Iman Hamed

Performance Manager

• Job Details:Established and maintained strong relationships by serving as the primary point of contact, fostering clear communication and proactive support, effectively resolving escalated issues with a 94%+ success rate. Enhanced performance and growth for 8 franchisees by utilizing analytical data and conducting regular weekly calls with each franchisee along with a monthly performance reviews. Ensured operational excellence by implementing streamlined processes resulting in a 95%+ compliance rate. Proactively conducted regular biweekly inspections, guaranteeing adherence to quality standards. Developing and implementing tailored training programs that consistently improved operational efficiency.

Customer Service Representative (AT&T USA Account)

• Job Details:Consistently achieved performance and quality targets, demonstrating a strong commitment to meeting and exceeding customer service standards. Served as a subject matter expert (SME), providing floor support to agents to improve team performance. Enhanced call efficiency by effectively utilizing available tools and resources.

Customer Service Representative (Hilton Hotels Reservation - Global Team Account)

• Job Details:Managed reservations and guest inquiries for 100+ Hilton properties across the Middle East & South Africa. Provided comprehensive support to guests, in payment processing, reservation modifications, and issue resolution. Enhanced the guest experience by delivering tailored solutions and addressing concerns efficiently and effectively.