This document provides a summary of Mervat Hassan Ahmed's professional experience and qualifications. She has over 27 years of experience in customer service and reservations for Singapore Airlines, having held roles from reservations officer to reservations manager. Her experience includes handling flight reservations, ticketing, customer inquiries, training new employees, and managing a reservations and ticketing team. She holds a Bachelor's degree in English and has received extensive training in customer service, ticketing, and reservations systems through Singapore Airlines.

1. Mervat Hassan Ahmed
Address 24,Elobour Buildings, Salah Salem ,Heliopolis, Egypt
Date Of Birth 19th
March 1962
Email Mervathassan19@gmail.com
Mobile +202 22601095/ 0100 505 43 72
Professional Objective
Seeking new challenging job in the field of customers services which is parallel to my professional
experience and abilities, which enables me to utilize my educational background, experience and
communicator language skills, to fulfill my personal ambitions and enhances my knowledge
My Experience in the Field of the aviation as a ticketing staff had oriented me dynamically in the
Customer Service, where it had taught me how to meet and exceed customer’s expectations and
Providing consistent high service as a result of strong team work
Being working as a trainer had also stressed the importance of supporting new
employees with punctuality, accuracy and consistency in delivering the gold brand type
of customer services
Career Summary and Responsibilities
Reservation and Ticketing Manager at Singapore Airlines 1987-2014
• Create fare quote and provide the best applicable fares and generate sales
• Reconciling of sales return to accounts for daily sales
• Provides front line Customer service and assist passengers with their travel needs
• Plans route and compute ticket cost by using schedules and computer terminals using Amadeus Altea
system
• Complete appropriate documentation handling of moneys ,credit card payments
• Provide assistance to all passengers to the highest standard of customer services especially in the
events of flights delays or cancellation
• Participated in team meetings to promote inter-departmental communication; keep current with
industry news and company's policies and procedures.
• Provided superior customer service for customers by verifying his/her demographics and their
knowledge of the details of participation.
• Handling passengers complain/compliments
• Arranging materials for orientation seminars
• Creating mutual trust, benefits between "Singapore Airlines" and its travel partners.
• Contracting with new promising travel agencies to increase the sales volume from the Egyptian
market and assist them in going through the field.
• Encourage and motivate our travel agencies to increase and enhance their sales volume on Singapore
Airlines by removing the obstacles they face for achieving the willed increase.
• Take the best beneficial decisions to enhance the sales quota based on evaluating and analyzing the
competitor's activities.
• Preparation of several reports that help us to evaluate, observe the current and future performance of
our company (advanced booking report-marketing outlook report- Station audit assessment report).
• Calculating and delivering the outlook and yield year to date report to the head office as well as the
decision makers
• Assisting the sales manager in preparing the seasonal fares-promotional fares.
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2. •
• Assisting the head of sales in preparing the corporate, incentive schemes and the distribution list for
thevisits
• Handling the corporate agreements and searching for other potential deals to enhance our sales to
meet targets.
• Promoting for our extra services to the travel agencies to be aware of all our services
• Nominated as Reservation and Ticketing Champion Singapore Airlines Cairo
EXPERIENCE
1987 till 1990 Singapore Airlines Reservation officer leader ship
• Calculated various fare routing options by checking higher, excess mileage and fare rules (e.g.
one way backhaul, circle trip minimum, open jaw, round the world fares ….etc.)
• Prepared packages including air tickets / hotels / cruise reservations / transportations / tours, sold
travel products, and travel insurance for corporate client base.
• Handling all passengers’ need for flight reservations, in additions of hotels bookings, cruises and
visas.
• Handled group sales, utilized rooming list for all groups as per group assignments Processed
client reservations requests, built itineraries and handled all client queries, duties included;
providing all travel information needed, calculating the lowest possible fare and routing options.
As well as, responding to past travel refund requests and resolving customer’s problems and
complaints.
Delay Handling with the co ordination of the airport team
• Processed airline travel tickets (e.g. paper “TAT”, automated and boarding pass “ATB”,
electronic and manual), issued hotel vouchers, “MCO” good for prepaid ticket advice “PTA”,
excess baggage, and other miscellaneous orders. In addition to, handling money (e.g. cash, debit,
credit card …etc.).
Analyzed daily statistics / performance reports to accomplish the company goals and to meet the
operation’s requirements and maintain the highest service quality.
• Crisis Managements handling
• Handling of daily system queues
1990 till 2005 Singapore Airlines Ticketing and Reservation officer
• Working as a front line staff
• Handling complicated Ticket issues
(Issuing electronic tickets, re issue complicated routings and refund).
• Frequent flyer programs including (Tickets redemptions and serving Star Alliance Passengers )
• Arranging and Handling tour packages
• Processed client reservations requests, and handled all client queries, duties included; providing all
travel information needed, calculating the lowest possible fare and routing options with various
airlines. As well, responding to past travel refund requests and resolving customer’s problems and
complaints.
•
2005 till present Singapore Airlines Ticketing and Reservation Supervisor/Manager
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3. Leading Reservation and Ticketing team in all aspects of Customer services
• Create fare quote and provide the best applicable fares and generate sales
• Reconciling of sales return to accounts for daily sales
• Provides front line Customer service and assist passengers with their travel needs
• plans route and compute ticket cost by using schedules and computer terminals using Amadeus Altea
system
• Complete appropriate documentation handling of moneys ,credit card payments
• Provide assistance to all passengers to the highest standard of customer services
Specially in the events of flights delays or cancellation.
