Ahmed Faragalla
Dubai
Summary
Adaptable professional with extensive experience in customer service, demonstrating strong task prioritization and effective team leadership skills. Proven ability to enhance customer satisfaction and streamline operations through strategic problem-solving.
Overview
2026
2026
years of professional experience
Work History
Customer Service Team Lead
MB Services
Dubai
2022 - Current
- Lead, coach, and motivate customer service representatives
- Monitor individual and team performance against KPIs and service standards
- Provide feedback, training, and support to improve service quality
Tour leader
Self-employed
Istanbul
2021 - 2022
- Guided groups through historical sites, including Hagia Sophia and Blue Mosque.
- Delivered engaging explanations of Istanbul’s rich history and culture.
- Clarified local customs and site regulations to enhance visitor experience.
Field Supervisor
Costa Mediterranea Italian Cruise
Abu Dhabi
2018 - 2021
- Verified passenger documents, including passports, visas, and cruise tickets.
- Completed check-in procedures, issued boarding cards, and assigned cabins.
- Ensured smooth embarkation by adhering to security protocols.
Translator
Al Masry Sporting Club
Port Said
2015 - 2018
- Translate CAF and FIFA regulations, correspondence, contracts, and reports accurately and confidentially
- Ensure clear understanding between the club, governing bodies, and stakeholders
- Maintain consistency and professionalism in all official communications
Travel agent
Al-Khalaf Travel Agency
Riyadh
2012 - 2015
- Developed comprehensive travel itineraries incorporating flights, hotels, transfers, and tours.
- Coordinated schedules to optimize connections and minimize travel disruptions.
- Tailored travel plans according to client preferences and budget constraints.
Travel agent
Sailing Tours Travel Agency
Port Said
2009 - 2012
- Created, modified, and canceled flight bookings utilizing GDS systems (Amadeus, Sabre, Galileo).
- Issued tickets accurately, managing reissues, refunds, and exchanges.
- Ensured application of correct fares, taxes, and airline regulations.
Education
Intermediate passenger fares & Ticketing course - IATA concepts & rules
Egypt Air training center
Cairo Airport, Egypt11.2010
Amadeus Basic Course - Cairo, Egypt
Amadeus
Cairo, Egypt06.2010
University Degree - Arts
Zagazig University
Zagazig, Egypt09.2008
Italian Advanced Course - Italian language and culture
AXON Center
Portsaid, EgyptPortsaid, Egypt
Authorized Touristic Representative Course - Knowledge of tourism industry
Egyptian Ministry Of Tourism
Cairo, EgyptCairo, Egypt
Skills
- Verbal and written communication
- Active listening
- Information explanation
- Complaint resolution
- Issue identification and solution
- Professionalism under pressure
- Empathy and patience
- Service-oriented mindset
- Trust building and relationship management
References
Available upon request.
Languages
Arabic
Native
Native
English
Advanced (C1)
C1
Italian
Upper Intermediate (B2)
B2
Spanish
Intermediate (B1)
B1
French
Beginner (A1)
A1
Timeline
Customer Service Team Lead
MB Services
2022 - Current
Tour leader
Self-employed
2021 - 2022
Field Supervisor
Costa Mediterranea Italian Cruise
2018 - 2021
Translator
Al Masry Sporting Club
2015 - 2018
Travel agent
Al-Khalaf Travel Agency
2012 - 2015
Travel agent
Sailing Tours Travel Agency
2009 - 2012
Intermediate passenger fares & Ticketing course - IATA concepts & rules
Egypt Air training center
Amadeus Basic Course - Cairo, Egypt
Amadeus
University Degree - Arts
Zagazig University
Italian Advanced Course - Italian language and culture
AXON Center
Authorized Touristic Representative Course - Knowledge of tourism industry
Egyptian Ministry Of Tourism