Anower Shadat
Operational & Support Leadership Professional
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About
I am a dynamic and results-oriented professional with a proven background in customer support, training, and operational management, driven by a desire for new challenges and professional growth. From January 1, 2025, to August 31, 2025, I gained valuable experience as a Fra nchise and Business Support Manager at Cake House Bakery Ltd, UK. In this role, I was instrumental in supporting the operational success and compliance of franchise partners, ensuring adherence to brand standards, providing direct business consultation, and contributing to the overall profitability and consistency of the network.
My foundational experience includes extensive Helpdesk support knowledge as a Supervisor, where I developed strong leadership and problem-solving skills in a high-stakes environment. I spent four years at Worldspan By Travelport KSA, culminating in a promotion to Product Specialist Supervisor. I successfully developed and conducted Worldspan Basic, Intermediate, and Advanced training for thousands of travel agents across KSA, including specialized training for premium agents in Saudi Arabia and the UAE.
I have professional expertise in Reservation, Fares, Pricing, and full GDS functionality within the tourism sector. I thrive in roles involving Customer Support (Call Center Supervisor), Sales, and Training. I am known for my professionalism and superior customer service support, evidenced by the numerous thank-you emails received from travel agents throughout my tenure.
I am eager to leverage my operational support and management experience from the franchise sector, combined with my comprehensive knowledge of customer service and training, to take on new challenges in Customer Service, Call Center, Operations, or Sales within a well-reputed organization. I am also willing to work a flexible schedule.
Experience
Cake House Bakery Ltd. Slough, United Kingdom
Franchise and Business Support Manager 01/01/2025 – 31/08/2025Key Responsibilities and Highlights
- Franchisee Performance & Coaching: Conduct regular business reviews and consultations with franchisees, analyzing their sales, profitability, and operational performance to identify areas for improvement and drive revenue growth.
- Brand Standards & Compliance: Ensure all franchise locations strictly adhere to the company's brand standards, recipes, quality control procedures, and operational guidelines (e.g., store presentation, customer service).
- Operational Support: Act as the first point of contact for operational queries, troubleshooting challenges, and assisting with local marketing initiatives, supply chain issues, and equipment maintenance. Cake House Bakery Ltd. Slough, United Kingdom
- Training & Development: Deliver and coordinate initial and ongoing training programs for franchisees and their staff, ensuring deep understanding of new products, technology, and service protocols.
- Manuals & Documentation: Maintain, update, and distribute the Franchise Operations Manuals and other essential documentation to reflect current best practices and policies.
- Site Visits & Audits: Conduct scheduled and unscheduled field visits and operational audits to evaluate performance, compliance, and overall store health, providing constructive feedback and action plans.
Anowar Tours and Travel Dhaka, Bangladesh
Executive Business Development 01/09/2023 – 30/11/2023- Assist to plan trip for corporate and leisure passenger and issue travel document.
- Maintain relations co-ordinate with Airlines for integrate NDC portals and online carriers portals to one gateway.
Travelport Saudi Arabia LLC. Jeddah, Saudi Arabia
Help desk Analyst 03/12/2017 – 15/06/2020Duties and Responsibilities as Helpdesk Analyst Travelport GDS Worldspan and Galileo
- Assist all the travel agent around the kingdom of Saudi Arabia, for any problem related Galileo and Worldspan by Travelport flight, car and hotel reservation.
- Solve any problem related with airline reservation, fares and pricing, by discussing with related carrier.
- Troubleshoot all the problem related Galileo and Worldspan GDS.
- Work for Crisis escalation team (Travelport Global Support 2 level helpdesk) to solve this issue of Operator around the world both Worldspan and Galileo.
- Raise incident to next level if problem cannot solve local helpdesk for KSA travel agency case or Distributor (NDC) by Service Now.
Stargate Cyber active (Distributor company for Worldspan by Travelport Saudi Arabia) Riyadh, Saudi Arabia
Help Desk Supervisor 01/05/2006 – 02/12/2017Duties and Responsibilities as GDS Helpdesk Supervisor (Worldspan)
- Supervise Worldspan by Travelport Product Specialist and Helpdesk team.
- Assist all the travel agent around the kingdom of Saudi Arabia, for any problem related Worldspan by Travelport flight, car and hotel reservation.
- Solve any problem related with airline reservation, fares and pricing, by discussing with related carrier.
- Arrange classroom training for basic, intermediate and advance training for travel agent in KSA.
- Provide onsite training for travel agent in KSA.
- Provide training over the phone for travel agent KSA.
- Troubleshoot all the problem related Worldspan GDS. • Process ADM with Travelport ADM Department.
- Work with ASK Travelport access to report 1P system error.
- Communicate with all Worlspan travel agencies around the kingdom to look after their problem and provide solution on satisfactory level.
- Supervise the Product Specialist team and train them to work professionally.
The Travelers Travel and Tourism. (IATA), K.S.A Riyadh, Saudi Arabia
Tours Supervisor 01/09/2005 – 30/04/2006Duties and Responsibilities as travel agent
· Meeting the customer and provide the best service as per their need.
· Arranging Presentation in different companies and compounds for Sales. · Making Flight reservation, Air Ticketing, Hotel Reservation, Cruise booking and Packages around the World.
· Attending in the presentation of the airlines for gaining knowledge about their new products.
· Expert for Emirates Holidays, Gulf Air Holidays, Thai Airways Holidays, Qantas Holidays, Cathay Pacific holidays and GTA reservation system which give maximum satisfaction to the client.
· Making contact to the supplier around the world for getting special fare of hotel rate and packages.
