Basic Info

Mohamed Othman

14 years

Cairo, Egypt

Bachelor's Degree

Senior Management

Work Experience

Head Operations’ & Call Center at Click The World Travel

Experience Details

Head Operations’ & Call Center

Tourism/Travel

Manager

-Supervises 3 full-time tourism supervisors and their teams.
-Monitors random calls to improve quality, minimize errors and track
operative performance.
-Collects and analyzing call-center statistics such as sales rates,
costs, customer service metrics etc.
Determines call center operational strategies by conducting needs
assessments, performance reviews.
-Manages the daily running of the call center, including sourcing
equipment, effective resource planning and implementing call center
strategies and operations
-Organizes staffing, including shift patterns and the number of staff
required to meet demands.
-Coaches, motivates and retains staff and coordinates bonus and
rewards.
-Makes decisions regarding evaluation, promotion and termination of e
employees, or makes related recommendations those are given particular
weight.
-Accomplishes organizational goals by accepting ownership for
accomplishing new and different requests; exploring opportunities to add
value to job accomplishments.
-Makes sure that all customer care operations are running effectively.
-Developing objectives for the call center’s day-to-day activities.
-Prepares and analysis customer care activities’ daily reports.
-Addresses ongoing customer complaints concerning billing or service
rendered and works on complaints of service failures with designated
departments.
-Maintains bankruptcy files on customers within the assigned company
numbers.
-Prepares necessary documentation to create the necessary credit or
debit memos to true up customers' accounts.
-Forecasts and analyzes data against budget figures on a weekly
and/or monthly basis.
-Makes sure that a win-win relationship with the customers is built
guaranteeing a very high level of customer satisfaction.
-Investigates and solves customers' problems, those may be complex
or long-standing problems those have been passed on by customer service
staff.
-Raises the skill base for the customer care supervisors and staff.
-Improves operations work flow quality results by recommending changes.
-Helps to facilitate the delivery of the Client Value Management
process into all stakeholders.
-Liaising with operations staff, operatives and third parties to gather
information and resolve issues.
-Keeps ahead of developments in real estate by reading relevant
journals, going to meetings.
-Being involved in staff recruitment.
-Works closely with the billing department to implement processes and
policies that contribute to accurate invoicing.
-Presents market updates and new investment opportunities.
-Develops and enhances strategic media vendor relationships within areas
of responsibility.
-Ensures that all other departments are on the right tracks and are following
the agreed time plan.
-Develops and implements short, medium, and long-term operational plans.
-Maintains a very high level of employee satisfaction.
-Prepares appraisal and determines weaknesses and strength points along
with the action plans.
-Improves operations' procedures, policies and standards for the
organization..
-Meets with teams' managers to discuss possible improvements.


Company Details

Click The World Travel

Cairo, Egypt

501-1000 employees

Travel and Tourism

www.click.sa

Mar 2015 to present (2 years 1 month)
Head of Operations and Contact Center at World Avenues Switzerland

Experience Details

Head of Operations and Contact Center

Tourism/Travel

Senior Management (e.g. VP, CEO)

-Ensures that the strategic and business objectives are put into practice.
-Ensures that all staff are qualified enough to meet the business needs.
-Improves the operational systems, processes and policies.
-Deals with different service suppliers like hotelbeds, GTA, etc.
-Develops and implements short, medium, and long-term operational plans.
-Conducts weekly individual and team meetings with operation staff and managers to set goals and objectives, and review performance progress.
-Actively manages daily operations' staff requests.
-Follows up the day-to-day operations of world avenues operations' staff.
-Follows up with accounting department regarding clients' pending requests.
-Ensures that operations' staff is incorporated well with all other departments like contracting, accounting, IT, etc.
-Enhances operations' staff activities efficiency maintaining high level of customer satisfaction.
-Translates the strategic goals into plans to achieve the required targeted growth in sales and profit.
-Identifies and optimizes promotional opportunities.
-Ensures financial targets and other agreed targets are met in all departments.
-Investigates customers', partners’ and employees' satisfaction.
-Manages all operations within Cairo including taking responsibilities for profit, revenue, cash, customer satisfaction and quality targets.
-Approves annual budgets and produces a detailed annual business operating plans.
-Delivers monthly, quarterly and annual targets for revenue, profits and cash.
-Approves refunds and compensations matters.
-Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients
-Develops, implements and maintains effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance.
-Insures compliance with regulatory agency guidelines and standards.
-Manages the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations.


