Osama Mashhour

Managing DirectorFull Time

• Job Details:Oversee day-to-day operations and provide overall strategic and operational leadership of the whole OTA Develop and implement strategies to increase online traffic and revenue Manage all teams of travel agents and customer service representatives Analyze data and market trends to make informed business decisions Negotiate and maintain relationships with partners Ensure customer satisfaction and resolve customer complaints Stay up-to-date with industry regulations and requirements

Co-founder and Managing DirectorFull Time

• Job Details:Established foundational processes for business operations. Introduced new methods, practices and systems to reduce turnaround time. Recruited, interviewed and hired new staff members and developed training materials for employees. Designed the look and feel for the whole website and brand logo. Following-up progress with developers. Reviewed and fully tested the online system and payment gateway to ensure efficiency and avoid future issues. Managed the website launching for both organic “direct” and metasearch. Aligned organizational objectives with company mission to increase business growth and integrate work strategies. Conducted target market research to discover customer needs and analyze competitor trends. Interviewed, supervised and motivated call center and operations staff members to achieve optimal productivity. Coordinated and implemented effective training for over 12 professionals.

OTA ManagerFull Time

• Job Details:Managed the set-up of all equipment and furniture for the new branch opening and planned the interior design of the entire place. Recruiting, training, supervising and monitoring staff. Wrote procedural guidelines for a safe and effective operation, ensured compliance with all directives. Help and following up designing and develop the online system. Taking part in planning, developing and implementing organization policies and goals with top level management/owners. Constantly motivating the operations team to hit the targets and ensure company profitability. Responsible for the overall direction, coordination, and laws. Drove operational improvements which resulted in savings and improved profit margins. Investigated complaints to define and correct weak areas. Managed team of employees, overseeing hiring, training and professional growth of employees. Resolved problems, improved operations and provided exceptional service. Increased customer satisfaction by resolving issues. Saved KWD 6600 by implementing new work process Evaluated employees' strengths and assigned tasks based upon experience and training. Kept detailed records of daily progress to identify and correct areas needing improvement. Evaluated employee performance and conveyed constructive feedback to improve skills. Reviewed established policies and procedures, motivate employees and facilitate smooth operations. Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.