Ahmed Samir

• Developed and distributed a monthly performance plan for Contact Center staff, aligning team efforts with sales and ancillary revenue targets.
• Handled charter flight operations from A to Z, including Slot approval, pricing, seat blocking and final flight monitoring until departure.
• Acted as a liaison with GSAs in Jordan, Iraq and Damascus, assisting in resolving sales-related challenges.
• Generated and assigned Travel Agency IDs for new partners, and ensured their activation within the system to support indirect sales channels.
• Created automated tools and dashboards to monitor Contact Center performance, including KPIs like conversion rate, PSJ, call quality, and ancillary targets.
• Led automation initiatives by designing internal forms using JotForm to streamline communication and workflows between Sales, Revenue, Customer Relations, and Contact Center.
• Collaborated with Revenue, Marketing, and Sales to align frontline campaigns with commercial priorities and ensure successful execution.

Trainer Responsibilities:

• Conducted structured training programs for over 100 new and existing contact center staff.
• Delivered remote training to outstation GSA teams across Jordan, Russia, Ukraine, CIS countries, and Turkey.
• Developed and facilitated training sessions for Sales Support teams.

Business Support Responsibilities:

• Facilitated and responded to all internal Contact Center requests, including system errors, fare issues, manual handling, and special approvals.
• Supported the Sales and Group Support teams by handling back-office requests, email escalations, and other related tasks.
• Acted as a key point of contact during flight disruptions, assisting agents in implementing recovery options, and sending mass notifications.

• Handled high-volume inbound and outbound calls in Arabic and English, assisting passengers with flight bookings, schedule changes, special requests, and general inquiries.
• Managed disruption cases, including delays and cancellations, offering rebooking, refunds, and clear communication to minimize passenger dissatisfaction.
• Maintained high KPIs, including first-call resolution, average handling time, and customer satisfaction (CSAT).
• Accurately processed transactions using the Navitaire reservation system, and maintained CRM records for tracking and follow-up.

• Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
• Enforced health and safety standards in line with local regulations, and Yum! Brand policies.
• Monitored inventory levels, placed supply orders, and ensured accurate stock rotation, and waste control.
• Supervised daily restaurant operations, ensuring compliance with the restaurant's operational standards, food safety, and hygiene protocols.