Arabic R E

SABAHRAMADHAN

CAREERPROFILE

CORECOMPETENCIES

Courteous,e xcellentor ganizationalski llsandh ighl yeffici ent w ithau ni que understandingofthetravelindustryandthepeoplewhoworkin it.An experienced CustomerS erviceAg entand Trav elExecu tive whoisabletomakethe best possiblec ustomerse rvicesand trav elarran gementsforacl ient d estination, modeo ftr ansportand trav eldates . H ighlymo tivated,tar getdriv enandwi th exceptionalm ulti taskingsk ills a longwi thana bil itytopro du cet ailor made itinerariesfortraveltoshor torlonghauldestinations. Recognizedforsuccessfuloperationaltacticsandstrategies,d emonstrated CustomerServicewhileimplementinginitiativestomeetcompany objectives.Able to leadc ross functionalte ams inCustomerServices,airportoperationsand optimizationa ctivities. Historyo fus inginn ovativeappr oachestopro duc tion efficiency,accuracy andresourceallocation.

EDUCATION

BTECinHospitalityandTourism

GulfCollegeofHospitalityandTourism,Bahrain

2002

HIGHSCHOOLCERTIFICATE

EssaTownSecondarySchool,Bahrain

2000

TRAININGS

CertificateinHospitality&CustomerService

OmanAir,Muscat,Oman

2018

DangerousGoodRegulationsforPassenger

Handling

OmanAir,Muscat,Oman

2018

QualityvsQuantity;CodeofConduct&Service

DeliveryPromiseV6

SabreProductTraining

GulfAir,Manama,Bahrain

2003

TravelServices(NVQLevel2)

GulfCollegeofHospitality&Tourism,Bahrain

2002

KEYSKILLS

GroundHandling&CustomerService

ClearCommunicationSkills

TakingResponsibility&Anticipation

AttentiontoDetails

ProblemSolving

SalesForecasting

EffectiveListening

Policies&Procedures

AbilitytoReadCustomers

Cross FunctionalAwarenes s

DedicationtoCu stomer

TimeManagement

TeamworkSkills

WillingnesstoLearn

Goal OrientedFocus

ResourcingManagement

Negotiation

Maintainapositive,empatheticandprofessionalattitudetowar dcustomerneedsat alltimesandre spondsinanappropriatemanne r;

StrongbackgroundinAir lineticketing,fare rul es,reconciliat ionsandrefunds;

Ensurecustomersatisfactionand provideprofessionalcustomer support;

Seekfurtherinformationoradvi cetoresolvedifficultissues;

Make suggestionsforimprovingserviceandfacilitatesappropri atechangesneeded toimplement;

Identify,o btainan deva luaterele vantinfor mationtoesta bli sh r elationshipsor patterns,citecausesandreachlogicalconclusions;

Achievesales,retention,opportunityidentificationandincrea sedROIbyintroducing newtravelprod uctstomyclient s;

Managehighprofilecorpo ratesandVIPclients;

Protectorganization’svalueby keepinginformationconfidentia l;

Mitigateriskbyidentifying&t akingreasonablestepstopreve ntpotentialh arm;

Manageinventorycontrol,materi alhandling,customerservice, andtransportation planning;

Providesupportandhelptothoseindistress;

Ensurethattimeandresourcesar eusedeffectivelytotheirma ximumefficiencyand improveservicedelivery;

Generatetrustandconfidenceinothers;

Useavarietyoftechniques/format s,selectedtosuittheneeds ofothers;

Identifysolutionswhichofferw iderbenefitsandtakeactiont opreventrecurrence ofproblems;

Informationi swe llstr uctured,clea randco ncis eandmeth odsa rechosen and tailoredtoaidunderstandinga ndmeettheneedsofothers;

Monitorp rogressan dtak esappr opriateactio ntodeal wit hdiff iculties,i ncluding conflictwithintheteam,orslippage;

Collatecustomerfeedbackandkeepsup to date;

Initiatec ontactwi thcus tomerstoas ses sfuture needsan dadap ts ervicesan d systemsaccordingly;

Identificationofresourcerequi rements,mobilization,al locati on,basedonproper evaluations;

