Aiman Mohammed

Supervised 5 Team Leaders and more than 43 Customer Service Agents across multiple
operational teams.
Acted as the primary point of contact between operations and clients, ensuring effective
communication and service delivery.
Prepared and presented operational reports, performance reviews, and business insights to
clients and senior stakeholders.
Utilized Root Cause Analysis methodologies, including the 5 Whys framework, to identify
operational challenges and implement corrective actions.
Monitored KPIs, service levels, productivity, quality scores, and customer satisfaction metrics.
Led performance management initiatives and collaborated with Team Leaders to improve team
results and operational efficiency.
Supported workforce planning, escalation management, and continuous improvement projects.

Led a team of 15 Customer Service Representatives in a high-volume contact center
environment.
Achieved and maintained Customer Satisfaction (CSAT) scores ranging between 89% and 92%.
Awarded Team Leader of the Month twice for exceptional leadership and team performance.
Conducted regular coaching sessions, performance reviews, and development plans for team
members.
Managed escalations, monitored KPIs, and ensured compliance with operational standards and
service level agreements.
Drove team engagement and performance improvement initiatives resulting in consistent
achievement of business targets.

Provided professional customer support within a fast-paced contact center environment.
Assisted customers with travel-related inquiries and booking modifications using Amadeus and
Galileo systems.
Maintained service quality standards and ensured customer satisfaction through effective
problem-solving and communication.
Handled customer complaints and escalations while adhering to operational KPIs and SLA
requirements.