fostered a positive and collaborative work environment, sharing travel tips and insights with colleagues.
- Developed and maintained strong relationships with customers to ensure repeat business.
- Created and distributed travel brochures and newsletters to inform clients of special promotions.
- Responded promptly to clients regarding visa, passport and security inquiries.
- Organized group travel arrangements, coordinating logistics for seamless travel experiences.
Front Office Staff
Sheraton Sharm Elsheikh
Sharm Elsheikh, Egypt
01.1996 - 01.2002
- Handled incoming and outgoing mail and packages, including preparation for shipping.
- Monitored office expenses and submitted purchase requests.
- Assisted with preparing shift reports prior to end of day shifts.
- Monitored office services mailbox for business support needs and requests.
Education
Bachelor of Arts - Accounting And Finance
Ain Shams
New Egypt06-1995
Skills
- Customer service
- Conflict resolution
- Quality assurance
- Reservation management
- Team leadership
- Budget management
Timeline
Front Desk Agent
Hilton
12.2023 - 03.2025
Baggage Services
Air Arabia Group HQ
05.2022 - 11.2023
Customer Service Agent
Sharjah Airport Travel Agency
05.2021 - 05.2022
Airport Office Manager
Fursan Travel
03.2015 - 05.2019
Airport Representative
Fursan Travel & Tourism
03.2011 - 01.2015
Implant Service Manager
Fursan Travel & Tourism
01.2008 - 01.2011
Travel Consultant & Administrative
Fursan Travel & Tourism
01.2002 - 01.2008
Front Office Staff
Sheraton Sharm Elsheikh
01.1996 - 01.2002
Bachelor of Arts - Accounting And Finance
Ain Shams