Mohamed Alaa Shaheen

Mohamed Alaa Shaheen

Personal info

Address : 

- 10th Ragab Abou El Seoud , King Faisal St , Al-Jizah

-  4th El Gamea El Kebeer , Assuit

Email :  [email protected]

Phone Number : 01064550256

Date of Birth : 1-08-1987

Martial Status : Single 

Military Status : Exempted


2004 - 2011

License degree

Assiut University

Faculty of Arts , English Department 

Major : English Language and Literature

2001 - 2004

High School

Al Gamaa
High School

Work experience

Work experience
Feb 2015 - Mar 2015

Traffic Manager

American Star Travel International

Responsibilities : - Ground Logistics , Executing all reservations in the ground. - Manages a Team of Airport Expediters. - Negotiating with Airlines for good deals. - Responsible of Dealing with Tour Guides. - Responsible of Client Communication and follow up until service is provided. - Communications with Vendors , Recruit new Staff Members.

Jun 2012 - Feb 2015

Tier II Contact Center Representative - Escalation Department

Teleperformance Egypt
Working as Second Line Travel Agent supporting Expedia Canada , Expedia for TD and Travelocity Canada - Handling customer complains - Expert user of GDS System Sabre Red Work-space - Experience in Airlines and Ticketing Industry - Dealing with customer complains. - Resolving customer’s Technical and Billing issues. - Communicate efficiently with clients. - Ensuring client Targets are delivered. - Assisting first line support representatives. - Following up and delivering Clients updates.
Nov 2011 - Jun 2012

International Customer Service Representative

Centro Global Solutions

-Initiating Outbound Calls to Medical Networks in USA to discuss approval for Customer Request
-Finalizing Deals with Clients customized to their medical needs
-Communicating with different Medical Providers using Phone , Emails and Fax
-Dealing with US Customers and Provide Exceptional Quality of Service

May 2011 - Nov 2011

Customer Service Representative

Vodafone Egypt

- Receive inbound Calls regarding Customer Inquiries
- Handle Customer complains and get it resolved in timely manner with quality
- Handle customer Billing And Technical Issues and Promoting Company's Rate plans and Promotions
- Communicating with different departments to make sure that customer is getting exceptional service



English Fluency


Recruitment and HR Basics

Time Management


Customer Service

Customer Satisfaction

Call Centers


Aug 2012 - Present

Certified Travel Agent

Travel Industry Council of Ontario Canada


All References are available upon request