Lead - Account Management
Sutherland Global Services - Egypt
Total years of experience :7 years, 0 Months
-Leading a team of 14 - 18 new hires.
-Supporting the team in knowledge/technical inquiries.
-Setting Improvement Plans using S.M.A.R.T targets to help BQAs achieve their KPIs.
-Implementing RCA techniques on collected agent error data to identify knowledge gaps, then verifying with the SMEs to confirm knowledge gaps and arrange refreshers with the training department.
-Responsible for building and delivering account level daily reports.
-Building improvement presentations and present to account level BQAs.
-Handling client escalated cases.
-Monitoring queue when needed, insuring we meet delivery targets
Skills: Lean Six Sigma · Service Delivery · Microsoft Office · Change Management · Coaching · Root Cause Analysis · Business Process Improvement
-Joined the launching waves.
-Worked on Amadeus GDS.
-Handled Chats and Calls.
-Handled General Inquires, New Bookings, Ancillary Booking, Changes, Cancellations and Flight -disruptions.
-Was selected to support the floor, then supported the new hires.
-Was recognized "Employee of the quarter" in Q3 2022.
Skills: Customer Service · Airline Ticketing · Amadeus GDS · Salesforce.com
