محمد عادل محمد أبوسريع

Segment A&B Properties

Expedia Group, Prague, Czech Republic (2022 - Present)

• Managed a portfolio of 200+ Segment A&B properties in the French market, focusing on premium and mid-tier hotels.
• Boosted partner revenue by 25% through tailored performance plans, pricing strategies, and marketing initiatives.
• Provided expert-level consultation to partners on Expedia tools, ensuring they leveraged data insights for maximum exposure and conversion.
• Designed and executed strategic campaigns that improved property visibility and competitive ranking in the French market. Collaborated with partners to ensure optimal inventory management, rate parity, and promotional participation. Delivered quarterly performance reviews to partners, identifying opportunities.

Partner Relationship Management: Serve as the primary point of contact for lodging partners, fostering trust and long-term collaboration. Address partner inquiries, resolve issues, and guide them on using Expedia tools effectively.

Performance Optimization: Analyze partner performance metrics, identifying trends and actionable opportunities to improve visibility and bookings, and Implement strategies for better pricing, availability, and travelers engagement.

Competitiveness Strategies: Monitor market trends, competitor activity, and traveller behaviours to provide partners with insights to stay competitive. Adapt strategies based on changing market dynamics to ensure continued success.

Cross-functional collaboration: Work with internal teams to align on partner needs and deliver tailored solutions, facilitating seamless communication to support mutual goals.

Training and Insights: Educate partners on leveraging Expedias tools, features, and market insights to grow their business. Deliver performance reports and recommendations to drive data-informed decision-making.

• Supervised a team of 15+ customer service agents for Amazon France, focusing on providing high-quality support for French-speaking customers.
• Ensured the team met or exceeded performance metrics, including average handle time, customer satisfaction, and first-call resolution.
• Implemented process improvements that reduced response times by 20% and enhanced overall team efficiency.
• Managed escalations and complex customer issues, achieving a 98% resolution rate.
• Conducted regular performance reviews and coaching sessions, providing feedback to help agents meet their KPIs and enhance their customer service skills.
• Developed and maintained strong communication channels between the operations team and client (Amazon), ensuring a seamless customer experience.
• Led the implementation of training programs, improving new hire onboarding time and ensuring continuous development of existing team members.
• Spearheaded quality assurance initiatives, resulting in a 10% increase in customer satisfaction within six months.

• Led a team of 25+ technical support agents responsible for resolving customer issues related to Booking.com services, such as reservation management, payment inquiries, and troubleshooting technical problems.
• Implemented operational strategies that led to a 15% reduction in response times and a 20% improvement in resolution times for complex technical queries.
• Monitored and evaluated agents performance through KPI analysis, ensuring the team met customer satisfaction (CSAT) targets and first call resolution (FCR).
• Provided ongoing technical training and coaching, increasing the teams technical expertise and problem-solving capabilities.
• Managed escalated technical issues, ensuring timely and effective solutions and maintaining high customer satisfaction levels.
• Conducted regular one-on-one coaching sessions with team members, providing feedback to improve both individual performance and team outcomes.
• Collaborated with cross-functional teams (e.g. Operations, Account Managers) to troubleshoot and resolve complex technical issues.