Summary
Overview
Work History
Education
Skills
Software
Certification
Timeline
Generic
Mehdi Noukaz

Mehdi Noukaz

Ticketing Manager
Doha

Summary

Professional with strong background in ticketing operations, adept at managing high-volume ticket sales and ensuring smooth customer experiences. Skilled in team collaboration, problem-solving, and adapting to changing needs. Known for reliability, leadership, and effective communication. Prepared to drive results and optimize processes in dynamic environment.

Overview

10
10
years of professional experience
3
3
Certifications
3
3
Languages

Work History

Accreditation Manager (Freelance)

MotoGP
04.2025 - 04.2025
  • Enhanced accreditation processes by streamlining documentation and implementing efficient tracking systems.
  • Coordinated the scheduling and logistics of site visits by external evaluators, ensuring a smooth review process for all parties involved.
  • Prepared detailed progress reports for senior leadership outlining institutional achievements towards meeting established goals tied to specific accreditations.
  • Led cross-functional teams in addressing accreditation findings, developing action plans to address identified gaps or weaknesses.

Ticketing Digital Communications Specialist (Freelance)

FIFA
11.2024 - 01.2025
  • FIFA Intercontinental Cup 2024.
  • Facilitated cross-functional teamwork among CRM departments, producing engaging and targeted content that drove measurable increases of over 3,500 unique visits per week on key ticket sales portals.
  • Created and optimized engaging content for online ticketing portals, mobile applications, FIFA.com pages, FAQs, chatbot scripts, and call center guides; improved user satisfaction ratings by 30% through clarity.
  • Collaborated with CRM teams (General Public, Group Sales, Customer Care) to draft and optimize customer communications.
  • Ensured accuracy, consistency, and compliance in all sales collaterals and customer interactions.
  • Provided content management for online ticketing platforms and mobile ticketing applications.
  • Maintained and archived all customer communication materials and translations, while managing the ticketing glossary.

Ticketing Lead (Freelance)

Quint (Formula 1)
11.2024 - 12.2024
  • Formula 1 Qatar Airways Qatar Grand Prix 2024
  • Managed guest profiles and arrival schedules, ensuring seamless coordination with stakeholders.
  • Oversaw ticketing operations, aligning with operational plans and service standards.
  • Familiarized key event locations to facilitate smooth guest movement and experience.
  • Delivered high-level customer service while maintaining confidentiality.
  • Anticipated and promptly addressed urgent guest and ticketing requests.
  • Ensured efficient ticket distribution and access control for arriving guests.
  • Assisted senior management with additional ticketing-related tasks as required.

Sales Collateral & Communication Manager (Freelance)

FIFA
03.2023 - 12.2023
  • FIFA Women’s World Cup NZ/AUS 2023.
  • Conducted thorough reviews and revisions on existing FAQ sections based on user interaction data gathered through analytics tools; enhanced clarity led directly to a reduction in repetitive queries by approximately 25%.
  • Monitored and refined all sales collaterals, ensuring precise content delivery across ticketing channels, and maintained a 100% accuracy rate in customer communications throughout the entire customer journey process.
  • Provided timely and effective content management for online ticketing portals and mobile ticketing applications.
  • Ensured accuracy, consistency, relevance, and compliance with applicable sales strategy and ticketing requirements for all sales collaterals and customer communications.
  • Managed and archived all versions of sales collaterals and customer communications in all languages.
  • Managed the ticketing glossary and translations to ensure correct implementation.
  • Ensured adherence to specific operational deadlines, and compliance with ticketing policies and regulations.
  • Developed communications strategies to drive forward progress in public relations.

Ticketing/ Hospitality Manager (Freelancer)

Quint (Formula 1)
09.2023 - 10.2023
  • Formula 1 Qatar Airways Qatar Grand Prix 2023
  • Acquired comprehensive knowledge of guests’ profiles and arrival schedules.
  • Coordinated with diverse stakeholders to implement guest management tasks that adhered strictly to operational plans and service standards, achieving a 20% reduction in processing times for guest arrivals during peak events.
  • Familiarized with key locations and areas at the circuit.
  • Upheld confidentiality and demonstrated exceptional customer service when interacting with guests.
  • Anticipated and addressed urgent guest requests promptly to ensure satisfaction.
  • Delivered high-quality service to all arriving guests.
  • Executed additional tasks as directed by Senior Management.
  • Managed distribution of Hospitality tickets.

