Mohammed Affan

• Prepared Excel-based reports for business insights and conducted competitor analysis to improve website
performance.

• Conducted agent coaching, evaluations, and performance reviews.

• Led a team of agents, ensuring adherence to KPIs and
service quality standards
• Trained and supported team members on handling calls and
using CRM tools effectively
• Managed daily operations including shift planning, call
flow, and queue management
• Reviewed and followed up on customer complaints via
phone and email to ensure resolution
• Monitored and reported on team performance and customer
satisfaction metrics
• Upsell additional services such as upgrades, car rentals, or
guided tours to maximize sales

• Led a team of call agents ensuring high service standards and customer satisfaction.

• Logged interactions in CRM and ensured consistent follow-ups.

• Assist clients in planning and booking holiday packages,
including flights, accommodations, tours, and travel
insurance
• Provide expert advice on destinations, travel routes, and
itineraries based on client preferences and budgets
• Handle inquiries via phone, email, or in person, ensuring
prompt and accurate responses
• Maintain up-to-date knowledge of travel trends, visa
requirements, and special promotions
• Use booking systems and CRM tools to manage
reservations and customer information
• Resolve customer issues or changes before, during, or after
travel to ensure a positive experience