Company Details

World Avenues Switzerland

Cairo, Egypt

51-100 employees

Travel and Tourism

N/A

Feb 2013 to Mar 2015 (2 year 0 month)
Call Center & Operations Senior Supervisor Expedia at Teleperformance Egypt

Experience Details

Call Center & Operations Senior Supervisor Expedia

Tourism/Travel

Manager

- Supervises 14 full-time ticketing experts.
- Makes decisions regarding evaluation, promotion and termination of employees, or makes related recommendations that are given particular weight.
- Assists with customer service special needs or difficult work activities of subordinates or other staff members; evaluates and resolves problems presented by Ticket Office staff.
- Answers inquiries and communicates information regarding upcoming events or new developments within the department to the press which requires independent judgment and discretion.
- Trains subordinate staff in customer service, ticketing system.
- Accumulates and tabulates work hours of employees.
- Recommends organizational adjustments to efficiently and effectively accomplish assigned objectives for ticketing process.
- Assists in ensuring reliability and accuracy of ticketing data base.
- Managing all call center's and floor duties.
- Manage a team of call center agents.
- Being available to affect the entirety of the team's operations.
- Managing by walking around
- Being always visible to answer questions.
- Taking calls that your agents can't handle and coach them regarding the
optimal procedures to handle this type of calls and be available when an
agent appears to need assistance
- Monitoring queue and track inbound calls. Keep agents aware of inbound
calls, calls waiting, abandonment rate, service level, interval compliance
etc.
- Motivating and encouraging agents through positive communication and
feedback

- Being available to affect the entirety of the team's operations differentiates
a supervisor from senior management.
- Effectively building call center culture.


Company Details

Teleperformance Egypt (multinational)

Cairo, Egypt

N/A

Travel and Tourism

http://www.teleperformance.com/en-us/egypt

Nov 2011 to Feb 2013 (1 year 3 months)
Customer Care & Ticketing Expert Expedia at Teleperformance Egypt

Experience Details

Customer Care & Ticketing Expert Expedia

Tourism/Travel

Experienced (Non-Manager)

- Answers a majority of elite canadian customers' inquiries and questions which can be handled with standard scripts and processes.
- Contacts different parties like airlines, hotels to resolve customers' issues maintaining the First Contact Resolution.
- Handles elite customers' complaints and acting as a gatekeeper to insure that they are valid before offering refunds, discounts or replacement for the offered service.
- Handles some pointing system inquiries and complaints.
- Plays a role in the sales of products and services.
- Documents and retrieves information in call tracking database.
- Offers alternatives for customers' emergency cases such as extenuating circumstances and flight schedule changes made by airlines.
- Transfers customer calls to appropriate staff when needed.


Company Details

Teleperformance Egypt (multinational)

Cairo, Egypt

N/A

Consumer Services

http://www.teleperformance.com/en-us/egypt

Mar 2011 to Nov 2011 (8 months)
Complaints & Retention Senior Representative at Vodafone Egypt

Experience Details

Complaints & Retention Senior Representative

Customer Service/Support

Experienced (Non-Manager)

