Adil Janah

Managed high-stakes booking, cancellation, and refund requests for premium travel clients across multiple channels, handling 45+ complex interactions daily. Achieved and maintained a 94% Customer Satisfaction (CSAT) score by rapidly diagnosing and resolving intricate itinerary issues.

Directed scheduling, contract management, and operational coordination for a portfolio of 20+ active high-value clients. Spearheaded digital communications and community engagement strategies, improving client response times by 15% and boosting overall engagement.

Managed a diverse portfolio of 35+ B2B hospitality accounts (hotels, riads, restaurants), acting as their primary technical and strategic point of contact. Drove account retention, improving retention rates by 12% through proactive relationship building and identifying new revenue growth opportunities.

Delivered comprehensive B2B and B2C account support via phone and email, utilizing Zendesk and proprietary internal systems. Investigated complex billing discrepancies and account issues, achieving an impressive 92% First-Contact Resolution (FCR) rate.

Provided elite tier-1 technical troubleshooting for Apple's software and hardware ecosystems. Maintained an accurate log of 50+ technical tickets daily, resolving complex system issues while adhering to strict Apple QA standards.

Provided first-line international IT support, triaging and routing incoming technical requests using ServiceNow. Coordinated with internal Tier 1/2 technical teams to ensure accurate ticket routing and maintain strict SLA compliance.

Pursued studies in media and communication at Corvinus University of Budapest.

Earned an Analyst Programmer Certificate from Pigier in Ouarzazate, Morocco.