+973********

***********@*****.***

Safrah,KingdomofBahrain

CUSTOMERSERVICEEXECUTIVE AIRPORTOPERATIONS

TICKETING&RESERVATIONSEXECUTIVE

Nowl ookingfo rwardtoamakingasignificantcontributionwith a nambitious travelairlineoragencythatoffe rsagenuineopportunityfor progression. CV SabahRamadhan 2

SENIORCUSTOMERSERVICESAGENT

FUNCTION:CUSTOMERSERVICES DEPARTMENT:GROUNDHANDLINGOPERA TIONS OMANAIR MUSCAT OMAN 2013–2019

5CHECK INCOUNTERSTAFF 3GATESTAFF 2FIRST&BUSINESSCLASS STAFF TICKETING&RESERVATIONAGENT

IRANASEMAN MANAMA–BAHRA IN JUL2004–NOV2004

3CO WORKERSTAFF 1AIRPORTSTAFF

Beingresponsibleinoverseeingtheinsidegateorticketing/ch eck inoperationsofallassign edflightsduringascheduledwo rk shift.Inaddition,alsoovers eescertaincross utilizedemploy eessuchasbaggagehandlers.EnsuredthatallGatesandCheck In countersneeds,keptthemoncallandhighlyactiveduringdela ys,cancellationsandtherebook ingofflights.Iwasultimatel y responsiblefortheon timeperf ormanceofeachflightarrival deplaningandflightdepartureboarding.Providedpassengerswi th dedicatedsupportaccordingtopoliciesandprocedurestoensur ecompliancetoregulationsandrisksmitigation.Identifiedan d highlightedpotentialareasofimprovementtosupportcontinuou simprovementofservice(s)and/oroperations.Inaddi tion, proactivelyperformedawiderangeofassignedandemergingact ivitiestoensurecompliancewiththeestablishedstandards, proceduresandhighlevelofcustomerservice.

Airports ervicesin cludingcus tomers,bagg agehandl ing,checki n,p rocesstr ansfers,tra ns itp assengers,tr acingo f mishandled/lostb aggage,NO C’s,boa rdingoper ations,ticke tsan db oardingpa ssesscr eening.Ensu redhighq u ality servicesaredeliveredtoallcu stomersincompliancewithsafe ty,qualityandoper ationalobjectives;

Ensuredtraveldocumentsarechecked,up to dateinaccordance withRoyalOmanPolice(ROP )rulesandregulations;

Supportedcustomerswithconnect ingflightstoensurecomplete andtimelyinformationisprovided;

Maintainedaccuraterecordsandensuretheticket/baggageoftr avelerforROPvisacancellationismarkedandtally;

Ensuredaccurateinformationofbothtagsandsequencearepass edtodispatcherandrecountstubstoensuresystem figureiscorrect;

Interactedwithsupervisorsbeforeandaftershiftsonmatters pertainingtosensitiveissues forbettercustomerservi ce;

Handledde parturegatemanagement systemandensuredpassengers boardedtoflights;

AssistedVIPpassengerstother espectivelo unge,tagbaggage(s )appropri atelyandflights;

LiaisewithCab increwtoensureboardingoperationsareexecut edontimeandaccordingtosafetyprocedures;

Receiveda ndan alyzedcom plaints f rompa ssengersand ensu redth eyaresolvedoraddressedtotheconcerned department,teammembersinthemosteffectivemanner;

Coordinatedandescalatedcomplexorspecializedenquiriestor esponsibleteamstoensuread hocsupportwasprovided;

Workedcloselywithothersupervisorsanddutycontrolstaffto improvetheexecutiono fassignedactivities;

Interactedwithinternalteammemberstoensureconsistentand reliablecustomer servicesprovidedallthetime;

Cross trainedt oprovideback upsupportforothercustomerser vicesrepresentativeswhenre quired;

Maintainedandcheckedlistofm issingpassengersandradioin flightcre wstaff;

Assistedwith developmentandim plementationofservicepolicie s,andexplainingthesetostaffandcu stomers;

Maintaineddocumentationpertainingtocustomerservicedepartmentac tivities;

Strategizedandmonitoringdaily activitiesofcustomerservice operation;

*ReceivedAppreciationforExcellentPerformancefromManagerCustomerService(OmanAviationHandlingCo.)–June19 th,2017 PROFESSIONALEXPERIENCE

InthispositionIwasresponsibleofarrangingbookingandres ervationservicestocustomers. Theservicesinc ludedissuingofairline tickets.Workedwithcustomerso verthephone,inperson,viae mailandstrivedtoprovideexcellentcustomerservices.

