Ismail Mosa

• Currently working at FCM making bookings for Flights, Hotels, car hire, Transfers, rail Local and EU, and low-cost Airlines and ferry
• Reservation and ticketing
• Responded to clients' questions, issues and complaints, thinking creatively to formulate effective solutions.
• Verified customer passports and documentation to travel.
• Conducted calls professionally and politely to maintain excellent service standards.
• Advised customers on visas and travel safety.
• Resolved complaints, cancellations and refunds with mutually beneficial solutions.
• Tracked flight prices to secure best-possible prices for customer trips.
• Used travel agency software to explore customer's purchasing options, offering clear comparisons and securing best-possible deals.
• Informed clients about cancellation policy and associated penalties.
• Used destination knowledge to enhance customer trips with local recommendations.
• Processed payments and established payment plans on behalf of customers, offering multiple methods to maximise sales.
• Recommended hotel packages and initiatives to customers for increased business profits.
• Invoiced customers and chased up unpaid bookings to avoid payment delays and balancing issues.
• Accommodated client requests for customisations or modifications as best as possible.
• Maximised sales profits using proven upselling and cross-selling techniques.
• Negotiated corporate reservation rates to meet client budget requirements.
• Utilised business travel expertise to design cost-effective corporate trips.
• Resolved last-minute emergency travel difficulties through [Action] to maintain [Result].
• Increased customer retention rate by 95% by demonstrating exemplary customer service and rapport-building practices.

• Taking care of clients needs and exceed their expectations giving them best services taking care of their needs
• Additional Information
• Key Qualifications
• Knowledge of Galileo booking and Amadeus ticketing
• From creation of booking to ticketing
• Experience in ticketing Amadeus exchanges
• Name correction, schedule changes, upgrades and EMD.
• Ticketing using Amadeus
• Working on schedule changes, issuing of tickets
• Working on Q
• Making sure TST are matching due to ticketing deadline
• Issuing of tickets on IT fares, cruises fares, published, CAT 35
• Special fares from airlines
• Fare building manual and historical fares

• Doing bookings and selling tickets to client via email, phone and walk in Giving them best fares and value for their money
• IT fares, Global fares and cat 35
• Best customer care and giving them options for different airlines

I have been working using Galileo GDS

• My duties and responsibilities were
• Bookings for clients for both Business and leisure travel
• My duties were to create bookings; ticketing, fare quite and advise best fares for value of their money
• I was also responsible for getting group fares from the airlines
• Checking fare rules, Keeping clients promptly informed of any changes and offering suitable alternatives when appropriate
• I was arranging insurance, car hires; Flights; land transportation, refunds; upgrades
• Was arranging BSP Billings
• Adhere to fare rules to avoid Adm
• Network with Airlines, Hotel chains, tourists attractions and other destinations to create deals that saved clients almost 25% per trip
• I have UK Driving which enables me to travel far to meet clients that need special needs too