Omar Essam Effat

Senior Operation AgentFull Time

• Job Details:• Handle customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one-call resolution. • Responsible for assisting in day-to-day operation of the center, including: • Maintain good customer relations and ensuring that all calls meet Service Experts’ standards • Handle and resolve a variety of customer concerns, complaints, and questions by phone, email, and in-person (questions may include billing inquires, technician ETA, schedule issues, and general company product and service questions) • Perform outbound calls to schedule preventative maintenances and tune-ups • Ensure that customers are contacted in a timely manner to schedule preventative maintenance • Participate in Advance Traffic Flow Management (ATFM) • Plan development at the Federal Aviation Administration Air Traffic Control System Command Center (FAA ATCSCC) to identify operational disruptions to Member airlines and to coordinate with Airline Operation control Center (OCC) in developing mitigation strategy for the disruption. • Assist Member Airlines with priority handling on resource limited flights • Advocate Members needs and business plan preferences to front line FAA Managers and specialist to provide improved operational results for the Commercial operators; • Provide timely alerts on operational impacts and disruptions to Member Airlines.