Volunteer
Booking.com
Total years of experience :16 years, 5 Months
•Mentored new volunteers on cultural awareness and supporting refugees and immigrants.
•Created and presented regular performance report of charities impact based on budget allocated and fundraising completed to senior leadership.
Worked as a freelance interpreting Manager, where duties included translating or interpreting for clients, both private and public.
•Preparing interpretation of reports from languages such as Swedish, English, Arabic, Tigrinya and Norwegian.
•Completing management consultancy projects for international clients, which involved working with call centre agents who are multilingual to identify their development and training needs.
•Other projects have included assessing credit risk of international clients in relation to company’s criteria.
Managed the reservations team of 30 agents responsible for guests visiting to and from the Middle East and Africa regions. Indirectly managed an international team of 200+ This included the VIP guests where service extended beyond that of a regular reservation service, including arranging visa for honors guests and private transportation and security measures for visits.
•managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations;
•carrying out needs assessments, performance reviews and cost/benefit analyses;
•setting and meeting performance targets for speed, efficiency, sales and quality;
•ensuring all relevant communications, records and data are updated and recorded;
•Over 250 hoteliers in the Middle East & Africa regions reported to me on daily operational tasks.
•First point of contact for severe escalated calls or complaints.
•Managed absence, disciplinary procedures and recruitment for staff in the region. Also reviewed internal policies in place and introduced changes where required.
•Responsible for conducting coaching sessions to enhance performance of team in line with guest expectations.
•Compiled weekly reports on performance in line with set SLA and KPI targets.
•Worked with HR team to devise job specification and training course for new recruits.
•Translated documents and conversation by agents and hoteliers in Arabic and English.
•Supported the team to improve revenue and call quality performance week by week. Improved the weekly gross profits generated from $250000 to $450000+ within 7 weeks after assessing where opportunities could be further explored by team on calls. Training devised on conversion of query calls to turn them into confirmed sales calls.
•Identified training needs of call centre agents in accordance to performance to further develop skills and where applicable, devise action plan.
Worked in the credit risk department, where the focus was on gaining payments with high risk customers, and to lower the overall debt owed to the organization.
•Exceeded all set targets, including the cash collection targets set at 100K per month.
•Was the top performer in the company on a regular basis over the 5 year period.
•Trained new staff on the in-house software system used.
•Analyzed monthly data on site performance and made recommendations on which areas could be improved and how implementation could be made successfully.
•Built solid relationships with customers resulting in repeat business from them and the percentage rate of them paying the following month, was 60% higher.
•My average percentage of payments promised by customers, was over 89% in comparison to the company average of 55%.
•Attended ongoing training courses in credit management and debt risk.
•Resolved complaints issued to the departments, main point of contact for Arabic, Norwegian and Swedish speaking account holders.
•Supported Line Manager with other duties, including conducting team reviews, daily meetings and producing actual and forecast performance reports.
Worked with a team of 100+ people in a contact centre, where the aim was to ensure new business sales targets were kept at all times and to ensure the set targets were met and where possible, exceeded.
•Motivated staff to ensure maximum ability displayed at work, resulting in increase in sales, by encouraging team building activities which did not conflict with the work.
•Produced daily statistical figures highlighting current performance and cash flow data to board of Directors.
•Worked as part of the human resources department, where I redesigned performance related reviews and assessed sickness and absence for staff.
•Monitored individual agents actual performance on hourly basis in regards to wrap time, calls per hour, cash collected and sales targets met.
•Supported the Managing Director in reviewing performance analysis reports and attended stakeholder meetings and where required, implemented new changes to department.
•Assessed department performance against Continuous Improvement model to encourage ongoing improvement of overall function.
•Trained team members on an ongoing basis, in both the software systems used and communication skills to allow them to gain as much sales as possible.
•Completed Treating Customers Fairly course and retrained all staff to promote conduct as set out by FSA. Also completed further training courses in line with FSA regulations.
•Resolved any complaints or escalated calls for the department.
•Responsible for inducting the health and safety process for new staff.
Training The use of Magellan dialer system.
Health & Safety at work.
Collections and sales training.
knowledge on UK employment law.
•Strong people leader with ability to influence across various cultural sectors.
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•Lead and supported the improved performance of a site in France, resulting in office become second highest performing site globally and maintain high caliber of quality of output and service.
•Opened a new office operating 24/7 for company in London and recruited 4000 fte’s, along with building employment law knowledge of direct reports and peer.
•Supported the development and promotion of 21 team members within 1 year.
•Implemented several quality processes within the organization which supported efficiency of staff working and reduced costs.
•Lead department and the teams’ performance resulting in increasing overall gross profits from 250K to 450K within 2 months for MENA market.
•Progressed to two more senior roles within my first 2 years with an organization.
•Learnt 6 languages to fluent or native level.
Business, Human Biology, Sociology A-Level St Philips Sixth Form (B, B, C)