Fatma Gharib
Dubai
Summary
To achieve self-development and share my expertise and technical knowledge on terms of achieving the company’s Vision, Mission and Goal. Enthusiastic Usher successful at managing security, maintenance and cleaning operations. Restores venues to neat and professional appearance in quick order. Industrious and energetic with skill in quickly completing diverse tasks.
Overview
4
4
years of professional experience
Work History
Reservation Agent
DoubleTree by Hilton Dubai M Square Hotel & Residences
Dubai
06.2025 - Current
- Served 20+ customers per day in planning international vacations, maintaining a nearly perfect satisfaction rate in follow-up surveys.
- Generated weekly reports for upper management using proprietary analytics software to highlight reservation trends and insights.
- Fielded more than 50 inbound messages per day, resolving dozens of customer complaints and improving the response time by 60%.
- Promptly answered 100+ calls and emails daily, responding to questions about room reservations and more.
- Created and tracked up to 40 reservations per day, ensuring accurate and complete data entry.
- Submitted personal information for hundreds of guests making a hotel reservation.
- Initiated and organized reservations billing while appropriately handling cancellations.
- Obtained and transmitted accurate information for each reservation.
- Gave detailed information as needed to callers regarding rates, packages and all aspects of the Hotel.
- Analyzed data to determine availability and rates.
- Entered reservations into the property management system both completely and accurately.
Telephone Operator cum Reservation Agent
ATANA Hotel
Dubai
12.2023 - 05.2025
- Answering and Forwarding Phone calls to respective Department.
- Handle guests concerns and complaints professionally and calmly to resolve problems according to Hotel policy.
- Welcoming and Greeting guest in the other line with a smile.
- Picking up call within 3 rings.
- Handling Guest complaints by being calm and friendly with the guest.
- Resolving problems according to guest issues.
- Strive for constant improvements and takes responsibility for achieving business results and persevere despite obstacles.
- Has a broad knowledge of how the business is run, focuses on the major factors necessary to ensure that the business is successful and profitable.
- Establishes and interprets key performance indicators to manage the business, consistently takes into accounts financial implications of business decisions and recommendations.
- Taking Ownership on every situation.
- (828 Rooms)
Customer Service Associate
Egypt Telecommunication
02.2022 - 05.2023
- Provided excellent customer support and guidance while dealing with complex complaints, offering an empathetic approach to maintain loyal customer relationships.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
- Addressed customer service enquires quickly and accurately.
- Handled difficult customers with empathy and patience, successfully de-escalating tense situations.
- Assisted customers with product-related questions, feedback and complaints.
- Resolved customer queries over phone and by email.
- Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Responded to customer emails, letters and phone calls within company's communication targets.
- Processed and issued product orders and service upgrades for customers.
- Maintained up-to-date knowledge of products and services to provide accurate information to customers.
Education
Alexandria Commercial and Industrial Technical Institute -
Alexandria Industrial Technical Institute
Alexandria, Egypt09-2010
Skills
- Friendly
- Patience
- Multitasking
- Organization
- Communication
- Initiative and Problem-Solving Abilities
- Hands on Experience Opera,ONQ, Microsoft, Excel and Machines such as Printers and Computers
Languages
English
Arabic
Timeline
Reservation Agent
DoubleTree by Hilton Dubai M Square Hotel & Residences
06.2025 - Current
Telephone Operator cum Reservation Agent
ATANA Hotel
12.2023 - 05.2025
Customer Service Associate
Egypt Telecommunication
02.2022 - 05.2023
Alexandria Commercial and Industrial Technical Institute -
Alexandria Industrial Technical Institute