Customer Service Manager

• Apr 2022 - Present

Develop service procedures, standards, and policies. Recruit, mentor and develop customer service agents and monitor their performance and productivity. Improve customer service experience, create engaged customers and take ownership of customers issues and follow problems through to resolution. Maintain an orderly workflow according to priorities. Assist in defining user requirements, focusing on efficiency and effectiveness. Develop service procedures, standards, and policies. Recruit, mentor and develop customer service agents and monitor their performance and productivity. Improve customer service experience, create engaged customers and take ownership of customers issues and follow problems through to resolution. Maintain an orderly workflow according to priorities. Assist in defining user requirements, focusing on efficiency and effectiveness.

Executive Manager

• Oct 2020 - Nov 2021

lead the sales team by providing guidance, training, and mentorship, setting sales quotas and goals, creating sales plans and analyzing data. Improving operational management systems and processes. Purchase materials, plan inventory and oversee warehouse efficiency. Examine financial data and use them to improve profitability. Recruit, train and supervise staff. lead the sales team by providing guidance, training, and mentorship, setting sales quotas and goals, creating sales plans and analyzing data. Improving operational management systems and processes. Purchase materials, plan inventory and oversee warehouse efficiency. Examine financial data and use them to improve profitability. Recruit, train and supervise staff.

Support and Operations Manager

• Oct 2019 - Apr 2020

Manage and lead support and operations team member Define programs to research and continuously gain insights from customers Define metrics related to the customer experience and measure it continuously Customer advocacy in senior management meeting Improve processes and systems related to support and sale Assisted the marketing team with developing and implementing social media strategies Interview and on boarding new employees Sales development and reduce the refund rate Show less

Tour Platform supervisor

• Oct 2018 - Oct 2019

Customer Support, Sales, Supply, operationsDefine metrics related to the customer experience and measure it continuouslyMonitor system performance and initiate actions to correct system problemsSupervise and monitor agent attendance, performance and productivityConduct agent observation and provide feedbackCoach, motivate, reward, counsel and assistAcquire and transfer to the team the knowledge of all tools and associated workflow processesProcess design and improvementDealing with and documenting complaints in an efficient and diplomatic mannerInterview and on boarding new employeesInvestigate financial inconsistenciesSales development Show less

International tour supervisor

• Nov 2017 - Oct 2018

Iran Tours manager

• Mar 2016 - Sep 2017

Drawing up complicated travel itineraries and ensuring that all the needs of the customers are met Evaluating customers satisfaction: prepare feedback forms, choose the survey method and data analysis liaise and sign the contracts with hotels, coach companies, tour guides, restaurants and other clients Sales planning for tours and hotels Planning and advertising different promotions Making alternative arrangements for customers who have had their trips interrupted by unforeseen issues Oversee and supervise the tour and reservation team, monitor agent attendance, performance & productivity Show less

Tour organiser

• Nov 2012 - Mar 2016

Design travel itineraries and determine customers’ needs Making arrangements for transport, accommodation, tours, and activities Contacting airlines, hotels, and ground transport companies such as coach operators to make suitable arrangements Using the computer database to research information about hotel accommodation fares and hotel ratings Book reservations for travel, hotels, rental cars, and special events, such as tours and excursions Train interns to develop work sklls in tourism industry as an internship supervisor Show less

International Tour reservation & sale Expert

• Jan 2011 - Oct 2012

Plan and arrange tour packages, excursions, and day trips Calculate total travel costs Plan and promote accommodations and travel services Coordinate with other business partners in the travel community to facilitate a positive experience for clients Arrange travel for business and vacation customers Determine customers’ needs and preferences, such as schedules and costs Book reservations for travel, hotels, rental cars, and special events, such as tours and excursions Plan and arrange tour packages, excursions, and day trips Calculate total travel costs Plan and promote accommodations and travel services Coordinate with other business partners in the travel community to facilitate a positive experience for clients Arrange travel for business and vacation customers Determine customers’ needs and preferences, such as schedules and costs Book reservations for travel, hotels, rental cars, and special events, such as tours and excursions