bassma shamaa

To make sure call center employees are in compliance with the rules and Regulations of the organization.
*Responsible for making sure employees provide excellent customer service When they are speaking to the customers.
* Make sure of call center employees give accurate information in a courteous And professional manner.
* Sometimes required to cross sell company services and we have to make sure this service is being done.
* Provide coaching, feedback and assistance to call center make sure they understand new policies and procedures for quality.
*Prepare and analyze quality reports and managing the staff reviews.
representatives to make sure they understand new policies and procedures for quality.
*Prepare and analyze quality reports and managing the staff reviews.

Join 14May12 Till Now days.

*Doing all kinds of booking via phones during the African cup.
*Handling all Re-issue and changing reservation tickets .

- Ticketing & Reservation agent at Qatar airways.
Managing the daily running of the call center.
*Communicate with customers by phone, E-mail, fax or face to face.
*Receives and resolves customer issues.
*Follow up on customer inquires not immediately solved.
*Doing all kinds of booking via phones for agents, staff and customers.
*Assist staff and customers to solve difficult issues pertaining to reservation and ticketing.
*Coordinate with travel agencies for any requirements they need, confirming waitlist seat and pricing.
*Helping PFC in checking flights.
* Handling all the groups’ reservations CAI, LXR and ALY.
* Review the daily Telexes and correspondences to attend to
Outstations requests.
* Make daily, weekly and monthly sales report.
Department working in:
**Call center agent.
** Helpdesk.
** Assisting PFC (pre-flight check)
**Assisting sales support
** Groups.
** FFP (frequent flyer program)
** Counter.
** Airport office.
Join 22JUL07 till 01MAR10.
.

fielding telephone calls from the travel agency and clients. booking tours, lodging and reservations for all activities.
Make customers aware of the various promotions that we offer to him.

Join from 20MAR2004 till 05APR2006