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Mary Ash

@maryash

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Customer support specialist at Dyninno Egypt (ASAP Tickets), resolving travel requests across calls, email, and chat.

Egypt

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At Dyninno Egypt (ASAP Tickets), I support customers across calls, email, and chat, following requests through to resolution. I also use Amadeus, Galileo, and Apollo to assist with travel arrangements.

I use AI tools such as ChatGPT and Claude to research complex customer requests and draft email responses, while documenting interactions in the company CMS.

At Samsung Nordic, I diagnosed and resolved product issues over chat and phone, handling up to seven live chats at once. I explained technical solutions in clear, non-technical language.

My customer support work has also included airline reservations and ticketing at Lufthansa Group, retention requests at AT&T, and traveler support at Expedia Group. At Expedia Group, I maintained a 95%+ customer satisfaction rating.

Experience

Work history, roles, and key accomplishments

Current

Travel Consultant (Sales)

Current

Dyninno Egypt (ASAP Tickets)

Feb 2025 - Present (1 year 8 months)

Supports and sells to customers over inbound and outbound calls, email, and chat, following up until each request is fully resolved. Uses AI tools to research and plan complex customer arrangements and drafts clear, accurate email responses.

Amadeus Galileo Apollo AI Tools ChatGpt Claude CMS Customer Relationship Management Upselling Sales

Technical Customer Care Intern

Samsung Nordic

Nov 2024 - Feb 2025 (3 months)

Diagnosed and resolved technical issues across Samsung's product range over chat and phone. Handled up to 7 live chats at once while meeting handling-time and other quality KPIs.

Technical Troubleshooting Live Chat Phone Support KPI Management

Customer Service Representative

Lufthansa Group (via Teleperformance)

Feb 2024 - Nov 2024 (9 months)

Handled inquiries, rebookings, schedule changes, and special requests, and resolved escalations in line with premium service standards. Managed reservations and ticketing in Amadeus, applying airline policies accurately.

Amadeus Reservations Ticketing Escalation Handling Documentation

Account Management Associate, Loyalty & Retention

AT&T (via Sutherland)

Sep 2023 - Feb 2024 (5 months)

Handled retention requests to keep at-risk customers, offering suitable plans and solutions. Covered billing, new lines, plan upgrades, and technical support issues, working across 8+ internal tools.

Retention Billing Technical Support Multi Tool Support Customer Relationship Management

Customer Care Specialist (Travel Agent)

Expedia Group (via Teleperformance)

Feb 2022 - Sep 2023 (1 year 7 months)

Supported US and Canadian travelers by phone and email with changes, cancellations, refunds, and schedule-change rebookings. Managed escalations, resolved passenger concerns and technical issues, and documented every case after each interaction.

Travel Support Escalation Handling Documentation Customer Satisfaction Phone Support Email Support