- Managing the administration of merchant on boarding, profile configuration and reporting.- Providing second level technical support to the Level 1 Legacy Support team for the purpose of providing operational support of the MasterCard Legacy Payment Gateway platform.- Supporting and managing escalated technical incidents that are recorded and tracked within the CRM system and where required, raised to the Engineering team for development/bug fixes.- Preparing and distributing communications with customers, partners, services providers and other MasterCard departments, including communications throughout incidents, as well as general reporting and informational communications.- Completing daily, weekly and monthly administration tasks.- Completing daily handover meetings with the Asia Pacific and US teams to ensure continuous follow the sun support.Senior Implementation Specialist – Mastercard Gateway ProjectJun 2024 – Oct 2024- Supported documentation for Mastercard Gateway implementations, focusing on the creation of concise one-page documents for CIS use.- Collaborated closely with Mastercard Gateway SMEs to review and summarize implementation steps for all features.- Drafted initial one-pagers, engaged in final reviews with SMEs, and incorporated feedback to ensure the accuracy and usability of documentation.

- Providing Helpdesk support of the full Travelport product range on both functional as well as technical issues.- Managing incidents from our omni-channel offerings that include but are not limited to; Phone, Web Submit, Chat and Email.- Identifying and correctly troubleshoot all problems reported to minimize impact to customers.- Resolving problems reported by customers locally or refering to correct service provider for rapid resolution within the Travelport escalation procedures.- Adhering to resolution/escalation times to minimize the impact to our customers and continually strive for improved performance.- Reporting problems via our Incident Management System. Monitor and track these incidents through to valid updates/resolution.- Assisting with identifying trends that can be used to increase customer satisfaction.- Ownership and commitment to problem resolution for Premier Customers.- Ensuring all calls/incidents are handled promptly, courteously, and accurately and within Travelport Policy.- Providing coherent and intelligent problem descriptions to enable the incident to be referred to outside suppliers or other teams without further reference.- Promoting Travelport self-service options to customers including MyTravelport.- Achievements: - Received a recognition for Best Voice of Customer among all agents over the world for the month November 2021.

Responds to and diagnoses problems through discussion with users. Includes problem recognition, research, and isolation and resolution steps. - Solving discrepancies between Amadeus and Sabre systems with the airline and the travel agencies.- Typically resolves basic problems while refers more complex problems to intermediate and/or senior level. - Communicating with customers through various channels.- Solving pricing issues with the vendors.- Solving hotels and cars issues.- May involve use of problem management database and help desk system. - Implementing creative ways to improve customer relationships.- Serves as primary contact for customer queries regarding network outages. - Supporting the agencies through the phone- Acting as a Supervisor while doing the floor walking in the Travel agencies. - Onsite and Online Training to the Travel Agencies.- Serving the Gulf and Levant area (Egypt, Lebanon, Syria, Jordan and Palestine).- Administrate motivational & training programs. Achievements:- Contributed in the Sales projects with the commercial teams in both marketsLebanon and Egypt and increased the number of segments and profits of thetwo markets by giving onsite training and remotely.- Persuaded Airlines and vendors to process the group reservations through Sabre system.- Created articles in troubleshooting guides the helpdesk agents and gave them training.- Achieved several times the top of voice of the customer of the Middle east markets.

o Taking escalated issues and solving it.o Completing transactions that need higher department and security.o Dealing with Tier III and Tier III leads to solve the escalated issues.o Issuing new tickets or reissuing it.o Deputies for the Tier II supervisor in their absence and provide help and support to junior team members and assist in coaching and development activities.o Sending coaching emails to (Tier I) Supervisors to coach their agents and approving pay-outs with a limited amount.o Assist in coaching and counselling to drive improvements in the team.o Ensure strong quality as well as productivity standards within the team.o Ensure that team performance is up to the mark by preforming Quality Assurance monitoring and keep an eye on the day to day operations.o Track and monitor performance levels, and manage under-performance by proper action plans.o Handle & manage escalations & complaints from Expedia.Inc customers by phone and e-mail, as necessary.o Schedule and distribute tasks and projects within the team.o Manage shift plans.

o Handle incoming calls, fulfilling requests and requirements while working to company requirements and performance targets.o Booking hotels, flights, cars and activities.o Give as many alternatives as possible with flights while researching availability.o Up selling with car hire, airport parking, overnight hotels stay, insurance etc...o Helping customers to book online.o Dealing with member queries and making amendments to bookings as necessaryo Working with the following Travel-management solutions: - SABRE (Global Distribution System/Airline ticketing system).o Supporting customers in changing their reservations by dealing with airlines, hotels, car rental companies all over the world.