محمد فرحان شيخ

Supervise & support customer service representative during
daily operations.
Handle escalated cases or chats to ensure timely resolution.
Monitor chats and cases resolved quality to maintain the service
standards.
Give one on one quality feedback to each team member
monthly bases on the performance.
Track team performance against KPIs (AHT, productive hours &
Average chats or case resolved).
Prepare weekly and monthly reports for the management and
share the same with the team.

Assisting the customers in troubleshooting their issue related to
the Services.
Implementing preventive controls like spend limits, multi factor
authentication on the account.
Arrange technician as per customer requirement.
Ensure data safety and security of the customer.
• Assisting customers with their billing.
• Make sales to the new customers and upselling to the Existing
customers.

Worked as PSE for different international airlines like Air
Canada, KLM & Air France.
Check-in passengers for their respective journeys.
Assist with immigration and custom clearance.
Handle high class diplomat passengers for boarding flights.
Handle boarding of the flight.