Customer Service Quality Assurance

Ahmed Bayoumi

****-*** ***** ** **** ? Toronto, ON M4W 3Y3 ?

Tel: 416-***-****

********@******.*** ?

linkedin.com/in/ahmedbayoumi

A travel industry professional with demonstrated expertise in travel

operations, customer service,training delivery and instructional design.

Core strengths include:

. Detail-oriented with solid time management and organization skills.

. Exceptional interpersonal communication and customer services skills

developed through training and supporting frontline agents.

. Many years of diverse experience in the travel industry; areas include

retail sales in leisure and corporate business travel, FIT & groups operations,

product development,packages and rates negotiations with suppliers in addition to

incentive groups operation.

. Proficiency in MS Word, MS Excel, PowerPoint, Native &Turbo Sabre,

Sabre Vacations and In-Design. Some knowledge of Apollo.

Career Summary

AIMIA (FORMERLY CARLSON MARKETING LTD. - CANADA) 2002 - 2013:

Aimia - a global leader in loyalty management. Their unique capabilities

include - proven expertise in building proprietary loyalty strategies,

launching and managing coalition loyalty programs. They build and run

loyalty for some of the world's best brands. Aimia is supported by

thousands of employees worldwide that generate multi-million dollars in

annual sales.

Trainer - Training and Continuous Improvement - TD Travel Rewards Centre:

(2009-2013)

. Delivered more than 40 in-class comprehensive Four Weeks TD new hire training program in

Eastern Canada for over 450 travel consultants with a 90% graduation rate. Sessions generated

more than 95% satisfaction rate as end users evaluation sheets.

. Delivered comprehensive two five week Aeroplan new hire training program in Montreal

for 40 air only agents to become full travel consultants booking all travel

components with graduation of 100% and satisfaction rate of 85% per evaluation sheets.

. Conducted merchandise training for MBNA and Aeroplan accounts.

. Delivered CEI (Customer Experience Index) training based on the expected highest customer

service levels set by our client the TD bank.

. Trained on all different areas of Program operations, procedures and policies set by

the TD bank and AIMIA.

. Supervised new agents for the first few weeks on the floor after the completion of

in-class training.

. Created new hire manuals, job aids/check-list and training documents for all agents

on the floor.

. Monitored and reported employee progress during all training sessions.

QA Analyst and Trainer - TD Travel Rewards Centre: (2009-2009)

. Monitored and evaluated travel consultants phone contacts against quality assurance

expectations/standards.

. Monitored accounts logs and web contact records against quality assurance standards.

. Maintained quality reporting records at the Agent and Team Supervisor Level.

. Set-up and facilitated QA Calibration sessions.

. Analyzed clients Verbatim received from TD Bank.

. Supervised frontline calls whenever required.

. Floor trained/coached all new hires and all agents in Toronto

. Delivered multiple TICO training sessions for teams in Toronto and Montreal.

. Conducted training sessions for all communication new hire classes.

. Trained accounting staff and team supervisors on new applications.

SR Travel Consultant - TD Travel Rewards Centre: (2002 - 2009)

. Coached and trained all new hires on all current procedures of travel operations

based on the centre's policy including completion of travel bookings and QA.

. Processed and planned complex travel bookings /reservations including multiple

components and points redemption in a call center environment.

. Answered and handled all incoming phone inquiries/bookings to

worldwide destinations.

. Kept up-to-date on all travel products and the promotions associated

with the different TD Visa travel Cards.

. Issued BSP tickets and itineraries and performed proper callback management.

. Maintained excellent quality customer service and proper escalation of

card-holders issues/complaints.

. Logged bookings and calls details in the appropriate different TD computer systems.

. Strong knowledge of the ACD phone system.

THOMASCOOK.CA LTD., CANADA 1997 - 2001:

Thomas Cook group is one of the world's leading leisure travel groups with

sales of more than

Cdn.$15B and 22.1M customers across the globe. Business is supported by

31,000 employees.

Sales Consultant - Travel (Senior Capacity Leisure & Corporate):

. Reservations/Bookings of all packages to various destinations.

. Reservations and ticketing for domestic and international tickets.

. Handled all inquiries for walk-in clients as well as phone inquiries

. Entered all accounting transactions and bookings using Matrix/Global.

. Customer services excellence to ensure clients satisfaction.

. Handled major corporate accounts and business travel with emphasis on developing

a long term business relationship.

. Marketing and managing local markets activities.

ABERCROMBIE & KENT EGYPT 1996 - 1997:

Abercrombie & Kent is the world's foremost luxury travel company,

delivering inspiring experiences

In the world's greatest destinations through a global network of 50

offices.

Executive Account Manager/Department Head:

. Developed new products and preparing special packages.

. Department Head in charge of organization of inbound tours to Egypt

and manager in charge of special incentive programs.

. Established strong business relationships with suppliers and

negotiating contracts.

AMERICAN EXPRESS OF EGYPT LTD., 1989 - 1996:

Supervisor - Sales & Operations - Incentive Travel & Special Groups

Movement (SGM) (1995 - 1996):

. Sold daily sightseeing tours operated mainly from major hotels.

. Conducted sales presentations for outgoing holidays/packages.

. Promoted conferences and conventions.

. Program management and in charge of responding to all requests for

meetings, Incentive and one shot groups.

. Prepared clients proposals and cost program sheets.

. File closing and updating accounting procedures.

. Supervised and trained all new staff on all aspects of the inbound

operation to Egypt and customer service.

. Attended world travel trade shows - EIBTM Geneva and ASTA.

. Created and assumed full responsibility of the American Express Travel

Newsletter "Travel Tracks"

Tour Operator - FIT & Groups (1989 - 1995)

Coordinated all activities encompassing the logistics and organization of

inbound operation to Egypt for individuals and group series.

Education and Professional Development

. Office de la protection du Consommateur, Quebec, OPC Certification

(Manager Level), 2012

. Langevin, Writing Skills for Trainers and How Adults Learn Workshops,

2011

. Canadian Institute of Travel Counsellors, TICO certification, 2008

. Thomas Cook Canada, Product and Sales Courses, 2000

. CLIA Cruise Academy, Power Selling Techniques & Cruise Product, 2000

. American Express, American Express Quality Leadership (AEQL), 1996

. Cairo University, Faculty of Commerce, BA, Business Administration,

1987

Other Interests, Skills, Languages And Special Achievements

. Certificate of Achievement in recognition of performance, AIMIA, 2012

. Certificate of Achievement for completing the "Trainer Certification Program", and

being the company's official trainer, AIMIA, 2011

. Certificate of Achievement in Recognition of Performance and Contribution, AIMIA, 2009

. Exceptional Thomas Cook Service Hero Award, Thomas Cook, 2001

. Employee of the Year, American Express of Egypt Ltd., 1992

. Languages: English, Arabic and some French

. Other Interests: Travel to different places around the globe, visited

most of Europe, North America, Caribbean and parts of North Africa.

Contact this candidate