Summary
Overview
Work History
Education
Skills
Timeline
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OMAR KHALED

OMAR KHALED

Senior Customer Relations Executive
Haram

Summary

Personable Customer Relations leader driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings. Demonstrated success in utilizing current technologies to broaden access between customer and organization and improve response time.

Overview

3
3
years of professional experience
4
4
years of post-secondary education

Work History

Senior Customer Relations Executive

Wego.com For Tourism & Travels
08.2023 - Current
  • Customer Service Management
  • Monitoring Customer relations and satisfaction
  • Participated in initiatives aimed at improving overall team performance and enhancing the quality of support provided to customers.
  • Collaborated with cross-functional teams to address customer concerns and implement effective solutions.
  • Face to face customer service and handling escalations smoothly to ensure an ultimate resolution that ends with customer satisfaction
  • GDS expertise within all its branches including RBD

Lead Senior Customer Service Specialist

Booking.com
04.2022 - 07.2023
  • Conducted regular performance reviews, identifying areas for growth and development among team members.
  • Contributed to the development of customer service standards and best practices for use across the organization.
  • Championed company policies while remaining empathetic to customer concerns during difficult interactions or negotiations.
  • Improved customer satisfaction by addressing and resolving complex inquiries promptly and professionally.
  • Managed high-stress situations effectively, maintaining composure while deescalating conflicts with customers or team members.

QUALITY ASSURANCE ANALYST

Shahid.net
01.2022 - 04.2022
  • Performed quality inspections and drafted reports to detail non-conforming material issues
  • Improved customer satisfaction levels with timely resolution of nonconformance issues and effective corrective actions
  • Checked the quality of other colleagues' work and bugs in the application, as I've managed to detect and report many bugs that have led to the application's constant updating

SENIOR CUSTOMER SERVICE SPECIALIST

Amazon UK
10.2021 - 01.2022
  • Developed strong customer service skills, including effective communication, problem-solving, and empathy, during my time at Amazon Retail Customer Service
  • Managed high-volume call center operations, ensuring prompt service and reduced wait times for customers.
  • Served as an escalation point for challenging customer situations, effectively diffusing tension and achieving satisfactory resolutions.
  • Maintained comprehensive knowledge of company products and services to provide accurate information and guidance to customers.

Education

Bachelor's Degree -

Faculty of Alsun, Ain Shams University
01.2021 - Current

Skills

  • Fast Learner
  • Client Support
  • Ability to Work Under Pressure
  • Adaptability
  • Ability to Work in a Team
  • Critical Thinking
  • GDS Expertise
  • Proficient in Sabre GDS
  • Ticket Cancellations
  • Reissues
  • New Ticket Creation
  • Hotel Bookings
  • Car Rentals
  • Travel Agencies
  • Hotelier Services
  • Adaptation to Multiple Cultures
  • Effective Communication
  • Problem-Solving
  • Empathy

Complaint handling

Customer feedback analysis

Timeline

Senior Customer Relations Executive

Wego.com For Tourism & Travels
08.2023 - Current

Lead Senior Customer Service Specialist

Booking.com
04.2022 - 07.2023

QUALITY ASSURANCE ANALYST

Shahid.net
01.2022 - 04.2022

SENIOR CUSTOMER SERVICE SPECIALIST

Amazon UK
10.2021 - 01.2022

Bachelor's Degree -

Faculty of Alsun, Ain Shams University
01.2021 - Current

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OMAR KHALEDSenior Customer Relations Executive