Hanaa Elouahed

Dedicated and adaptable professional with a Bachelor's degree in English Literature and over four years of experience in the aviation industry. Through my role at Qatar Airways, I have developed strong communication, interpersonal, and customer service skills while working in a fast-paced multicultural environment. Passionate about the English language and education, I am now seeking an opportunity to transition into teaching, where I can use my language proficiency, cultural awareness, and ability to engage with diverse learners to create a positive and effective learning experience.

Senior Customer Service Agent at Qatar Airways (2023-01 – Present)

• Assist and coach new hired team members
• Handle E-commerce, Trade and Frequent Flyer Program activities
• Assists passengers and travel agencies with complex queries regarding all QR products and services
• Handles complaints cases immediately as per company policies

Customer Service Agent at Qatar Airways (2022-01 – 2023-12)

• Respond professionally to in-bound calls from customers and queries
• Create new reservations and make changes to existing reservations
• Handle multi-products and services as required and escalate queries to Senior Contact Centre staff when appropriate
• Process ticket refunds

English Teacher at Language Academy (2018-01 – 2020-12)

• Planned and delivered English language lessons to support young students' learning and development
• Taught grammar, vocabulary, reading, writing, and communication skills
• Assessed student progress and provided constructive feedback
• Created an engaging and supportive classroom environment
• Adapted teaching methods to meet the diverse needs of learners

Master 1 in English Comparative Literature – HASSIBA BENBOUALI UNIVERSITY (2020-01 – 2021-12)

Bachelor degree in English Literature – HASSIBA BENBOUALI UNIVERSITY (2017-01 – 2020-12)