Muhammad Emad

Quality Assurance SpecialistFull Time

• Job Details:Conducted root cause analysis and collaborated with other departments to resolve recurring issues. Co-led a new quality process implementation that increased main queue scores from 70% to 90% after 5 months. Rebuilt and implemented a new scorecard for the email queue, improving performance from 77% to over 90%.

Travel Consultant & Subject Matter Expert (SME)Full Time

• Job Details:Handled customer inquiries via chat and email, using GDS tools and airline portals to resolve issues independently. Promoted to SME within four months to onboard new hires, deliver system training, and support agents across multiple platforms. Led improvement efforts in the email channel, enhancing SLA and streamlining operations by 40%.

Travel ConsultantFull Time

• Job Details:Managed a wide range of travel inquiries, including booking amendments, cancellations, visa requirements, and flight information. Chosen to help launch Cleartrip ME two months into the role, managing GCC market requests and mastering Sabre GDS. Coordinated directly with airlines and suppliers, unlocking advanced tools and support processes. Improved queue NPS from -5 to +34 within three months, enhancing customer satisfaction and service experience.