Senior Operation Executive
Careem
مجموع سنوات الخبرة :16 years, 11 أشهر
Providing assistance to my colleagues and giving him the proper training. Making sure that all calls coming from the captains (drivers) answered on time and achieve the service level target (90 %). Working with my colleagues to achieve the reliability target (95 %) and make sure that all later booking arrive on time. Assistance in chat rooms to help my colleagues in the other 47 cities where Careem are operating right now.
Handled customer inquiries and complaints. Making new booking to customers and making sure that every single booking arrives on time and customers are satisfied. Answer all Emails coming from customers.
Translate documents from Arabic to Spanish and vice versa. Simultaneous interpreting in the meetings and press news.
Handled customer inquiries and complaints. Executed and processed hotel bookings. Promoted and cross sell of hotel packages and offers. Met and exceeded target number of calls per hour. Consistently earned shift bonuses, doubling basic pay. Solid communication, interpersonal, time management, analytical, organizational, and Sales skills.
Providing assistance to my colleagues and giving him the proper training. Proven ability to effectively handle multi-task levels of management responsibility with minimal direction from superiors while supervising personnel, providing team leadership, motivation, and development. Making sure of achieve the target in Service level calls and Interval compline (97 %). Quality and coach all agents calls. Make sure that all agents achieve the target of sales made by phone ( 35%).
Receive all incoming calls in different languages and transfer it to the proper department. Requesting all the pieces and products needed from the providers and transfer it to the factories
Planning programs for tourists. Meeting with them to sell the optional excursions and supporting them during their staying in the hotels. Handling arrivals and departures.
English Course at British Council (5 levels).
Completed 8 levels of the Catalan language at Catalan Institute in Barcelona.
Homologation of university degree in Spain.
Bachelor degree from the Faculty of Languages Ai Shams University: Department of Spanish (with Overall Grade Good).