Ensuredwiderangeofhighqualityserviceswasprovidedtocus tomersincludingbooking&re servations, reconfirmation, rebooking,cancellationandcarryoutallfoll owupprocedures inlinewithcompanypolicies;

Assignedspecificspac etocustomersandmaintainscomputerized inventoryofpassengerspaceavailable;

Planedrouteandcomputedticketcost,usingschedules,ratebo oksandcomputer;

Conducteddailyhandoverpriortostartofdutyfordelegation andprioritizingtasksthat requiresimmediateaction;

Madetravelrelatedreservations andissueticketstoclients,takingcarethatallrelevanta irlinerulesand regulations;

TelephonedcustomersandTicketAgentsandadvisedofchangeswithtravelconveyanceandconfirmedreservation;

Determinedwhetherspaceisavailableontraveldatesrequested bycustomer;

Announcedarrivalanddepartureinformationatairportusingpu blic addresssystem;

Examinedpassengertickets,boar dingpassesand directedpassen gerstospecifiedgates;

Handleddeparturegatesystemandensuredpassengersboardedto aircraf t.

Strivedtomaximizesalesand revenuesbybooking,issuingtick ets,returnjourneysandothertravelrelatedproducts;

*ReceivedAppreciation&BestPerformanceStafffromtheChairm an CV SabahRamadhan 3

TICKETING&RESERVATIONAGENT

ARABIANGULFTRAVEL&TOURISMSER VICES MANAMA–BAHRAIN DEC 2002–DEC2003 2TRAVELEXECUTIVES 1ADMINSTAFF

TICKETING&RESERVATIONAGENT

BAHRAININTERNATIONTRAVEL MANAMA–BAHRAIN APR2002–JUL2 002 BeingReservationAgent,Iwas responsibleforassistingcustom erswithplanningandbookingtheirreservations.Thisincluded rangeofservicesbybookinghotelrooms,carrentals,andairp lanetickets.Plannedtravelitinerariesbysuggestinglocalto urist attractionsandplacesofintere st.Ensuredpaymentprocessesa ndsentthedetailsandconfirmationtothecustomers. Maintained highlevelofcustomerservicewheneveranissuewasraisedwit hreservationsandmadesurethattheissuesweresortedout. Successfullyachievedmonthly,quarterlyandyearlytargetsby upsellingandofferingourclientsadditionalservicesandspec ial packages.

Assistedandarrangedreservation andticketsforwalk inandt ele customers;

Reconfirmation ofa irlineti ckets,tou rs,book ingandre serv ationsbyusing Sab resyst emfori ssuing, re i ssuing and revalidations;

Maintainedadatabaseofcus tomercalls,theirneedsandrequi rements;

Offered travelservicestothecorporateclientswhichincludes Airtickets,Tourpackages,Hotelbookings,Carhireand Travelinsuranceforbothbusinessandvacationtravel;

InitiatedSalesLeadofIndividualclienteletoclosecontracte ddealsthathassignificantcontributionfortheteam’srevenu e andcompany’s profitability;

Managed,monitorandscheduledcustomerappointmentswithsales tea m;

Determineddestination,modesof transportation,traveldates, costs,andaccommodationsrequired;

Preparedweek lyormonthlyreportsasrequiredinwrittenaswe llascom puterized;

Ensuredcompliancewithcompany'sproceduresfordocumentation andadministration(filing tickets,voidsandr efund records);

Offeredcustomermostsuitablep ackageaccordingtotheirparti cularneeds;

Connectedmeaningfullywithcustom erstobuildemotionalengage mentandensuredexpecteddeliverablesare met, enrichingcustomerexperience;

Collectedcustomerfeedback(trav elexperie nce)andupdatingpr oductdepartmenttoensureandincreasethequality;

Followedindustrytrendslocally&internationally;reportedon successesandareasne ededimprovements;

Monitoredcustomerpreferencestodeterminefocusofsaleseffo rts;

Processedorders,forms,applicationsandr equests;

Keptre cordsofcustomerinteractions,transactions,commentsa ndcomplaints;

