Ahmad Al-Alami

\[Contact Center Team Leader, Samsung Gulf\]
• Organizing, supervising and evaluating the work of Service Advisors.
• Produce regular activity reports for higher Management in addition to spotting and addressing issues.
• Making sure employees’ daily activities are completed in a timely manner.
• Handling escalations and ensuring that they are solved.
• Establishing and maintaining a connection with Vendors and Partners.
• Motivate employees.
• Preparing agents’ attendance, leaves and vacations reports.
• Following up on working plans to achieve assigned goals and objectives.
• Monitoring of assigned queues.

\[Senior Customer Service Representative, Barakeh Travel\]
• Organizing the work of Service Advisors.
• Making sure employees’ daily activities are completed in a timely manner.
• Handling customer complaints and ensuring that they are resolved.
• Establishing and maintaining a connection with Vendors.
• Follow up on requests sent and received from the vendors.
• Monitoring of assigned queues.

\[Customer Service Representative, Saudi Airlines\]
• Answering phones from customers professionally and responding to customer inquiries and complaints. • Researching required information using available resources.
• Completing call notes and call reports as necessary and updating them in the CRM.
• Identifying, escalating priority issues and reporting to the high-level management.
• Managing administration, communicating and coordinating with internal departments.