Senior Team Lead (SaaS) at Traveazy B2B (Holidayme DMC) (2025-01 – Present)
- Lead airline and hotel operations using SaaS-based platforms to ensure operational efficiency and accuracy.
- Manage airline inventory, fares, ticketing, exchanges, refunds, and schedule changes in line with airline policies.
- Oversee hotel management including contracts, pricing, availability, and supplier coordination.
- Supervise, mentor, and evaluate team performance while optimizing workflows and KPIs.
- Collaborate with product, tech, and operations teams to enhance system utilization and service delivery.
- Ensure SLA compliance, quality assurance, and continuous process improvement.
- Supervise and manage team performance to ensure efficient dispatch and completion of refund and reissue cases.
- Process refunds and reissue promptly while ensuring compliance and customer satisfaction.
- Regularly review and verify schedule changes for accurate and timely communication.
- Actively monitor the B2B website, providing constructive feedback for improvement.
- Manage all offline requests, including charter flight inquiries, with swift and effective resolution.
Air Fulfilment Team Lead at Rahala B2B Egypt (2023-01 – 2025-01)
- Supervise and manage team performance to ensure efficient dispatch and completion of refund and reissue cases.
- Process refunds and reissue promptly while ensuring compliance and customer satisfaction.
- Regularly review and verify schedule changes for accurate and timely communication.
- Actively monitor the B2B website, providing constructive feedback for improvement.
- Manage all offline requests, including charter flight inquiries, with swift and effective resolution.
Senior Travel Consultant at Amaken Travel & Tourism (2022-01 – 2023-01)
- Supervise customers during their holidays, providing assistance when necessary.
- Handle ticketing operations, including exchanges and refunds, using Amadeus and Galileo systems.
- Manage block seat arrangements for Umrah with airlines, and other budget carriers, along with hotel supplier.
- Assist in trip planning and develop customized offers for clients.
- Offer detailed information on travel services, routes, reservations, programs, and other available options
Senior Officer Tier II Online Flights at Alomsafer Tier II (2018-01 – 2022-01)
Senior Sales Consultant at Wings Fadaaq Travel And Tourism (2016-01 – 2018-01)
- Handle ticketing operations, including exchanges and refunds, through Amadeus and Galileo.
- Perform in-depth research to identify the best and most affordable options that meet the client's
- Arrange travel plans to the clients, leveraging the company's network of reliable vendors and personal contacts.
- Served as a secondary escalation point for handling client complaints and inquiries.
- Managed client inquiries, ensuring timely updates on the progress of travel plans.
- Provided consultancy support to Tier I agents, effectively reducing human error in processes.
- Processed an average of 200-300 involuntary change bookings daily.
- Managed the email queue, addressing communications from both end users and internal departments.
- Collaborated with other Customer Service divisions to resolve customer inquiries related to cancellations and amendments.
- leveraging strong knowledge of GDS systems (Amadeus & Galileo) and LCC portals.
Senior Sales Consultant at Dema Travel (2015-01 – 2016-01)
- Approach prospective clients via phone, email and face-to-face.
- Issuing tickets, including exchanges and refunds, Amadeus and Galileo.
- Liaise with clients regarding their holiday requirements, such as preferred destinations etc.
- Providing appropriate information regarding travel services, routes, reservations, schemes, and other available services.
Ticketing consultant at Quba Travel Agency (2013-01 – 2015-01)
- Reach out to potential clients through phone calls, emails, and in-person meetings, employing marketing strategies to persuade them to choose the company for their travel arrangements.
