Ahmed Musa
Hadayek Helwan
Summary
Team manager at Concentrix, Expedia account and experience In people management and performance driving
The ability to adapt and deliver the information for each different agent and good communication with the management,
social and emotion intelligence and adapting to every different Co-worker to deal with the right way with them
The availability all the time and the responsibility towards Job
Setting expectations and rules without pressure
Controlling emotions in any different situation to make the right decision
Experience in GDS and flight systems like Amadeus and Farelogix and sabre, dealing with the pricing, fares and refunds,
Results-oriented Operations Team Leader with flexible and creative approach to handling routine and complex operational challenges. Clear and disciplined with skill in inspiring employees to meet and exceed performance targets. Skilled Operations Team Leader bringing self-directed and confident management style developed over 2 years of experience. Oversees training, documentation and financial reporting. Excellent problem-solving, conflict management and project coordination skills.
Overview
4
4
years of professional experience
Work History
Operations Team Leader
Concentrix, Expedia global
Cairo , Cairo Governorate
3 2022 - Current
- team-leading, coaching, and auditing the team members to ensure quality
- Keeping up updated with company updates, knowledge and help to deliver it for team member
- Taking ownership and help with operations tasks
- Validating and giving authorization for team member for the actions should be taken
- People management and performance driving
- Adapting with most of the team member different characters and personalities
- Taking the corrective actions for each and every incident to keep the team and everything in order
- Identify the outliers and setting an action plan to achieve overall required targets
- Advanced GDS handling, Amadeus, Sabre, and Farelogix,
- I was able to work with two PNRs and maybe more at the same time and two chats with high organization and high validation to take the right action without any mistakes
- Also served hotel reservations, car rentals, activities, and shuttles besides the flights
- Former SME and supporting rules regarding GDS knowledge and Flight cases resolving
- Calculating refunds, handling airline schedule changes
- Developed and maintained relationships with travel suppliers to ensure access to the best travel options and deals
- Coordinated travel arrangements, ensuring that all details and requirements were met
- Assisted customers with flight and hotel bookings, travel insurance, and other travel-related services
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Coordinated team schedules, ensuring optimal staffing levels were maintained at all times.
- Managed high workload with consistent record of achieving deadlines and production targets.
- Kept team activities in compliance with safety, regulatory and environmental guidelines.
- Set schedules and oversaw daily workflow.
- Analyzed data to identify areas for improvement, resulting in higher levels of customer satisfaction.
Customer Service Representative
Amazon
2021.02 - 2022.02
- Conducted thorough investigations and gathered necessary data to provide accurate solutions to customer issues
- Resolved customer complaints quickly and effectively, resulting in a 90% reduction in customer attrition rate
- Demonstrated empathy and understanding when dealing with difficult customers, resulting in a 90% decrease in complaints
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Education
Bachelor of Arts - Arts and humanities, English department
Suez Canal University
Ismailia 2022.07 - 2022.08
Skills
Operational risk management
Operational management
Team performance analytics
People Management
Microsoft Excel
Time management skills
Quality Assurance
Efficiency improvement skills
Languages
Arabic
English
Timeline
Bachelor of Arts - Arts and humanities, English department
Suez Canal University
2022.07 - 2022.08
Customer Service Representative
Amazon
2021.02 - 2022.02
Operations Team Leader
Concentrix, Expedia global
3 2022 - Current
Similar Profiles
Kirolos Amir FakhryKirolos Amir Fakhry
Trip Advisor at Concentrix, Expedia accountTrip Advisor at Concentrix, Expedia account
Daniel DetwilerDaniel Detwiler
Global 7500/6000 Captain at IAC Expedia GlobalGlobal 7500/6000 Captain at IAC Expedia Global
IYOBOSA EVBUOMWANIYOBOSA EVBUOMWAN
Incident Response SOC Analyst at Expedia Global TransferIncident Response SOC Analyst at Expedia Global Transfer