Reham Mohamed El Bayouk

• Leading and inspire team members to offer outstanding services to customers at all type of calls: complains during trip, No show travelers, cancellation, flight changes & visa rejection …etc. • MOTIVATE team to achieve workload targets and ensures the team is meeting and exceeding these targets from quality and quantity perspective. • ENCOURAGE the team to take ownership in resolving customers’ trip issues and to identify ways to personalize the experience of every customer, whenever possible. • REPORTING after acting as the first line of escalation for complaint and report refunds/compensation to call center director & Finance team. • OVERSEE team’s attendance and daily performance. • PLAN and organize team monthly schedule. • Daily and weekly coaching about any new promotion, destinations, visa rules, general instruction. • Review all daily/weekly/monthly agents’ reports and taking required corrective actions. • Calls monitoring, quality assurance, scripting and complaints’ handling & problems’ resolution. • Control agents’ attendance, breaks, not ready and log-out times, no- shows and overall log-in times. • Provide training sessions for new agents in *(customer care & sales technique).
Achievements:
• Started from DAY ONE with Holiday Factory since they started Jun, 2014 as Sales and customer care agent and grow step by step. • Built a long great relationship with our travelers to maintain their loyalty. • Built great relationship with suppliers, team, marketing to enjoy and create good environment. • Be part of company growth/ and improving services with creative new idea throw the years. • Ocular visits to the partner resorts in the Maldives and Istanbul, based on the company’s product quality assurance program. • Handling gathering, events for the team.

 Open cases through the (CRM system).
 Updating the Customer details.
 Explaining procedures to the customers.
 Following up with the lab and repair line, to update the customers and ensuring delivery of their units within proposed timeframe.
 Prepare all daily and weekly reports required by Management (Sales, Refund, Petty cash, Stock product, attendance, stand by units& adapters, cases list, repair line invoices and exception team invoices).
 Preparing all the inquiries: (Stationery, Toners for the staff’s printer, staff’s requirement etc).
 Organizing incoming mail as requested.
 Creating Quotations required by Repair Specialist.
 Creating Invoices required by Management.
 Referred problems or complaints to exception team.
 Follow up with the exception team for the pending cases.
 Managing meeting & training schedule.
 Handling Cash, credit slips and creating daily sales reports.
 Maintaining a warm, professional relation with customers.

 Knowledge in the laws of the pension and social security and finish all Transactions for new employees and employees who are ending their services.
 Responsible for preparing all the paper for Car loans, reporting accidents of drivers of the corporation.
 Preparation of official correspondence.
 Follow- up procedures of Retirement staffs and sending letters before three months from of retirement.
 Attend meetings with the Pension Authority.
 Translation of Job Titles, and the preparation of ID cards for new staffs.
 Preparation procedures for the end of services, such as an acceptance of resignation, experience certificate, update the system and follow-up for station clearance and sent to the Finance Section.
 Prepare ID cards; make all entries for new joiner through the system.
 Cooperate with departments/individuals to use HR4me in order to reduce manual transactions.
 Coordinated with Regions/Departments to ensure smooth flow of staff requests and documentation to Central HR Department.
 Respond to all inquiries Line Assistant (Help Desk) and directing the staff to end their transactions.
 Updating different information in the system.
 Ensured a customer friendly and efficient HR Front Office.
 Supported on-line HR (HR4me) requirements and coordinated with the HRMS assigned responsibilities.

 Receiving all locals and International calls.
 Experience with customer services.
 Solving complains and problem.
 Calm and convincing nature is my strengths towards upset clients.
 Work calmly under Pressure.
 Excellent skills in searching appropriate work team for clients.
 Organizing the celebrations, trips, events and Cultural activities.

 Preparation of official correspondence.
 Preparation for conference for the Journalist.
 Managing travel and meeting schedule.
 Registering new student joining.
 Teaching: Typing, Secretary and Macromedia flash courses.
 File correspondence.
 Call transfer.
 Organizing scheduling courses.
 Follow up with the students till the deadline of the courses.
 Preparation Courses Certificate.