Fatma Hamed
London
Summary
Dynamic professional with a strong foundation in customer service and client-facing roles, demonstrating exceptional verbal and written communication skills. Proven ability to lead teams effectively while managing multiple tasks under pressure. Proficient in IT systems and GDS software, with fluency in additional languages enhancing global communication capabilities. Committed to leveraging these skills to drive organisational success and deliver outstanding service experiences.
Overview
35
35
years of professional experience
Work history
Airport Ticketing Executive
Menzies Aviation
Heathrow, Hillingdon
12.2012 - Current
- Provided ticketing and reservation services for multiples airlines using Amadeus Altea Reservation Desktop Web and Sabre reservation system.
- Collaborated efficiently with team members for optimal performance.
- Delivered outstanding customer service in high-pressure, fast-paced environments.
- Maintained performance in line with company KPIs and compliance standards.
Guest relations executive
Noura Lebanese Restaurant
london, Royal Kensington and Chelsea
09.2009 - 09.2011
- Handled high-pressure situations with ease, maintaining calm and welcoming environment.
- Delivered exceptional customer service, resulting in positive online reviews.
- Fostered strong relationships with guests to enhance loyalty and referrals.
- Supported marketing, administration, and basic accountings tasks
Inflight Cabin Crew Manager
BMED (British Airways franchise)
London
02.1999 - 11.2008
- Conducted cabin crew briefings to ensure smooth operations.
- Ensured safety regulations compliance with thorough pre-flight checks.
- Coordinated with ground staff to ensure timely departures and arrivals.
- Streamlined communication processes within team resulting in efficient operations.
- Achieved customer satisfaction by consistently providing exceptional in-flight service.
- Provided mentorship for junior cabin crew members, aiding their professional growth.
- Managed disruption handling, minimising passenger inconvenience.
- Handled passenger's queries and complaints for improved flight experience.
- Liaised with catering teams to provide excellent in-flight meals.
- Directed training programmes to enhance skills development amongst staff members.
Customer service executive
Air Algerie
Paris
11.1996 - 01.1998
- Managed bookings and ticket sales in airlines reservation centre using Amadeus reservation system.
- Delivered high-standard service and worked toward profitability targets.
- Enhanced brand reputation with excellent telephone etiquette.
- Built lasting relationships with regular customers, fostering brand loyalty.
Travel sales executive
Air France
Paris
06.1990 - 09.1996
- Worked in reservation and sales department using Amadeus system.
- Promoted high-quality customer service and sales performance.
- Increased clientele loyalty by developing personalised travel itineraries.
- Conducted calls professionally and politely to maintain excellent service standards.
Education
Level 2 Diploma in Aviation Ground Operations -
City & Guilds of London Institute
London 03.2013 - 04.2014
Access to Nutrition Level 3 - Nutrition
Wornington college
London 09.2008 - 07.2009
NVQ Level 2 & 3 in Fitness Training - Sport Education
Wornington College
London 09.2007 - 07.2008
Advanced English Course - Languages
St Giles College
London 02.1998 - 05.1998
NVQ Level 3 Travel & Tourism -
FORCOM
Paris 09.1988 - 06.1989
French Baccalaureate in Business & Management - Business & Management
LyceeTalma
Paris 04.2001 - 06.1988
Skills
- Excellent customer service & client-facing skills
- Strong verbal and written communication
- Team leadership & collaboration
- Multitasking & time management
- Ability to work under pressure
- Strong IT proficiency
- GDS software mastery
Languages
English
Proficient (C2)
French
Native
Arabic
Fluent
Timeline
Level 2 Diploma in Aviation Ground Operations -
City & Guilds of London Institute
03.2013 - 04.2014
Airport Ticketing Executive
Menzies Aviation
12.2012 - Current
Guest relations executive
Noura Lebanese Restaurant
09.2009 - 09.2011
Access to Nutrition Level 3 - Nutrition
Wornington college
09.2008 - 07.2009
NVQ Level 2 & 3 in Fitness Training - Sport Education
Wornington College
09.2007 - 07.2008
French Baccalaureate in Business & Management - Business & Management
LyceeTalma
04.2001 - 06.1988
Inflight Cabin Crew Manager
BMED (British Airways franchise)
02.1999 - 11.2008
Advanced English Course - Languages
St Giles College
02.1998 - 05.1998
Customer service executive
Air Algerie
11.1996 - 01.1998
Travel sales executive
Air France
06.1990 - 09.1996
NVQ Level 3 Travel & Tourism -
FORCOM
09.1988 - 06.1989
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