Kareem ahmed Saleh

Quality Assurance Analyst, Etihad AirwaysFull Time

• Job Details:• Call Monitoring: Evaluate inbound and outbound calls based on established policies and processes. • Feedback Sharing: Provide constructive feedback to agents and their supervisors to drive performance improvements, whether through side-by-side monitoring or direct communication. • Calibration Sessions: Participate in internal and external calibration sessions to ensure alignment with company policies and guidelines, maintaining up-to-date knowledge of variance thresholds. • Behavioral Observation: Detect and address inappropriate behaviors in real-time, taking immediate action to maintain professional standards. Coaching: Responsible for delivering Group and individual coaching sessions for outliers’ improvement • Call Validation: Assess promoter, detractor, long, short, and repeated calls from the same customers, providing feedback to agents and their supervisors, report any issues to operations, and share suggestions to improve specific areas of the process or policy • Educational Tips: Send quality tips on handling complex scenarios to enhance customer satisfaction and agent performance. • Feedback Analysis: share customer feedback, both positive and negative with the quality supervisor to run an analysis on it. • New Hire sessions: Deliver quality sessions to new hires.

Back Office Agent, Etihad AirwaysFull Time

• Job Details:- Sent offload requests to the concerned department to assist the customers who checked in and wanted to modify their booking (seat selection, exchange or refund the ticket) - Follow-up delayed refund requests. - Handle escalation calls

Contact Success Specialist, Etihad AirwaysFull Time

• Job Details:- Managed taking a huge number of inbound calls and handling customer requests for booking, exchanging, and refunding tickets using the GDS Saber and Amadeus. Fulfilling customer needs by explaining each ticket's fare rules and baggage allowance. - Issue ancillaries EMD for seat selections and Excess baggage allowance. - Reissue the tickets that are impacted by schedule changes - Dealt with different customers' nationalities from the GCC area and all over the world, which helped in developing Soft and Handling Skills.