khaled Osama khater

Safa International Travel

• Online Support & Customer Service ManagerFull Time

  Dec 2021 - Present -3 yrs, 8 months

  Egypt , Giza
• Website Customer Support Assistant ManagerFull Time

  Sep 2019 - Dec 2021 -2 yrs, 3 months

  Egypt

  • Job Details:Al Jizah, Egypt LAUNCHING MOBILE AND WEBSITE APP PHASE: • Work with the design team to finalize product specification into mockups. •Help to analyze product usage and customer feedback to improve the product •Work closely with Marketing and developer teams to learn about product needs and align with the product plan, transform requirements and feature request into product specifications. • Monitors and reviews design and development activities, participates in the verification and validation process. •Test the Ux & UI of the mobile application and website and report the issues to e engineering team. IMPLEMENTATION CALL CENTER PHASE ( Customer Experience ) : •Prepares presentations and technical material covering LOPS, services, technical details and operational processes. •Provide leadership, development and coaching of Team Leaders and Agents. Actively engaging and supporting the development of your team to ensure better performance and succession planning. •Work with team leaders and supervisors to ensure that their associate’s development needs are captured and achieved to improve skill levels and performance whilst achieving objectives. •Monitor resources against work volumes to ensure that Service Level Agreements and company targets are met, ensuring that adequate resources are available at all times to meet demand. •Ensure that customer complaints are resolved promptly to the customer’s satisfaction and handled at the first point of customer interface and in accordance with regulations. •Identify and eliminate barriers to enhance performance and enable team members and individuals to contribute towards process and performance improvement to drive up productivity and ensure First Point of Contact Resolution. •Prepares and generates the Weekly Performance report (WPR) for management. •Consistently meets predetermined metrics to achieve business objectives and customer SLAs. •Approves resource planning, recruitment training and other development plans for the teams.

Seera Group

• Customer Experience Senior Team Leader – TajawalFull Time

  Apr 2019 - Sep 2019 -5 months

  Egypt

  • Job Details:• Improve performance by setting action plans and setting expectations to the team through the metrics. • Manage through TOPS to maintain and improve the KPIs. • Communicate management information and updates on policies and/or procedures to the operations team. • Motivate staff to achieve all assigned targets and goals. • Ensure statistical information is produced, collated and analyzed on a daily basis to assist in evaluating the efficiency of the team and to inform resources allocation and service improvements. • Build a solid customer service team that exceeds goals and expectations. • Supervise the workload of the team, allocating team members to optimize service provision and support across the hours of the operation of the team. • Monitor the changing needs of the service, liaising with internal and external customers to identify areas for improvement and make recommendations for service improvement and implementing those improvements to the satisfaction of clients. • Supervise the team in accordance with the company policies and procedures. •Resolve interpersonal issues within the team and escalate if required • Schedule team staff meetings and functions. • Report to senior management on customer service metrics, opportunities, and threats. • Ensure that the team follows established procedures for each service request adhering to agreed KPIs, SLAs and quality standards to maximize customer satisfaction.
• Tier II Customer Experience Team Leader - AlmosaferFull Time

  Sep 2018 - Apr 2019 -7 months

  Egypt , Cairo

  • Job Details:• Supervises and coordinates activities of workers engaged in customer service activities through E-mails, Live chat and Social Media. • Maintains time and attendance, productivity, and quality records daily. Prepares and generates the daily Performance report (APR) for management. • Prepares and generates the Weekly Performance report (WPR) for management. • Manage team metrics and retention goals. Participate in discussions about reasons for attrition and root cause. Team with Site Leadership to develop actions to reduce attrition where possible. Provide feedback to team members on both call coaching and other daily performance and behavioral activities • Monitors and reports on the key performance indicators (KPI’s). • Communicates with other departments and management to resolve problems and expedite work. • Interprets and communicates work procedures and company policies to staff.
• Tier I Customer Experience Team Leader - AlmosaferFull Time

  Aug 2017 - Sep 2018 -1 yr, 1 month

  Egypt , Cairo

  • Job Details:• Supervises and coordinates activities of workers engaged in customer service activities through phone. • Maintains time and attendance, productivity, and quality records daily. Prepares and generates the daily productivity report (APR) for management. • Monitors and reports on the key performance indicators (KPI’s). • Coach direct reports on their performance on a regular basis to ensure performance metrics are achieved • Develop an action plan for improvement, implement corrective action. • Trains and instructs employees.
• Flights Customer Service Tier II - AlmosaferFull Time

  May 2017 - Aug 2017 -3 months

  Egypt , Giza

  • Job Details:• Handle customers' e-mails, fulfilling requests and requirements. • Work on fraud cases. • Follow-up cases with contact agents and contact airlines if needed. • Handle escalations and customers problems. • Handle SCHG cases.
• Flights Customer service Tier I - AlmosaferFull Time

  Dec 2016 - May 2017 -5 months

  Egypt , Cairo

  • Job Details:• Handle incoming calls, fulfilling requests and requirements while working to company requirements and performance targets. • Help Customers to Reissue, Reroute and refund their tickets. • Handle escalations and customers problems. • Give as many alternatives as possible with flights availability. • Help customers to use website and book online. • Working with the Travel-management solutions such Amadeus.
• Travel consultant - AlmosaferFull Time

  Jan 2015 - Jun 2015 -5 months

  Egypt , Giza

  • Job Details:Handle incoming calls, fulfilling requests and requirements while working to company requirements and performance targets.  Booking hotels, flights, cars and activities.  Give as many alternatives as possible with flights while researching availability.  Helping customers to book online.  Follow-up with clients and make sure of their satisfaction level.  Working with the following Travel-management solutions: o SABRE (Global Distribution System/Airline ticketing system). o Almosafer Hotel Reservation System.