Georges Maurice

Operation Team leaderFull Time

• Job Details:- Managing & Supervising Customer Service telecommunication for websites of Hotels.com & Expedia.com for EMEA region which make Travel & booking reservations over the world. - Main objective is to increase revenue & business growth through meeting the vendor goals (sales & customer satisfaction - First call resolution - interval compliance) to get more seats in order to expand in Cairo and gain Client confidence and bring all line of business for all the countries. - Business intelligence analysis, making correlation between all metrics and goals to identify the major gaps on individual level and setting the corrective and preventive action plan to mitigate the impact in a very short term, review all VOC ( voice of customer ) feedback and categorizing the cases liability toavoid same issue repetition. - Managing administrative Tasks ( Schedules Rotation for employees - Payroll& UPL & Bonus - Staffing alignment with workforce team -KPIs team Ranking- Remaining annual balance - Creating random Quiz for the teams to measure the knowledge status for any improvement purposes. - Conducting last phase interview for for the accepted profiles from recruiting team after passing the instructed stages ( typing skills - Language proficiency -Flexibility ).

Senior support sales associateFull Time

• Job Details:-Provide additional coaching support and monitoring the team members in accordance with the Team Leaders for performance enhancement -Ensuring full support to the team during their duties through learning and development session ( SBS & Remotely ) -Handling supervisor calls, hard cases and angry customers to ensure customer case resolution and satisfaction -Helping the Team Leaders in their operational and administration charges through delegation approach.