Youssef Emara
@youssefemara
I drive customer sales, support, and luxury hotel reservations across global accounts.
EgyptWhat I'm looking for
I'm currently driving customer support and upsell revenue for Saks Fifth Avenue remotely, handling 80+ customer calls daily as the account's top sales performer while maintaining a 95% CSAT score.
At Sutherland, I progressed through customer care and reservations roles supporting Hilton guests across the Middle East, United States, and EMEA. I've managed end-to-end bookings, payments, modifications, guest concerns, and personalized solutions across 100+ Hilton properties.
In Hilton luxury operations, I coordinated with front office, revenue, and housekeeping teams and supported high-profile guest requests for LXR, Conrad, and Waldorf Astoria. I also supervised a Luxury Desk reservations team delivering service across EMEA properties.
Earlier, I supervised a 15-member telesales team at Resolution Estate Services LLP and supported Cricut customers with product, troubleshooting, and order inquiries. I work comfortably across remote, on-site, international, and multicultural teams.
Experience
Work history, roles, and key accomplishments
Customer Care Professional
Saks Fifth Avenue
Oct 2025 - Present (11 months)
Delivers customer support and manages customer relations for a major U.S. retail brand in a fully remote capacity. Ranked as the account's top sales performer, handling 80+ customer calls daily while driving upsell revenue and consistently maintaining a 95% CSAT score.
Oversaw end-to-end reservation processing across multiple booking platforms, ensuring accuracy and alignment with Hilton service standards. Acted as key liaison between guests and hotel operations, handling inquiries, modifications, and personalized solutions.
Led and supervised a reservations team delivering luxury-standard guest service across EMEA properties. Applied problem-solving and escalation-handling skills to maintain high guest satisfaction in a luxury hospitality setting.
Served as primary point of contact for U.S. Hilton guests, managing reservations end-to-end for a seamless booking experience. Partnered with the sales team to convert inquiries into confirmed bookings, supporting guest satisfaction and loyalty goals.
Supported Cricut customers with product inquiries, troubleshooting, and order-related issues. Ensured prompt resolution and a consistent customer experience through clear communication.
Telesales Supervisor
Resolution Estate Services LLP
Feb 2022 - Nov 2022 (9 months)
Supervised a 15-member telesales team, overseeing outbound sales activity and performance.
Telesales Specialist
Best Price
Feb 2021 - Jul 2021 (5 months)
Conducted outbound telesales, building an early foundation in sales and client communication.
Education
Degrees, certifications, and relevant coursework
Alexandria University
Bachelor's Degree, Tourism and Hotel Management
Final year student in the Faculty of Tourism and Hotel Management, expected to graduate in 2027.
Tech stack
Software and tools used professionally
Availability
Location
EgyptAuthorized to work in
Social media
Skills
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