Carriedoutallfollowupprocedurespertainingtocustomerstr avel;

Performedadministrationand officeduties asassigned; Asatraineestaffintheaboveorganization,receivedpractica lexperienceandknowledgeinthefieldofTicketing&Reservat ions includingAviationIndustry.Trainedprofessionallyforselling ticketstopassengers,variousp roceduresandairlinefares.H owever, beingtrainedasaticketingagentwhichwasnotlimitedtosel lingticketsbutalsoincludedot herresponsibilitiesaswell. Gained knowledgeandunderstoodSafety,Rules,RegulationsandProcedu resinlinewiththeAviationindustry.Thus,Iwastrainedin the followingareas:

Advisedclientswithefficienttr avelsolutionsanduptodate information;

ArrangedTrav elReservations,Bookings,CancellationsandRe bo okingsforcusto mers;

Respondedtoallphoneenquiriespromptly,courteouslyandina friendlymanner;

Handledcorporatecustomersandwalk incus tomers;

Ensuredallbookings&reser vationsareprocesse daccurately;

Ensuredtravelbrochures&promotionalliteraturearedisplayed prominently;

Helpedcustomersunderstandtheproductandansweredquestions abouttheirreservations;

Researchedtraveloptions&pres entedthebestdealsinter mso fcustomerrequirements;

Handledcorporatesclients,ret ailpassengers,farequotations andgeneralinquiries;

Performedofficeadministration,fillingofrecordsandthuskeepingthemup to d ate; CV SabahRamadhan 4

TICKETING&RESERVATIONAGENT

ALFATEHTRAVEL&TOURS MANAMA– BAHRAIN DEC2001–FEB2002 TELE MARKETINGAGENT

MARKETINGCOMPANYHMC–SHERETON HOTEL MANAMA–BAHRAIN JUN 2001–JUL2001 PERSONALINFORMATION

PROFESSIONALREFERENCES

Availableuponrequest.

NATIONALITY: Bahraini (GCCNationa l,d oesnotrequiresponsorshiptoliveandworkin anyGCCcountry) MARITALSTATUS : Married

LANGUAGES:Ara bic,English

PERMANENTADDRESS:HouseNo.530,BlockNo.944,Safrah,Kingdo mofBahrain Bahraini/GCCDrivingLicenseHolder

JoinedAlFatehTravel&Toursasanintern;achievedpractical knowledgeandexperience inthefollowingfields:

ArrangedTravelReservations,Bookings,CancellationsandRe bo okingforcustomers;

Handled refunds,r e issu es,P TAs,re calculationoff are sbased onanychangesintheitineraryandmadenecessary collectionsasre quired;

Helpedcustomersunderstandtheproductandansweredquestions abouttheirreservations;

Ensuredallbookings&reservationsareprocesse daccurately;

MarketresearchandanalysisforTravel&Tourismindustr y; AftersuccessfulcompletionofmyBTECinBusinessTravelServi ces; r

n

h o t e l p a c k a g e s, o n l i n e b o o k i n g s, d i r e c t l y d e a l i n g w i t h c u s t o m e I w a s o f f e r e d a n a p p r e n t i c e s h i p j o b o f T e l e - M a r k e t i n g A g e n t i s a n d r e s p e c t i v e h o t e l a u t h o r i t i e s a t H M C . CERTIFICATES&EXPERIENCELETTERS

Explainedproducts,services,pr icesandansweredquestionsfro mcustomers;

Obtainedcustomersinformationsuchasnames,addresses,paymentmethodsandenteredordersintocomputers;

Coldcalledpeopleusingagiven phonedirectorytosellproduc ts;

Obtainednamesandtelephonenumbersofpotentialcustomersfro msourcessuchastelephonedirectories,magazine businesscardsandlist spurchasedfromotherorganizations;

Recordedthecustomerspersonalinformationaccuratelyinacom putersystem;

Answeredtelephonecallsfrompot entialcustomerswhohavebeen solicitedthroughadvertisements;

Scheduledappointmentsforsalesrepresentativestomeetwithp rospectivecustomersorforcustomerstoattendsales presentations;

Conductedclientandmarketsurveystoobtaininformationabout potentialcustomers;

Monitormarketconditionsandtrends;

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