AHMAD KHALED RAWWASH

Work History

Flairstech (Flighthub CA)

Maadi

09.2022 - Current

Produced comprehensive investigative reports and official correspondence with company rules.
Applied fare rules of each airline and related policies, and issued payouts to cover variance caused by errors when found.
Conducted confidential investigations of potential insurance violations.
Received, analyzed and responded to less complex allegations of misconduct.
Obtained evidence through direct records reviews and conducted coaching sessions with agents with errors, suspects and confirmed error makers.
Boosted productivity by training and guiding more than 20 employees
Trained and supervised team of payout agents.

Flairstech (Flighthub CA)

Maadi

03.2022 - 08.2022

Coordinated and planned leisure, air, tour and cruise travel arrangements
Arranged insurance to safeguard clients in case of international emergencies
Used proper industry terminology, codes, and procedures to give clients optimal service
Helped clients resolve problems before, during, and after travel
Promptly responded to inquiries to promote professional-client relations
Followed fare requirements, company rules, and international tariff requirements to build client packages
Calculated travel costs, accommodations, and applicable taxes or tariffs for each customer
Handled all aspects of clients' bookings, including airfare, and car rental reservations.
Used to be top achiever consecutively for more than 6 months with KPIs score of 95%+ per month.

Etisalat Global Services

Maadi

10.2021 - 03.2022

Provided solutions, recommendations, and replacements with empathy and positive feedback
Shared insights with management regarding member inquiries, concerns, and complaints to improve products, operations, and policies
Answered calls from customers and assisted with special requests or resolving complaints
Trained and mentored employees and teams on customer service techniques
Generated reports, correspondence, and documentation for internal and customer use
Processed customer product orders in collaboration with third-party fulfillment vendors.
Implemented new customer service programs to boost customer's satisfaction by increasing detailed info, and avoided error committed by agents missing info by 25%.

RCX (Etisalat UAE)

Maadi

07.2018 - 10.2021

Handled Customer inquiries (Billing and technical)
Communicated new and relevant information to customers and followed up on promises
Returned customer calls and responded to inquiries and complaints
De-escalated customer complaints using specialized communication techniques
Resolved customer inquiries, complaints, and issues and used problem-solving techniques to provide solutions
Validated data and resolved problems related to system-generated information
Trained and mentored employees and teams on sales and customer service techniques
Conducted follow-up calls at customer locations
Documented detailed notes in CRM system to track customer interactions
Utilized computer systems to research and record account information
Completed paperwork associated with merchandise, price adjustments, customer returns, and cash register operation
Answered incoming calls and assisted customers with questions.
Supervised and trained team of 35 agents and managed to make them score average more than 75% and it was more than 10% above average.