FADY Samir Lotfy

Ticketing SupervisorFreelance / Project

• Job Details:-Supervision of ticket resolution operators team and reporting all issues and concerns to the ticketing manager. -Responsible for all necessary functions related to opening and closing of the ticket resolution point and correlated single ticket resolution desks. -Manage the coordination of duties, shift, and break-times, and the number of ticket resolution operators deployed. -Assist the ticket resolution operators in resolving issues with regards to invalid or duplicate tickets and customer complaints. -Manage assets and record-keeping including help-desk tickets for all technical ticketing issues. -Responsible for the documentation and escalation of any fraud issues to the ticketing management team and placement of permission requests for any operation which needs to be authorized. -Work as a ticket operator or a ticket sales supervisor for an entire shift or as a temporary replacement when necessary. -Ensure compliance with all safety regulations and Expo 2020 policies and Procedures. -Perform other duties as assigned or any other duties as may reasonably be requested by the ticketing operation team.

Call Center SupervisorFull Time

• Job Details:• Managing a Team of 15 Contact Center representatives. As a supervisor, and by applying TOPS (Teleperformance Operations Process and Standards) principles, 80% of my time is dedicated to the agents by: • Managing and directing the daily activities of call center agents. • Supervising, planning, and managing functions concerned to the Call Center environment. • Carrying out supervision, call monitoring, coaching, training, disciplining, and reviewing all agents. • Acting as an information source and answering agents’ questions, assigning tasks, following up, and giving instructions as needed. • Attending, following up, and resolving customer complaints and questions. • Ensuring that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job. • Carrying out performance measurement, monitoring, and evaluation of all agents and operators to improve efficiency.

Travel ConsultantFull Time

• Job Details:- ticketing, reservations, Pre-flight checks, Queuing responsibilities. - Answer customer queries, as well as probe the customer to obtain a full understanding of what information is being requested. - Assist customers with the changes requested using GDS Tools (Amadeus) - Responsible for reservations, Issues, re-issue, change,s and refund tickets on Amadeus. - Document all requests with regards to participant inquire accurately using Sales-force CRM. - Deliver Outstanding Customer Experience to each and every customer who has called in.