Customer Service Social Media

MOSTAFA ATTIA

Willow Grove, PA ***** · ***********@*****.*** · 267-***-****

Senior Executive Travel Industry

LEADERSHIP & MOTIVATION ● PROBLEM SOLVING ● ORGANIZATION

PRODUCT DEVELOPMENT ● DATA ANALYSIS ● CHANGE MANAGEMENT

SUMMARY OF QUALIFICATIONS

Senior Executive possessing industry wide experience creating processes to enhance the travel experience, negotiating contracts, leading revenue improvements, and streamlining operations to control cost.

Effective relationship building and leadership, managing up to 300 staff internationally in 27 overseas offices, and 85 travel agents in call center operations; created a culture of exceptional customer service that lead to significant repeat business.

Skilled at identifying changing market opportunities and developing strategies to effectively exploit them driving continuous growth and profitability.

Proficient in constant process improvement to control costs while providing exceptional customer service and encouraging repeat business.

CAREER ACCOMPLISHMENTS

Helped lead a 15% increase in business year over year helping grow the firm from $50 million to over $500 million.

Crafted a detailed plan to transition a direct marketing firm into new wholesale businesses, tour operations, and social media marketing to create new channels of business.

Created a Quality Control operation to enable rapid international growth with step by step procedures to quickly bring staff up to speed and ensure quality and efficiency.

Have traveled internationally on business to Israel, Turkey, Greece, Spain, Costa Rica, Brazil, China, Italy, England, France, Germany, Corecia and more.

PROFESSIONAL EXPERIENCE

Vice President Sales, North America Aug 2022-May 2024

Kompas Holiday International Fort Lauderdale. FL

Founded in 1951, Kompas has grown into one of the most prominent international travel corporations with more than 50 locations worldwide.

Recruited to diversify a Direct Marketing company into a multi-channel operation to cultivate growth and eliminate stagnation.

oStarted a campaign on social media to introduce the company to the market.

oRepresented the company at many travel shows through the country to cultivated a network of travel agents.

oIntroduced a booking agent (Softrip) so product could be booked 24/7 online.

Major efforts to complete the marketing program required an infusion of capital, but unfortunately ownership could not raise the funding.

Gate 1 Travel, Fort Washington. PA 1999-2020

Gate 1 Travel, with over 600 employees in 27 international offices, has provided affordable escorted tours, river cruises and vacation packages for over 40 years.

Vice President of Quality Control, 2017-2020

Manage the quality control standards of all business operations with 300 staff across 27 international offices in the U.S. Europe, Latin America, Africa, Asia, and the Middle East.

Led the development of the Quality Control function to help manage business expansion efforts via end-to-end Project Management.

Steered capacity development through process improvement, operational efficiencies, and seamless product transition across all business units.

Oversee project activities of multiple departments across the offices, by monitoring/tracking performance of the Product, Sales, Operations, and Customer Service teams, constantly improving processes to enhance the service delivery capacity and service to customers.

Progressively grew into executive leadership using research quality standards to drive continuous process improvement, and implementation of best practices,

Vice President of Reservations, 2004-2017

Managed 85 Travel Agents servicing over 300,000 travelers per year.

Administered programs and processes in accordance with established rules and regulations to continue increasing customer satisfaction levels.

Selected to serve on and lead committees to participate in the development of company policies, procedures, goals, and objectives, as well as redirect priorities.

Develop and manage budgets, deal with disciplinary matters, and resolve customer escalations.

Held sessions with team leaders to strategize ways to motivate the agents and to share success stories to develop a culture of service.

Reservations Supervisor, 1999-2004

Supervised 26 Reservation Agents serving 26,000 travelers per year.

Assisted agents, clients and travel partners with questions throughout the entire booking cycle.

Teach customer service skills, customer engagement and active listening skills to help each agent develop.

Product Development Manager 1990-1999

Isram World of Travel New York, NY

Isram World of Travel is a luxury travel broker specializing in group travel for over 50 years.

Tasked with product planning and development, contracting of included services, costing and pricing, sales performance measurement, and yield management.

Negotiated contract rates and terms for hotels, DMCs, cruise lines, optional tour operators and special offers, while remaining in compliance with health and safety, and other regulations.

Managed planned promotions, discounts, and tactical activities, by teaming with Marketing to drive sales with a focus on achieving budgeted tour load factors.

Provided training for sales and reservations staff on tours and destinations.

EDUCATION AND TRAINING

High School Degree Cairo, Egypt

Software skill include, Excel, Salesforce, Amadeus, GDS, Sabre

Contact this candidate