Experience

• 

  Almosafer

  • Saudi Arabia
  • Travel Arrangements
  • 700 & Above Employee

  • Director of Customer Care

    • Jan 2024 - Present

  • Senior Manager | Customer Care

    • Nov 2016 - Feb 2024

  • Contact Center Manager

    • Nov 2014 - Jan 2017

    • Defines and develops operating approaches to ensure call center standards and requirements are met.• Manages operations through performance metrics management tools that identify deviation from target and ensure that corrective action is taken.• Assumes direct responsibility for the performance of A.C.C. Team Leaders and Account Managers.• Ensures that A.C.C. end user privacy policy is properly and consistently implemented.• Ensures that all operational teams adhere and respect A.C.C. Policies and Procedures.• Acts as escalation point for client.• Provides Leadership to a large and diverse staff and ensures that everyone works towards unified vision.• Interviews, selects and hires Accounts Manager and Team Leaders in accordance with A.C.C. policies and regulations.• Carries responsibility for development of Supervisory Staff including on-Job training, motivation and coaching to reinforce required leadership and operational skills.• Carries responsibility for appraising the performance of all A.C.C.• Ensures that department budget goals are met and maintained.• Proper control of equipment and personnel costs.• Maintaining existing account revenue levels.• Carries responsibility for setting quarterly Subordinates’ variable against achieved objectives.• Maintains monthly operation reports reflecting all indication figures across all projects and presents to management.• Offers suggestions to enhance performance and quality.• Interacts and consults with Human Resources Specialist and Quality Assurance and Training Manager on matters of recruiting, incentive programs, training hiring, discipline and discharge.• Ensures that manpower succession plans are in place and implemented effectively.• Carries responsibility for the WF unit including: Forecasting, RTM and reporting teams

• 

  CityBookers.com

  • Kuwait

  • Contact Center Manager

    • Mar 2013 - Dec 2014
    • Kuwait

    • Assisting in the Launch of the contact center.• Managing a team of agents towards providing excellent customer service. • Using monitoring tools and different coaching techniques to achieve exceptional customer service. • Handling escalated issues and irate customers. • Responsible for analyzing and presenting daily performance reports related to all work streams for Contact center. • Recording and communicating individual agent’s performance reports including; adherence, productivity and revenue. • Optimizing agents’ performance through the use of workforce applications (Forecasting and Scheduling), real time, reporting, and quality and monitoring tools.

• 

  Teleperformance Egypt

  • Senior Travel Consultant -Tier II Agent- Expedia Project

    • Aug 2011 - Mar 2013

    • Assisting front line agent with basic product knowledge and customer engagement skills. • Managing queues for areas of responsibility to ensure response time goals are met.• Resolving escalated issues and irate customers effectively.• Handling issues in the best interest of both customer and company.• Working with Training Department to assist with for the new hires training.• Researching, analyzing and resolving customer issues in an accurate and timely manner by using appropriate tools and resources to assess situations and create resolutions appropriate, while maintaining ownership of the issue.• Establishing and maintaining positive working relationships with agents, peers, management, corporate, network, coworkers, and partners.

  • Travel Consultant Expedia Project

    • Aug 2010 - Aug 2011

    • Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.• Contributing to team effort by accomplishing related results as needed. • Maintaining a balance between company policy and customer benefit in decision making.

• 

  C3 Contact Center

  • Egypt

  • Telesales Agent - Google project -

    • Oct 2007 - Jan 2009
    • Egypt

    • Initiate cold calls to targeted lists to generate sales opportunities.• Closing sales and meeting monthly sales targets in accordance with development plan• Make recommendations to Customers based on their needs, geography and unit