- Handling customers' complaints through Vodafone C.E.O.
- Handling customers' complaints through NTRA channel.
- Handling customers’ objections and rebuttals through incoming, outbound calls electronic channel, faxes and walking areas.
- Handling complaints through call out campaigns and vulnerable reports.
- Building a win-win relationship with the customer guaranteeing a very high level of satisfaction.
- Monitoring calls' queue achieving very good service level tracking inbound
calls.
- Keeping agents aware of inbound calls, calls waiting, abandonment rate,
service level, interval compliance
etc.
- Providing responsive and proficient support ensuring that customer needs and issues are resolved at the first instance (applying First Contact Resolution).
- Providing customers with recommendations to promote and achieve sales of products and/or services.
- Delivering and exceeding customer-specified service levels for handle time.
- Tracking, documenting and retrieving information in call tracking database.
- Learning, understanding, retaining and regularly updating and demonstrating product/process knowledge.
- Providing service excellence to internal and external customers.
- Asking strategic questions to uncover needs and making recommendations for products and services to meet customer needs.
- Communicating to analyze, interpret and address customer needs.
- Preparing presentations for higher management regarding performance, progression and suggested action plans.
- Attending U.A.T.'s and workshops for new products and services.
- Giving training to colleagues about new services, products' and policies changes giving feedback to higher management and setting action plans for development when needed.
- Communicating and aligning with supply chain.
- Being aligned with all market changes and competitors' market situation.


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

N/A

Telecommunications

www.vodafone.com.eg

Oct 2008 to Oct 2010 (2 years)
High Value Call Center Representative at Vodafone Egypt

Experience Details

High Value Call Center Representative

Customer Service/Support

Experienced (Non-Manager)

- Answering calls and responding to customer requests.
- Selling product and place customer orders in computer system.
- Providing customers with product's and service's information.
- Transferring customer calls to appropriate staff.
- Identifying, researching, and resolving customer issues using the computer system.
- Following up on customer inquiries not immediately resolved.
- Completing call logs and reports.
- Researching billing issues.
- Recognizing, documenting and alerting the supervisor of trends in customer calls.
- Recommending process improvements.
- Other duties as assigned.


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

N/A

Telecommunications

www.vodafone.com.eg

Jul 2007 to Oct 2008 (1 year 3 months)
Customer Care Representative at Vodafone Egypt

Experience Details

Customer Care Representative

Customer Service/Support

Experienced (Non-Manager)

- Answering phones and respond to customer requests.
- Selling product and place customer orders in computer system.
- Providing customers with product's and service's information.
- Transferring customers' calls to appropriate staff.
- Identifying, researching, and resolving customers' issues using the
computer system.
- Following up on customer inquiries not immediately resolved.
- Completing call logs and reports.
- Researching billing issues.
- Recognizing, documenting and alerting the supervisor of trends in
customer calls.
- Recommending process improvements.
- Other duties as assigned.


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

N/A

Telecommunications

www.vodafone.com.eg

May 2005 to Jul 2007 (2 years 2 months)

Achievements


I am a black belt holder in both Kendo and Ninjutsu

Education

Bachelor's Degree in Accounting and Business/Management

Education Details

Bachelor's Degree

Accounting and Business/Management

Ain Shams University, Egypt

C / Good / 65 - 75%

N/A

Studying accounting and business administration.

Ain Shams University
1999 - 2003
Bachelor Of Commerce in Accounting

Education Details

Bachelor Of Commerce

Accounting, Ecconomics, Bussiness Administration

Ain Shams University, Egypt

Not specified

N/A

N/A

Ain Shams University
1999 - 2003
Bachelor's Degree in Science

Education Details

Bachelor's Degree

Science

Kobba Secondary School, Egypt

B / Very Good / 75 - 85%

N/A

studying science.

Kobba Secondary School
1997 - 1999
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Kobba Secondary Schoo

Egypt

1999

C / Good / 65 - 75%

N/A

Kobba Secondary Schoo
1999

Certifications

TICO
Apr 2013

Certificate details

TICO

Apr 2013

N/A

N/A

N/A

Travel Industry Council of Ontario

N/A

Training and Courses

Training/Course Details

Negotiation Skills

Apr 2008

vodafone academy

N/A

This profile is fresh!
Last update 19 days ago.

