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mohamed atef

@mohamedatef1

Customer service representative in e-commerce and ticketing, resolving order, delivery, refund, and travel booking issues.

Egypt

Message

In e-commerce customer service for DeFacto, I supported customers across Iraq, Egypt, Morocco, and Germany with order, delivery, shipping, return, refund, and product inquiries. I also coordinated with Aramex and Shopini to follow up on deliveries and resolve logistics issues.

At Majorel, I handled travel booking changes, cancellations, and refunds, resolving escalated cases with 95% resolution within SLA. Earlier, I handled airline ticketing and customer requests at SEERA Group and Air France/KLM, including itinerary changes and refunds.

Experience

Work history, roles, and key accomplishments

Senior Travel Consultant / SME

Majorel

Jan 2021 - May 2023 (2 years 4 months)

Handled high-volume customer inquiries, booking changes, cancellations, refunds, and travel-related service issues. Resolved escalated cases with 95% resolution within SLA and contributed to a 20% improvement in operational efficiency.

Amadeus Travelfusion SLA Management Customer Experience Escalation Handling Onboarding Knowledge Sharing

Senior Airline Ticketing Specialist

SEERA Group

Jan 2019 - Dec 2020 (1 year 11 months)

Resolved customer inquiries across Gulf markets using Amadeus and Galileo. Handled ticketing, itinerary changes, refunds, and customer requests accurately and efficiently, maintaining CSAT above 90%.

Amadeus Galileo Ticketing Itinerary Changes Refunds Customer Service Upselling

Front Office Ticketing Agent

Air France/KLM

Jan 2017 - Dec 2019 (2 years 11 months)

Handled ticketing, booking modifications, refunds, and customer inquiries across MENA markets. Reduced repeat complaints by 15% through effective issue resolution and customer communication.

Ticketing Booking Modifications Refunds Customer Service Issue Resolution Communication Skills

E-commerce Customer Service

DeFacto

Provided customer support for a Turkish fashion brand, handling e-commerce inquiries and service requests. Coordinated with shipping partners including Aramex and Shopini to resolve logistics issues.