Reporting to operations Manger.Assist in the Launching the contact center.Managing a team of agents towards providing excellent customer service.Using monitoring tools and different coaching techniques to achieve exceptional customer service.Handling escalated issues.Responsible for analyzing and presenting daily performance reports.Recording and communicating individual agent’s performance reports including adherence, productivity and revenue.Assisting Operation Manger in day to day coordination and management of business operational activities.Manage scheduling & attendance.Optimizing agents performance through the use of workforce applications.Forecasting, scheduling, reporting and quality assuring.Cooperating with Marketing and Development team to achieve the company vision.Assisting in recruiting, hiring and training of team members.Assisting Operations manger in reducing operating costs.

Reporting to Flight Operations Supervisor Responsible for Managing the customers through the channels ( Calls , Emails and Social Media )Dealing with the Corporates Companies Handling the Failed bookingsDealing and Following with the GDS and Airlines

Reporting to FFT MangerResponsible for Following the BSPHandling the ADM cases Contacting the GDS and the Airlines

Reporting to the Customer Service Manger Responsible for Training the new patches , Supporting the new employees on the floor after training as SME.Updating the employees with the new updates.Trains more than 200 employees.

Reporting to the Customer Service Manger Responsible for Managing the Customer needs through (Emails,Calls and Social Media)Managing the GDS users ( Creating , Reset and Block)Dealing with the GDS team and the AirlinesAssisting Sales Team to achieve their targetsSaving and reducing the losses.GDS Admin Dealing with Hotels and SuppliersManaging the floor and Delegating the shiftUsing FD and CRM Top achiever During 2018 and 2019

• Handling Customer request for Flight Tickets.• Issuing Flight tickets using Sabre and handle Reissue, Refund, and partial refund.