Eman Abdelnasser

• Strategic planning and execution to enhance profitability, productivity, and efficiency throughout operations
• Develop annual operating budgets and provide fiscal direction for all units
• Manages the contact center operations and its various components
• Ensures Scope of Work compliance and metrics goals of client and organization. Including, but not limited to, Financials KPIs, Client KPIs, CSAT, ESAT and KSAT
• Prepares and reviews financial and operational analyses and reports on a timely manner and at request
• Manages and develops a team of assistant managers in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Center.
• Oversees the processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritize their actions for the day
• Continuously investigates and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate.
• Leads the implementation and development of policies and procedures consistent with those of the organization
• Leads the Client relations through proactive, and objective communications
• Leads all operations and support function teams to ensure the success of operations, including, but not limited to:

· Calibers hiring and training· Subordinates Performance Management· Client Knowledge Updates· Real Time Management

• Leads the improvement, optimization and stabilization of business processes and designs using Six Sigma standards, and when applicable, Projects.
• Ensure all company's policies and procedures are adhered to including but not limited to, Security, HR, Operations, and any known infractions of any of these corporate policies and procedures are communicated to the proper Management

• Analyzes the performance of supervisors and the team intraday/daily/weekly and monthly basis to maximize business performance
• Review financial data and take actions as required
• Hold educational learning plan for the team of supervisors
• Hold daily / weekly / monthly meetings to focus and highlights the business priorities
• Identifies those supervisors who are not meeting goals and agree on an action plan , praise and motivate the good performers
• Studies performance reports to develop Agent Follow up tools to enhance performance of low performing Agents
• Analyses data to identify priority actions for their team of Supervisors
• Ensure that all global initiatives are applied in line with company standards
• Signs all payroll related issues created by Supervisor for approval
• Issues Incident Reports, disciplinary actions and/or human resources related documents
• Communicates achieved numbers and action plans for current opportunities to the client with a glide path for improvement

• Answering customers'' inquiries over the phone (after sale)
• Clarifying and explaining travel agency's policies to the customers
• Educating the customer through the travel agency's website
• Working on Sabre ticketing system
• Helping customers build, change or cancel trip itineraries including airfare tickets, hotel reservations and car rentals
• Handling schedule changes with the airlines on customers' behalf
• Handling escalations and irate customers
• Documenting all data to build a file for the customer at the end of each call, Responsible for creating a team spirit between a minimal of 10 agents
• Evaluating my teams' performance, coaching them on their opportunities, using multiple coaching techniques to develop and help them build their career path
• Working proactively on account level, to ensure all company's policies are being met to the clients' satisfaction, and to resolve any sudden issues
• Report to the higher management level, the associated metrics, and any issues that might affect them
• Creating presentations and training materials.

• Answer customers' inquiries in forms of inbound / outbound calls
• Help customers amend / cancel their travel arrangements

• Organizing the center's internal affairs (classes timings, payments)
• Answering clients questions and collecting guests data
• Organizing clients data into an excel sheet