Fady Nabil Jabrah

Customer Experience DirectorFull Time

• Job Details:• Managing customer service team consists of 14 Departments with total force of 240 Employee. • Defining P&L with business projection and assure profitability. • Driving business projection from operational prospective, and sure customer experience. • Drive system automation and minimize loss that impact customer experience and staff satisfaction. • Holding and drive upcoming departments (Quality -Complaints – Fulfillment– sales inbound- sales outbound – service voice – mail team- social media– workforce – Process – Payment team “Risk” –Chat – clear trip – Holidays). • Chair weekly and monthly meeting with all functions to compare progress. • Adding top process for LOBs- in order to facilitate business communication and minimize loss. • Set monthly and quarterly targets for all Lob and communicate with MDs and VPs

Customer Experience ManagerFull Time

Process development & Audit ManagerFull Time

• Job Details:• Business analysis define (profit & loss). • Communicate with third parties systems for integration such as ( Genesys and Salesforce…Etc) • Launching new LOB and ensure the profitability. • Member of management integrity office with flyin& Cleartrip • Enhance internal process between departments and ensure efficiency with cost reduction. • Managing development team , with clear road map and integration according business needs and plans • Internal Audit department , responsible auditing and raising observation to development department • Internal & External Risk team , responsible for internal fraud cases and assure customer confidentiality , external risk by detecting fraud cases and ensure the credibility of the bookings either 3D Secure , reply and investigate bank claims. • Communicate with payment methods such as ( Bank transfer , Checkout , Payfort , MADA , SADAD) • Align marketing requirements with WFM forecasting between all sites ( EGY , KSA , UAE, IND )