Jobseeker photo

Profile Skills and Keywords

AVAYAAccountingAccounting And Business/ManagementAdobe PhotoshopAikidoArabicB2BB2CBusiness AnalysisBusiness Planning,Business-orientedBussiness AdministrationCRMCall Center & Operations Senior Supervisor ExpediaCoachingComplaints & Retention Senior RepresentativeComplaints And Retention ManagementConsumer ServicesCrisis ManagementCustomer Care & Ticketing Expert ExpediaCustomer Care RepresentativeCustomer RetentionCustomer ServiceCutomer Experience ManagementDivingEcconomicsEnglishFITFishingHead Of Operations And Contact CenterHead Operations & Call CenterHigh Value Call Center RepresentativeHuman ResourcesInnovativeInternet ResearchJudoKendoLeaderMicrosoft OfficeMusicNegotiation SkillsNinjutsuOutsourcing And Vendor ManagementPeople ManagementPerformance ManagementProblem SolverProblem SolvingReadingScienceSoft PhoneStrategic ThinkingSupportSupportiveTICOTeam BuildingTeam ManagementTelecommunicationsTeleperformance EgyptTourismTravelTravel And TourismTravelingVisual BasicVodafone Egypt

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Microsoft Office

Microsoft Office

: Expert

: Extreme - I love it!

:

More than 7 years

Soft Phone

Soft Phone

: Expert

: Extreme - I love it!

:

More than 7 years

AVAYA

AVAYA

: Expert

: Extreme - I love it!

:

More than 7 years

Internet Research

Internet Research

: Expert

: Extreme - I love it!

:

More than 7 years

Visual Basic

Visual Basic

: Advanced

: Medium

:

3-5 years

Adobe Photoshop

Adobe Photoshop

: Little knowledge

: Medium

:

Less than 1 year

Fields of Expertise

Business Planning,

Business Planning,

: Expert

: Extreme - I love it!

:

More than 7 years

Team Management

Team Management

: Expert

: Extreme - I love it!

:

More than 7 years

Customer Retention

Customer Retention

: Expert

: Extreme - I love it!

:

More than 7 years

CRM

CRM

: Expert

: Extreme - I love it!

:

More than 7 years

Coaching

Coaching

: Expert

: Extreme - I love it!

:

More than 7 years

People Management

People Management

: Expert

: Extreme - I love it!

:

More than 7 years

Team Building

Team Building

: Expert

: Extreme - I love it!

:

More than 7 years

Business Analysis

Business Analysis

: Expert

: Extreme - I love it!

:

More than 7 years

Crisis Management

Crisis Management

: Expert

: Extreme - I love it!

:

5-7 years

Performance Management

Performance Management

: Expert

: Extreme - I love it!

:

More than 7 years

Problem Solving

Problem Solving

: Expert

: Extreme - I love it!

:

More than 7 years

Outsourcing and Vendor Management

Outsourcing and Vendor Management

: Expert

: High

:

More than 7 years

Cutomer Experience Management

Cutomer Experience Management

: Expert

: Extreme - I love it!

:

More than 7 years

Complaints and Retention Management

Complaints and Retention Management

: Expert

: Extreme - I love it!

:

5-7 years

Strategic Thinking

Strategic Thinking

: Expert

: Extreme - I love it!

:

3-5 years

FIT

FIT

: Expert

: Extreme - I love it!

:

5-7 years

B2B

B2B

: Expert

: Extreme - I love it!

:

5-7 years

Human Resources

Human Resources

: Advanced

: High

:

5-7 years

B2C

B2C

: Advanced

: Extreme - I love it!

:

5-7 years

Key Skills

Leader, Business-oriented, Problem Solver, Innovative, Supportive

Online Presence

https://www.linkedin.com/profile/view?id=335169163&trk=nav_responsive_tab_profilehttps://www.facebook.com/mohamed.othman.3705

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