Bassem El Kheshen

- Ensures that a company's everyday activities run smoothly.

- Create the business processes and documents for each department through analysis and collaboration

- Get involved in long-term business planning at the managerial and executive level

- Analyze the performance of support functions for departments such as human resources and make recommendations for improvement.

- Determine customer service requirements by maintaining contact with customers; conducting surveys; forming focus groups; benchmarking best practices; analysing information and applications

- Receive customers complaints identify Root cause analysis and record all corrective/preventive actions

- Revise and maintain quality records

- Analyse statistics or other data to determine the level of customer service your organization is providing

- Recommend improvement revenue generation options & customer satisfaction improvement
processes to ensure we meet the standards required.

- Acting as MR
- Feedback quality problems to the production team and find a solution to improve quality level.
- Recommending improvement revenue generation options & customer satisfaction improvement
processes to ensure we meet the standards required.
-Implemented and managed IMS (Integrated Management System) ISO 9001/114001/ISO 18001
- Motivating agents & ensure they receive the correct training and development to excel in their
environment.
- Recommending product and process development based on customer feedback and analysis
trends.
- Providing TNA to training department on soft skill and Product Knowledge parameters.
- Ensure that all potential hazards and the risks associated with them are identified, evaluated and control measures for mitigation of these risks are in place.
- Ensure compliance to the OHSAS 18001 based procedures with the co-operation of the all Department Heads and Supervisors as in site.
- Ensure that all environmental aspects and impacts at Sharaf Travel are identified, analyzed and evaluated.
- Ensure compliance to the ISO 14001 based procedures with the co-operation of the all employees
- Set the annual HSE target
- Conduct IMS awareness training
- Conduct internal audits on a regular basis, on multiple sites, to insure compliance with the Integrated Management System.

- Provides guidance and direction to Call Center staff in regards to scheduling,
training, and Call Center operations; monitors call center activities to ensure services
are provided to customers on a timely basis and quality control standards are met;
assists in securing and maintaining service level agreements (SLA) with various
departments.
- Reviews calls received, schedules service, and assigns to appropriate staff for
action if unable to resolve.
-Monitors status of all active requests, revises priority status as needed; follows up on
all service requests to ensure customer satisfaction; coordinates and confers with
assigned staff on progress and changes in schedule / status.
- Provides guidance and assistance to the Call Center staff in problem resolution
- Gathered and analyzed performance data and prepared reports for management
regarding Call Center activities, trends, problem areas and training needs.
-Developed Call Center policies and written standard
operating procedures; prepared training manuals and other materials.

• Successfully trained and licensed 9 Service/Sales Expedia.ca Classes.
• Coaching teams to consistently achieve and succeed targets.
• Staff Supervision / Development.
• Devised and wrote training manuals, worksheets and workbook for specific training courses.

• Delivered Soft Skills Training.
• Delivered Product training to (Microsoft, Dell, Lexar Media, GMME, Orascom HD,
Coldwell Banker, Emaar, Al Kharafy, NBG, Better Home).
• Delivered (Leadership/Motivation) sessions.
• Organized trainers and facilities for on-site training with clients.
• Audited by the COPC.
• Designed and presented customized training courses covering a range of sales
Service and management issues.

• Monitored and scored Agents transactions (Calls-Emails-Faxes) with End users.
• Monitored and Scored Supervisors transactions with the client (Weekly Reports).
• Coached teams on Call Center Culture.
• Responsible for preparing and presenting the Weekly and Monthly Quality reports.
• Audited by the COPC

• Supervised a team of 10
• Monitored and scored the team Calls
• Closely monitored and coached the agents
• Was responsible for hourly and daily reports.

• Conducted 3 Acting work shops. May 2005 to Dec 2007
• Supervised the graduation projects for each member of the workshops.
• Directed 3 plays.
• Directed 2 short movies