Hossam K'naan
Experienced Customer Service & Hospitality Professional
Dubai, AE.About
Highly adaptable and supportive customer service professional with over 10 years of experience in transportation, government, and hospitality sectors. Proven ability to build rapport, resolve complex inquiries, and enhance customer satisfaction by delivering personalized service. Adept at leveraging strong communication and problem-solving skills to drive operational efficiency and contribute to business objectives.
Work
RTA Dubai Taxi Corporation
|Customer Service Representative
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Summary
Managed high-volume inbound customer inquiries for Dubai's primary taxi service, ensuring efficient resolution and enhancing passenger satisfaction.
Highlights
Handled a high volume of inbound customer calls daily, maintaining a courteous and professional demeanor to address diverse inquiries and service requests.
Provided personalized customer service by actively listening to customer needs and offering tailored solutions, significantly improving satisfaction rates.
Generated customer interest in company services and products through effective communication, contributing to increased service adoption and usage.
Collected and documented customer feedback to identify areas for improvement, directly informing enhancements to service delivery and operational processes.
Resolved customer complaints and issues efficiently, demonstrating strong problem-solving skills and contributing to a positive brand image for RTA Dubai.
Ministry of Labour Dubai
|Customer Service Representative
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Summary
Served as a key point of contact for public inquiries regarding labor regulations and services, ensuring accurate information dissemination and support.
Highlights
Provided comprehensive information and guidance on labor laws and regulations to a diverse public, ensuring compliance and clarity for all stakeholders.
Managed a high volume of inquiries regarding government services, effectively directing individuals to appropriate resources and resolving complex issues.
Maintained meticulous records of interactions and feedback, contributing to data-driven improvements in public service delivery.
Collaborated with internal departments to streamline information flow and improve response times for citizen queries, enhancing operational efficiency.
Delivered professional and empathetic support to individuals navigating labor-related concerns, fostering trust and positive engagement with government services.
Almirfa Peril Hotels Management
|Reservation Agent - Sales and Marketing
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Summary
Managed comprehensive hotel reservations and sales activities across multiple platforms, driving occupancy and enhancing guest experience for Almirfa Peril Hotels.
Highlights
Managed room allotments and processed reservations across various channels including Booking.com, Expedia.com, and HRS.com, optimizing occupancy rates.
Prepared and dispatched accurate confirmation and regret letters, ensuring clear communication and professional guest relations.
Coordinated full board, package, and transportation requests for guests, enhancing the overall travel experience and service quality.
Administered credit facility procedures and issued group notifications, ensuring seamless financial transactions and organized group bookings.
Utilized Channel Manager systems to update company profiles and manage inventory effectively across multiple online travel agencies (OTAs), maximizing revenue opportunities.
Education
Sudan University-Khartoum
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Bachelor
Public Relations
Sudanese Korean Center-Khartoum
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Diploma
Computer Science
Languages
Arabic
English
Skills
Customer Service
Inbound Calls, Customer Inquiries, Personalized Service, Customer Feedback, Service Improvement, Issue Resolution.
Hospitality & Reservations
Room Allotment, Confirmation Letters, Guest Packages, Transportation Coordination, Credit Facility Management, Group Notifications, Channel Management, Booking.com, Expedia.com, HRS.com, Clear Trip, Asiatravel.com, GTA.
Communication
Interpersonal Communication, Active Listening, Verbal Communication, Written Communication, Cross-Cultural Communication.
Problem Solving
Issue Identification, Solution Development, Conflict Resolution, Critical Thinking.
Organizational Skills
Information Organization, Material Management, Process Adherence, Time Management.
Adaptability & Learning
New Skill Acquisition, Technology Adoption, Continuous Learning, Flexibility.
Sales & Marketing Support
Customer Interest Generation, Product Promotion, Marketplace Optimization.
Administrative Support
Data Entry, Record Keeping, Documentation.