Sameh Nassar

Sameh Nassar

customer service agent


Qualified Airline Customer Service Agent with experience in various positions and a broad understanding of the industry.Able to successfully manage in-person contact with frustrated, nervous or special needs traveler.Committed to exemplary customer service and personal responsibility.

Proactive Airline and Customer service professional offering experience in sales and customer service. Able to remain calm and levelheaded when faced with distressed traveler. Friendly nature and hard-working attitude, enabling the ability to meet any challenge in fast-paced environments. 

Work History

Work History
Sep 2014 - Present

Customer Service Agent, Operation Department

Qatar Airways
Customer Service Agent, Operation Department Perform a variety of tasks to keep our ground operations running smoothly, efficiently and on-time. Including providing the best customer service to our customers to get the best customer experience. responsible to handle designated check-in counters for our passengers and boarding gates. Provide information on arrival and departure times, boarding procedures, carry-on regulations, and seating arrangements. Handle denied boarding situations, solicit volunteers, re-accommodate customers and provide hotel, meal, and taxi vouchers when appropriate Enforce safety/security measures and monitors safety sensitive zones Assist Customers with special needs, i.e., Customers who need assistance in boarding Load and unload baggage and co-mail of various weight and dimensions to and from aircraft and applicable airport baggage areas Use trouble-shooting techniques in the areas of jurisdiction by identifying the problem, seeking alternatives, then deciding on the correct option, minimize/eliminate flight delays, passenger inconvenience and maintaining the safety/safety requirements. Abercrombie & Kent(Egypt)
Jun 2010 - Jun 2014

Tour Coordinator-Operations Department

Abercrombie & Kent

Tour Coordinator-Operations Department Assure the quality control of the provided service on ground. Plan unique and customized itineraries for high-profile guests including private openings. Evaluate and negotiate rates for all tour activities to assure best rates. Ensure adherence to budgets and prepare reports of utilized services. Organize and coordinate all aspects of meetings and conventions. Book and manage services including hotels, restaurants, transportation, and sightseeing. Organize and supervise ground services for groups. Collect, handle, and report valid customer feedback. Handle complaints due to guest displeasure, site closures, flight changes, etc. Coordinated transfers for all airport arrivals and departures. 


Aug 2001 - Sep 2009

 Degree of Tourism and hotel Management                                    

Faculty of tourism and hotel management 

 Major : Tour guidance 

Degree : good



  •  Passenger service course in Qatar Airways. (certified)
  • Safety management system (certified)
  • Acceptance falcon (certified)
  • Handling bomb threat calls (certified)
  • Handling customers with disability 2016 (certified)
  • Smart boarding gate
  • Boarding gate workshop –module 1 (zone boarding)
  • Managing for performance (certified)
  • CSA operational development-1
  • ALTEA system course in Qatar Airways. ( certified )
  • Aviation security awareness 2015 and 2016 versions ASA. ( certified )
  • Dangerous goods course in Qatar Airways (DG). ( certified )
  • Airside Safety Awareness course version 2015. ( certified )
  • Ramp safety awareness in Qatar Airways.(RSA). ( certified )
  • Business etiquette course in Abercrombie and Kent.
  • Course of Hygiene and food Safety in the American hotel & lodging educational institute and ministry of tourism
  • Tourism industry and hospitality course in Abercrombie and Kent.
  • Body language (online course).



Computer Skills

Word, Excel, Power Point, and Outlook,


Fluent in Arabic and English

Good in Italian,