Customer Service Ramp Agent
Resume:
Mahdi Ben Mahmoud
*****************@*****.*** • https://www.linkedin.com/in/mahdi-ben-mahmoud-3b4170176/
Barcelona, Spain
Personal Profile
A confident, reliable and enthusiastic individual, with previous customer service experience. I enjoy helping clients, customers and individuals, and solving any problems that they may have. I am a great communicator, over the phone, face to face and via email. I strive to work well under pressure and love to keep myself, and my workflow organized. As an experienced customer service, I take an enthusiastic approach, combined with a friendly, genuine dedication to customer satisfaction.
PROFESSIONAL EXPERIENCE
Customer Service Agent December 2021 – January 2024
Qatar Airways Company – Doha, Qatar
Provide face to face service to Qatar Airways passengers and deals with their different needs.
Answer questions and offer information covering a wide variety of airline and/or airport related topics such as connecting flight information and direction assistance.
Ensure that passengers' identification is verified and checked such as passport validity and relevant visa depending on destination. Ensure that passengers' identification is verified and checked such as passport validity and relevant visa depending on destination.
Initiate boarding at the gates, following laid down boarding priorities, announcements, hand baggage removal, flight coupon reconciliation and head count confirmation in order to assist the process for a safe and on time departure of QR flights.
Deliver efficient service at the transfer desks for arriving QR passengers who are connecting to other flights and ensuring that all information such as baggage details are recorded.
Bell Captain Front Office March 2021 – December 2021
Alila Hinu Bay Hotel (5*) - Salalah, Oman
Supervise daily shift process ensuring all team members adhere to standard operating procedures.
Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
Cross Check all billing instructions are correctly updated
Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
Team Leader Front Office August 2019 – June 2020
Grand Hyatt Doha Hotel (5*) - Doha, Qatar
Manage the bell staff by setting work schedules, assigning duties and supervising their day-to- day work.
Supervise BELLHOPS engaged in duties, such as paging, running errands, and giving information
Call BELLHOPS to escort guests to rooms or perform related services.
Furnished information, make reservations, and obtain tickets for guests to social and recreational events or for travel.
Lead and supervise the bell desk in the timely and efficient transfer of luggage to rom the guest’s room.
Transportation Supervisor October 2016 – October 2018
Anantara Al Jabal Al Akhdar Hotel (5*) – Nizwa, Oman
Serve as a key point of contact for Guests and efficiently respond to Guest enquiries.
Provide information, advice and booking services for a wide variety of Guest enquiries, including city
-
tours, theatre tickets, restaurants, doctors, flight bookings, among others.
Deliver and safely storage Guest luggage.
Ensure orderliness and safety guidelines around the lobby and front door areas.
Lead and supervise the bell desk in the timely and efficient transfer of luggage to rom the guest’s room.
Maintain a clean, healthy, and safety working area.
Act in accordance with policies and procedures when working with front of house equipment and property management systems.
Guest Service Agent July 2015 – October 2016
Movenpick West Bay Hotel (5*) - Doha, Qatar
Answers incoming calls Answers incoming calls
Directs call to guest rooms, staff, or departments through the switchboard or PBX system. Directs call to guest rooms, staff, or departments through the switchboard or PBX system.
Receives guest messages and deliver the same to the guest.
Logs all wake-up call requests and performs wake-up call services.
Assists in reporting telephone equipment or service complaints and problems.
Provides information about hotel services to guests.
EDUCATION
Assistant technician in Business applications 2014
Ministry of Defense - Tunisia
IT Technician and management 2011
Khwarizmi Institution - Tunisia
Bachelor economics and management 2009
Independent high school
LANGUAGES
French, English, Arabic
References Other documents
On request Drive Licence (A1, C and E)
Contact this candidate