MOHAMED SAID ELSAYED HUSSIEN SALEH

Lead account ManagementFull Time

• Job Details:• Relay vital information in the form of timely and accurate reports. • Oversee and manage performance and service quality to guarantee customer satisfaction; provide coaching and feedback to CSRs. • Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations. • Monitor Work queues/e-mails as per defined sample plan and targets. • Report out any outage and take necessary action. • Take corrective actions for defects identified during monitoring. • Drive KPI improvement initiatives across program. • Focus on SLA to meet the client satisfaction. • Welcome meeting, one to one and action plan.

TEAM LEADERFull Time

• Job Details:• Support. • Monitoring. • Meet process, KPI'S, Quality standers. • Welcome meeting, one to one and action plan. • Availability with my team. • Daily, weekly and monthly Dashboard for clients. • Handling salary sheet. • Monthly figures and analysis. • Deliver Goals of Company to agent. • Coaching low and high performance agent. • Handling Escalation calls and ensures customer satisfaction. • Floor Supervisor Duties. • Communication (HR, Clients, Workforce…) for new rules which make work easy. • Cascade new process, updates, policy of company to new comers. • Support training teams with recommendation for new training program. • Review team daily performance NPS, RCS, AHT and send it to teams.

Assistant Reservation ManagerFull Time

• Job Details:• Responsible for Hotel and Local Reservations. • Allocate Daily Tasks to Reservations Staff. • Review Reservation Booked Daily. • Review Arrival Report Daily. • Responsible for Training Staff. • Responsible for Implementation of Policies and Procedures. • Responsible for Recording Company, Travel Agent Rates both in System and Correspondence File. • Knowledgeable in Hotel and Guest Room Facilities, Services and Ensures Reservations Agents are Equally Knowledgeable. • Monitoring Telephone Manner and general performance of reservations staff daily. • Ensure Special Handling of Repeats Guest and very VIP Guest. • Monitors and Coordinates Group Reservations Activity with the Revenue Manager. • Follows up Tentative Bookings and Update Reservation Status. • Reviews no-show and Cancelled Reservations and Processes Charges according to Hotel’s policy. • Responsible for Work Schedule.