• Handling passengers complain/compliments.
• Providing direction to team to ensure customer services calls are answered in timely, efficient and
knowledgeable manner.
• Monitoring numbers of Calls and distributed for all Call Center staff as a target.
• Attendance & Roster (Prepare staff roster to ensure proper distribution of manpower on weekly
basis)
• Guide and support staff and keep them updated with relevant changes in the industry.
• Supervise staff and ensure quality of work meets the Airline standard on daily basis.
• Handle customer requirement/request professionally on a daily basis Assist Travel Agents/ ticketing
queries & assist staff and customers to resolve difficult issues /problems.
• Keep up to date with customer services center best practice to improve customer satisfaction and
reduce costs.
• Continually assess the effectiveness of the team, especially in terms of quality of service
• Encourage up sale to maximum revenue for the Airline whenever possible,
• Support Sales Representatives who need back-up Reservations assistance when selling bookings to
customers
• Coordinate with Yield Management in Singapore by monitoring the flights load booking & No-Show
• Assist to confirm wait listed bookings through e-mails/ seek guidance and support on complex
technical issues. Other Outstations for Rerouting/Refunds.
• Show commitment to handle the maximum number of calls and passengers whilst at all times
carefully following all Singapore Airlines procedures to achieve a high quality of reservations and
ticketing service
• Ensure all equipment are working properly.
• Motivate, develop, coach, train, induct and formally appraise employees to set performance
standards, recognize achievement and deal with performance issues.
• Arranging products materials for orientation seminars for travel agents.
• Dealing with customer inquiries with special care in order to exceed their expectations
• Overseeing the smooth, efficient running of the business.
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4. • Managed the training program and the development plans in providing coaching
and mentorship to junior staff on specific and general issues.
• Constantly motivating my Reservation and Ticketing team to hit their targets and
ensure company profitability
Training Skills -Customer Services courses all conducted at Singapore training center
Creating Extraordinary Moments (TCS) 04JAN1-06JAN2014
Transforming customer services (Savoir Fair) 10JUL-11JUL 2008
Think, care and surprise (supervisory level )
Delay Simulation 28APR1992
Be Service Entrepreneur 21DEC1990
Dare to care 13JAN1990
Show you care 12APR1988
Show you care Motivation 03December1987
Training Skills –Ticketing and Reservation Courses all conducted at Singapore Training center
• Amadeus Altea champions Advanced 03OCT-7OCT2011
• Amadeus Altea champions Workshop 18JAN-20JAN2012
• Advance Passengers Tariff 22JUN-29JUN 2009
• Group Management System 23FEB-27FEB 2010
• IATA Pricing Unit Concept 28JUL-29JUL 1997
• Passenger Tariff 2 19AUG-30AUG 1992
• Reservation Service Advance 22FEB-26FEB 1993
(Supervisory Level)
• Passenger Tariff 1 21AUG-01SEP 1989
• Reservation refresher course 26SEP-30SEP 1988
EDUCATION
----------------------------------------------------------------------------------------------------------------------------
1985 Ain Shams University Egypt/Cairo
Bachelor of Arts (English department)
1967-1980
The English School –Heliopolis Egypt /Cairo
(Primary, Preparatory, Secondary stages)
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5. COMPETENCIES
• Quick learner and good listener
• Communicating effectively with customers in working environments and good handling objections
• Self improvement in public relations and Customer service.
• High motivated and inspire my team mates.
• Working under stress.
• Computer Skills , Microsoft Offices ( Word , Excel ,Power Point )
• Ability to work individually and as a co operate team member.
• Reliable, Dynamic, Organize and Self motivated.
Past Awards Received
1. CEO/RVP WAA TCS AWARD OCT2012
Special Recognition of Transforming Customer services (TCS)
2. Outstanding Service on Ground COMMENDATION AWARD DEC1997
3. Outstanding Service on Ground OUTSTANDING AWARD SEP1997
4. General Manager Award in recognition of Outstanding Jan1990
Services provided to Singapore Airlines passengers
References
1. Aldrin Arumugam 01FEB2014-31OCT2014
General Manager Singapore Airlines CAIRO
E mail : Aldrin _Arumugam@singaporeair.com.sg
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6. COMPETENCIES
• Quick learner and good listener
• Communicating effectively with customers in working environments and good handling objections
• Self improvement in public relations and Customer service.
• High motivated and inspire my team mates.
• Working under stress.
• Computer Skills , Microsoft Offices ( Word , Excel ,Power Point )
• Ability to work individually and as a co operate team member.
• Reliable, Dynamic, Organize and Self motivated.
Past Awards Received
1. CEO/RVP WAA TCS AWARD OCT2012
Special Recognition of Transforming Customer services (TCS)
2. Outstanding Service on Ground COMMENDATION AWARD DEC1997
3. Outstanding Service on Ground OUTSTANDING AWARD SEP1997
4. General Manager Award in recognition of Outstanding Jan1990
Services provided to Singapore Airlines passengers
References
1. Aldrin Arumugam 01FEB2014-31OCT2014
General Manager Singapore Airlines CAIRO
E mail : Aldrin _Arumugam@singaporeair.com.sg
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