Senior Customer Service Agent

Energetic, young and productive CUSTOMER SALES PROFESSIONAL with over 10 years of progressive experience serving the WORLD’S BEST in BANKING & AIRLINES INDUSTRY. Leader with strong organizational skills, the ability to work under pressure.

Marhaba Tours (Cairo – Egypt) 20 August 2006 till date
Sales Executive

• Develop Sales and Marketing strategy
• Setting Sales targets
• Develop the company relationship with local Travel Agent and corporate



BRITISH AIRWAYS (contactBA ) Dubai Apr-1999 till August 2006

Senior Customer Service Agent

• Simultaneously mange several targets in order to achieve pre-set targets and capable of adjusting my approach in order to achieve maximum revenue.
• Extensive knowledge of all Executive Club, BA and Oneworld Brands.
• Substantially experienced in British Airways Reservation Systems (AMADEUS/ORBIT previously QIK/QIK2).
• Interacted with the Public and performed all aspects of customer service and satisfaction, including handling telephone calls, handling customer enquiry and complaints, and providing detailed information on British Airways various products to VIP Executive Club Members, Travel Agents and British Airways local staff with the finest quality service.

• Promptly answer telephone calls to reflect professional corporate image. Interact with passengers extensively and provide superior customer service with proven ability to diffuse angry customers and accurately assess customer needs.
 Ensure all passengers carry a positive image of the CARRIER.
• Earned solid problem-solver reputation, expeditiously resolving hundreds of customer complaints and sensitive situations to ensure customer satisfaction.
•Whole sole in charge of all the inquiries and correspondences that are related to the VIP Executive Club Members and ensure that every complaint/ query related to them is dealt with in 24 hours professionally.
• Displayed professionalism and product knowledge, which contributed to an increase in inquiry-to-order capture rate.
• Provide system error report on weekly basis to the Helpdesk Office in London.
• Conducted Introductory Programs for the Arab National Bank in Saudi Arabia and is the only point of contact between the two.


CITIBANK N.A. Dubai Jun-1996 – Apr-1999

Midrange Collections Collector- Credit Cards Collection Department

Bachelor of Business Administration (Marketing & Financial Management)-1999
Arabian Academy for Sciences and Technology, Egypt

Business Administration in Impact of Tourism, Tourism Marketing,
Passenger Handling and Ticketing-1997
Skyline College

Dear Sir,

I am currently employed with Marhaba Tours in Cairo and enjoy a role as Sales Executive since 25 August 2006.

Before then I was employed with British Airways in Dubai as Senior Customer Service Agent.

As a Senior Customer Service Agent I act as the first point of contact for our most valued customers. This is a very diverse role that requires widespread knowledge of our company and involves liaising with a multitude of different departments on behalf of the customer in order to achieve an agreeable outcome for both the passenger and for BA.I am regularly required to work under pressure and can do so without supervision.

I have 10 years of experience in Customer Sales Service; of which 7 years have been with British Airways. In my current role, I have been:

• Dealing directly with British Airways’ most loyal and premier customers
• Handling irate customers
• Servicing Arabic-only speaking customers
• Champion of our agreement with Arab National Bank in Riyadh

I am genuinely interested in meeting and helping people. I am a team player and get along very well with all my team. I am always keen to learn new things. I have a wealth of experience that I am eager to share and expand on. I welcome feedback, and make sure to act upon it, at all times.

I am confident that, if given the opportunity, I will proof to be an asset to your team.



Thanking you,

Yours sincerely,



Ahmed El Ghotmy