Customer Relationship Management, Customer Care Coordinator

FIFA (Q22)
08.2021 - 02.2023
  • FIFA World Cup, Qatar 2022.
  • Developed and implemented comprehensive CRM strategies to enhance sales effectiveness and streamline communication processes.
  • Created engaging sales collateral, including presentations, brochures, and case studies, to support sales teams and drive customer engagement.
  • Oversaw the CRM database to maintain accurate and up-to-date customer information, resulting in improved lead generation and conversion rates.
  • Collaborated with cross-functional teams to identify and address communication gaps, leading to more targeted marketing campaigns, and increased customer satisfaction.
  • Managed outsourced customer care to ensure efficient service delivery.
  • Created and managed customer communications and sales collateral.
  • Recruited, trained, and supervised a team of Customer Care Officers.
  • Translated project documents (English, Arabic, French) to ensure high-quality output.
  • Utilized CRM and marketing automation tools for communication and reporting.

Senior Customer Services Advisor

DHL Express
03.2021 - 07.2021
  • Enhanced overall satisfaction and retention rates by developing and implementing customized customer service strategies.
  • Identified opportunities for improving product offerings and service delivery through in-depth analysis of customer feedback and market trends.
  • Resolved over 150 complex service issues per month through targeted analysis of recurring problems; findings identified the three biggest causes of escalations, improving team efficiency, and elevating client retention rates.
  • Mentored junior team members on best practices for delivering exceptional customer service, and building long-lasting relationships.
  • Provided online tracking support and resolved complex customer service issues.
  • Cultivated relationships with key clients that led to the identification of three major service improvements, translating findings into actionable recommendations for enhancing overall customer satisfaction within a competitive market landscape.

Customer Contact Center Representative

Qatar Airways
02.2018 - 12.2020
  • Conducted over 150 outbound calls monthly to address customer inquiries and resolve issues, leading to a notable decrease in follow-up requests by identifying key areas of concern among clients.
  • Managed a high volume of incoming calls, emails, and live chats to assist customers with account maintenance, billing inquiries, and technical support.
  • Utilized CRM software to document customer interactions, update account information, and escalate complex issues to appropriate departments for resolution.
  • Innovated unique customer interaction approaches, recognized internally as best practices, while maintaining high empathy levels during support interactions, addressing up to 200 queries daily without escalation issues arising.
  • Provided exceptional customer service to Privilege Club members in English, French, and Arabic.
  • Booked, rebooked, and processed ticket changes, upgrades, and refunds.
  • Implemented a robust sales strategy for ancillary services, resulting in a 25% increase in upsell opportunities.

Airport Operations Representative

Qatar Aviation Services
06.2015 - 01.2018
  • Welcomed and guided passengers through check-in procedures, facilitating a seamless boarding experience.
  • Verified passenger information and boarding passes to maintain accuracy and punctuality in departures.
  • Coordinated with airline personnel and ground crew to streamline boarding processes, and address any issues promptly.
  • Addressed complex passenger concerns regarding check-in processes and flight changes, resulting in an increase of positive customer reviews by 30% during peak travel seasons, based on direct interactions.
  • Spearheaded initiatives addressing special needs arrangements; directly assisted more than 100 passengers monthly, requiring additional services or accommodations, without any complaints logged against service standards.
  • Oversaw flight operations, including visa checks and arrangements for passengers with special needs.

Education

High School Diploma -

Lycee Route De La Plage Soliman
Soliman, Tunisia
04.2001 -

Skills

Customer relationship management

Software

Secutix

Salesforce

Dynamics365

Jira

Zendesk

Adobe Creative Cloud

MS Office

Amadeus

Althea CM

Tixngo

Certification

10/2024 Google Digital Marketing & E-commerce GOOGLE https://coursera.org/verify/professional-cert/78T7VCJE5MI7 Foundations of Digital Marketing and E-commerce Attract and Engage Customers with Digital Marketing From Likes to Leads: Interact with Customers Online Think Outside the Inbox: Email Marketing Assess for Success: Marketing Analytics and Measurement Make the Sale: Build, Launch, and Manage Ecommerce Stores Satisfaction Guaranteed: Develop Customer Loyalty Online

Timeline

Accreditation Manager (Freelance)

MotoGP
04.2025 - 04.2025

Ticketing Digital Communications Specialist (Freelance)

FIFA
11.2024 - 01.2025

Ticketing Lead (Freelance)

Quint (Formula 1)
11.2024 - 12.2024

Ticketing/ Hospitality Manager (Freelancer)

Quint (Formula 1)
09.2023 - 10.2023

Sales Collateral & Communication Manager (Freelance)

FIFA
03.2023 - 12.2023

Customer Relationship Management, Customer Care Coordinator

FIFA (Q22)
08.2021 - 02.2023

Senior Customer Services Advisor

DHL Express
03.2021 - 07.2021

Customer Contact Center Representative

Qatar Airways
02.2018 - 12.2020

Airport Operations Representative

Qatar Aviation Services
06.2015 - 01.2018

High School Diploma -

Lycee Route De La Plage Soliman
04.2001 -

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Mehdi NoukazTicketing Manager