Youssef Majdi Elahireche
Summary
To acquire a position with the potential for advancement where I can utilize my knowledge and experience.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Hardworking and passionate job seeker with strong organizational skills eager to secure position.
Ready to help team achieve company goals.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Experience Supervisor
Agoda Singapore
03.2021 - Current
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Investigated customer complaints and escalated issues to address critical requests.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Documented customer interactions in internal database to maintain customer service history details.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Adhered to established customer satisfaction strategies to support swift issue resolution.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated staff on strategies for handling difficult customers and challenging situations.
Reservation Sales Agent
Tour east Singapore
03.2019 - 03.2021
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Provided customers with information about availability and pricing.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Increased sales and customer satisfaction through personalized servicing.
- Spoke to customers in native language to increase loyalty and establish relationships.
- Logged reports, expenses, receipts, and sales in company database.
- Trained and mentored new sales representatives.
- Negotiated and closed profitable sales contracts with new and existing customers to increase loyalty and retention.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
Reservation
Star Holiday Mart Pte Ltd
07.2014 - 03.2019
- Responsible for handling all inbound business email / booking enquiries in professional and efficient manner
- Managing and supervising daily activities pertaining to Reservations operations
- Negotiate with suppliers (i.e
- Hotels, Transport, restaurant, attractions of better deals)
- Received and attend to incoming calls, faxes, emails and all bookings enquiries
- Handle amendments, cancellations and enquiries regarding reservations
- Complete handling of tour file including transfers, coach and hotel booking
- Handle customer enquiries and assist in resolving customer care issues
- Invoicing
- Perform outdoor duties (i.e
- Meet and Greet VIPS from the airport, attending lunch / dinner meeting with company representative.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
- Consulted with central reservations to discuss new rate plans and promotions.
- Resolved various issues and discrepancies for customers.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
Customer Service
Excel Hotel
09.2012 - 03.2014
- Assist all type of request and Early Check In Late Check Out
- Handle the group Check in and check out and assist the departure pick up
- Meet and greet the clients on arrival at the Hotel
- Handle customer enquiries and assist in resolving customer care issues
- Take message upon request (i.e
- Handle guest wake up calls, assigning the rooms for the clients, any special request)
- Resolved escalated customer service disputes and complaints, leading to increased customer satisfaction.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Service
Les Pyramides Hotel
05.2010 - 08.2012
- Assist the Front Desk for any last minute guest
- Check in and check out
- Cashiering
- Welcome visitors by greeting them in person or on the phone
- Expected Salary: $3,500 (negotiable)
Education
Institut Supérieur des Études Appliquées en Humanités de Tunis – University
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Mohammed Boudhina College
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Aboulkassem Chebbi Secondary School
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Ettahrire Primary School
Skills
- Computer Knowledge
- MS Office- MS Words, Excel, Powerpoint
- Lotus Notes, Internet Explorer, etc
- Office Skills
- Answering Telephone calls with Technique & Etiquette
- Word Processing & Typing at 75 wpm
Certification
- Certified Service coaching Service coaching,Singapore Institute of Hospitality Singapore Institute of Hospitality, Issued Sep 2020 Credential ID S8685849ECredential ID S8685849E
- Certified at Service Excellence Service Excellence
Tourism Management Institute Tourism Management Institute
Issued May 2020
Credential ID S8685849ECredential ID S8685849E
Languages
Arabic
Bilingual or Proficient (C2)
French
Advanced (C1)
English
Advanced (C1)
Timeline
Customer Experience Supervisor
Agoda Singapore
03.2021 - Current
Reservation Sales Agent
Tour east Singapore
03.2019 - 03.2021
Reservation
Star Holiday Mart Pte Ltd
07.2014 - 03.2019
Customer Service
Excel Hotel
09.2012 - 03.2014
Customer Service
Les Pyramides Hotel
05.2010 - 08.2012
Institut Supérieur des Études Appliquées en Humanités de Tunis – University
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Mohammed Boudhina College
undefined
Aboulkassem Chebbi Secondary School
undefined
Ettahrire Primary School
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