Basic Info

Mohamed Othman

14 years

Cairo, Egypt

Bachelor's Degree

Senior Management

Work Experience

Head Of Operations & Call Center at Click The World Travel

Experience Details

Head Of Operations & Call Center

Tourism/Travel

Manager

-Supervises 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.
-Motivates coaches, and handles staff issues and complains.


Company Details

Click The World Travel

Cairo, Egypt

501-1000 employees

Travel and Tourism

www.click.sa

Mar 2015 to present (2 years 4 months)
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 years 1 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

See 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'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

Negotiation Skills at vodafone academy
Apr 2008

Training/Course Details

Negotiation Skills

Apr 2008

vodafone academy

N/A

Mind Mapping at vodafone Academy
Apr 2007

Training/Course Details

Mind Mapping

Apr 2007

vodafone Academy

N/A

Find A Way To Say Yes at vodafone Academy
Jun 2009

Training/Course Details

Find A Way To Say Yes

Jun 2009

vodafone Academy

N/A

Performance Management at Teleperformance Egypt
Mar 2012

Training/Course Details

Performance Management

Mar 2012

Teleperformance Egypt

N/A

OPS at Teleperformance Egypt
Dec 2011

Training/Course Details

OPS

Dec 2011

Teleperformance Egypt

Operational Processes & Standards

This profile is fresh!
Last update 1 days ago.

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Profile Skills and Keywords

AVAYAAccounting And Business/ManagementAdobe PhotoshopAikidoArabicB2BB2CBusiness AnalysisBusiness Planning,Business-orientedCRMCall Center & Operations Senior Supervisor ExpediaCoachingComplaints & Retention Senior RepresentativeComplaints And Retention ManagementConsumer ServicesCrisis ManagementCustomer Care & Ticketing Expert ExpediaCustomer Care RepresentativeCustomer RetentionCustomer ServiceCutomer Experience ManagementDivingEgyptian Labor LawEnglishFITFind A Way To Say YesFishingHead Of Operations & Call CenterHead Of Operations And Contact CenterHigh Value Call Center RepresentativeHuman ResourcesInnovativeInternet ResearchJudoKendoLeaderMicrosoft OfficeMind MappingMusicNegotiation SkillsNinjutsuOPSOutsourcing 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

Egyptian Labor Law

Egyptian Labor Law

: 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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