Karim Mohamed Fouad

API Optimization Manager at Webbeds

Mohandessin, Giza, Egypt

API Optimization ManagerFull Time
Nov 2022 - Present -2 yrs, 7 months
Egypt , Cairo
Optimization SpecialistFull Time
Oct 2021 - Nov 2022 -1 yr, 1 month
Egypt , Cairo
- Job Details:-Assist customers’ technical requests and take care of any technical issues. -Keep track of key account metrics (Search Traffic, Errors, Search KPI`s) -Review customer/supplier mappings -Review customer pricing and account configurations and propose adjustments where needed. -Take initiatives in identifying growth opportunities. -Build strong customer relationships, especially with key customer stakeholders and internal teams. -Communicate the progress to both internal and external stakeholders. -Collaborate with our team to achieve sustainable growth.

Dana booking

Feb 2020 - Sep 2021 -1 yr, 7 months

Egypt , Cairo

Job Details:● Manage operations for all assigned sites and all channels and Line of businesses allocated across all markets ● Collaborate with the business process innovations team to provide the best quality of interactions ● Focus on customer satisfaction by developing first-line & training team on process improvement ● Plan actions to achieve customer/ client satisfaction ● Conduct 1:1 for the team and have a special focus on low performers Step up plan ● Initiate and conduct projects for the betterment of various focus key deliverable areas for the LOB ● Closely coordinate with business suppliers to achieve common agreed Goals ● Reduce churn and increase customer retention ● Set targets for KPIs and periodically review them to ensure that it is aligned with the Company's goals and OKRs ● Have a deep understanding and conduct required analysis to understand customer satisfaction drivers ● Plan actions to achieve customer/client satisfaction targets through process enhancement and effectively managing TLs & outliers ● Spot any gaps in performance or processes and work closely with related departments to bridge those gaps

Dana Booking

Jul 2019 - Jan 2020 -6 months

Egypt , Giza

Job Details:-Manage the Operations Team -Support in Handling daily operation -Set annual, Monthly Operational Targets -Train, Coach and support Operation Team -Improve processes and policies in support of organizational goals. Formulate and implement departmental and organizational policies and procedures to maximize output. Monitor adherence to rules, regulations, and procedures. -Utilize financial data to improve efficiency. Prepare and control operational budgets -Audit on reviewing bookings with suppliers and hotels. -Build alliances and partnerships with other organizations. -Assist Resolve cases with clients and hotels. -Follow up with travel agents for future bookings. -Achieve department target.

GTT Egypt

Jul 2018 - Jun 2019 -11 months

Egypt , Cairo

Job Details:- Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products. - Ensuring agents understand and comply with all call center objectives, performance standards, and policies. - Answering agent questions regarding best practices or difficult calls. - Identifying operational issues and suggesting possible improvements. - Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary. - Preparing reports and analyzing data to assist management as they determine call center goals. - Working with other supervisors and management team members to support agents and maximize customer satisfaction. - Assist in developing or updating standard operating procedures. - Work on the company (Vision, Mission, and Values) - Check if there are any new helpful tools to improve the office workflow. - Business developing by contacts new suppliers local and international to get new products with best price grantee. - XML integrations testing - Assist in developing or updating standard operating procedures for all business operational activities. - Build a strong relationship by addressing customer issues and complaints in a timely manner. - Ensure team follows standard operating procedures for all operational functions.