Manager Office

LATIFA

ASFOR **, Qahira Street, MAROUA Building

Appt N 8, 14000 KENITRA- MAROC

TEL: +212-*-**-**-**

Email: ************@*****.**

Bilingual

PROFESSIONL SUMMAR

Senior Reservation and Ticketing Agent with over twenty three years of successful experience in customer service and sales Recognized consistently for performance, excellence and contribution to success in achieving the goals defined by management. Strengths in communication, organization and time management, backed by trainings and experience in other positions as City Ticket Office Manager and Airport Station Manager.

EDUCATION:

Bachelor ( English Literature)

Baccalaureate ( Modern literature)

SKILLS:

MS OFFICE (Word-Excel- Outlook)- Amadeus – Sabre.

Languages: Arabic (maternal language) – French (advanced) - English (advanced) –Spanish (beginner).

Ability to work under pressure.

Excellency in providing better customer service.

Proficiency in management and organizational and communication skills.

Uncommon ability to multi-task.

Proficiency in using sales and negotiate tools.

Ability to work independently as well as in team.

Adept at utilizing the computer Software platform.

PROFESSIONAL EXPERIENCE:

Senior Reservation & ticketing Agent, Rabat (Qatar Airways) Jun 2005- Jul20

Book and issue tickets.

Increased customer satisfaction by resolving issues related to their reservation and tickets.

Developed team communications and information for sales meetings.

Worked with all types of customers to understand needs and provide excellent service.

Issued tickets and quoted correct fares to passengers.

Ensured groups booking and ticketing in compliance with the company’s procedures.

Showed dedication and commitments to handle the maximum number of telephone calls and passengers.

Guided, supported staff and kept updated with relevant changes in the industry and the company s products and services.

Contributed in increasing the sales figures and clients of the office.

Processed administrative tasks and office orders

Senior Reservation & Ticketing Agent, Rabat (Gulf Air) Aug 2003-Mar 2005

Assisted mishandled passengers in order to reduce passenger complaints.

Helped travel agents by confirming their waitlist seats.

Ensured telesales and fidelity program done on weekly basis.

Served passengers professionally and quickly at the reservations counter to minimize customers waiting time on a daily basis.

Answered maximum of telephone calls per hour professionally, and provided a full sales and reservations service to all customers and minimized the rate of abandoned calls

City Ticket Office Manager, Casablanca (Regional Airlines) Jan 2000-Jul 2003

Supervised the office and the front line operations.

Ensured staff has a current knowledge of the company services, pricing and special promotional offers.

Monitored appearance, standards and performance of team members with an emphasis on training and team work.

Managed customer requests and complaints promptly.

Maintained professional appearance of the front desk with a focus on hospitality and customer service.

Contributed to the progress and success of the company.

Station Manager, Rabat-Salé Airport (Regional Airlines) Mar 1998-Dec 1999

Prepare passengers lists, baggage, meals and special requests

Coordinate the information and messages to related services and department

Supervise the staff and help to check passengers

Manage time and tasks to avoid delays

Book and issue tickets

Coordinate between stations

Shift Manager, Mohamed V Airport (Regional Airlines) Jul 1997- FEB 1998

Inform Passengers of ticket fare and flight s program.

Supervise agents at check in counter.

Ensure a good coordination and flight s information transmission to the concerned services.

Process baggage claims.

ADDITIONAL TRAININGS & QUALIFICATIONS:

Group Process Management 2019

Qatar Airways Nairobi (Kenya)

Electronic Miscellaneous Documents Course 2015

Qatar Airways Doha (Qatar)

Five Star Leadership Foundation Course à Tunis 2014

Qatar Airways, Tunis (Tunisia)

Safety Management System Course 2014

Qatar Airways Office

Oneworld Staff Travel Procedures Course(online) 2013

Qatar Airways Office

Intermediate Passenger Tariff 2007

Qatar Airways, Doha (Qatar)

Amadeus Central Ticketing & Electronic Ticketing End users Course 2006

Qatar Airways, Doha (Qatar)

Basic Passenger Tariff 2005

Qatar Airways, Doha (Qatar)

FALCON HOST RESERVATION 2004

GULF AIR, Manama (Bahrain)

Code share flights implementation between Reguional Airlines and Royal Air Maroc 2003

LUFTHANSA System, Frankfurt (Germany)

ACTIVITY AND SOCIAL COMMITMENT:

Team work- Organization – Leadership

Travel

Reading

Sport

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