Motivated Support Manager with over 10 years of experience in customer support leadership and team development, seeking to leverage extensive experience to excel as a Senior Manager (Global Care), and lead a team to deliver outstanding Customer/Partner Support, manage escalations, and foster strong Partner relationships.
Hi, I’m
Fatma Jahazi
Pickering,ON
Summary
Overview
11
years of professional experience
1
Certification
Work History
Points (A Plusgrade Company)
Support Manager Global Care
03.2021 - Current
Job overview
- Led team of Support Specialists to deliver exceptional customer support and excel in escalation management.
- Analyze issue trends and root causes to drive continuous improvement.
- Collaborate with internal stakeholders to prioritize Partner needs and champion service improvements.
- Establish and enhance operational KPIs and policies to ensure the best Customer/Partner experience.
- Manage escalations focusing on timely resolution and risk mitigation.
- Take the lead in resolving complex issues that involve cross-functional teams across the organization or top-tier customers.
- Provide regular updates to business units on operational updates and goals, including trend analysis and issue identification.
- Maintain consistent touchpoints with partners to nurture relationship growth.
Points (A Plusgrade Company)
Customer Support Team Lead
10.2012 - 03.2021
Job overview
- Overseeing the smooth and efficient operation of the Customer Support department. Including providing support to all stakeholders.
- Ensuring Teams have a solid understanding of the organizational commitments and the required continuous customer service support model.
- Interviewing, hiring and training of new Customer Support team members using Smart Recruits .
- Conducting one-on-one meetings, Quality assurance on Chat and Emails and yearly performance reviews using SMART tools.
- Ability to demonstrate outstanding customer service while remaining calm in extremely trying situations while handling escalations.
- Coach new agents on their service techniques and provide scoring through the company’s quality assurance program.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
- Actively pursued personal learning and development opportunities.
- Received multiple positive reviews which acknowledged dedication to excellent customer service.
- Fostered a positive work environment by consistently treating all employees and customers with respect and consideration.
- Train 3rd party vendors on exceptional customer service(Brand Ambassadors) and Product knowledge.
Virgin Atlantic Airlines/British Airways/AA Gsa
Passenger Service Agent / Ticketing Agent, Customer Service Sales Agent
Job overview
- Providing exceptional customer service to Elite Flying Club members, including curb check-in, lounge access, and priority boarding.
- Performing ticket stock control, generating sales reports, and processing banking transactions.
- Calculating IATA-based airfares and penalty fees, excess baggage, and issuing airline tickets.
- Handling phone reservations, and Airport passenger check-in for flights, British Airways.
- Handling dedicated reservations for Elite Executive Flyer program.
- Processing airline reservations and providing customer service.
- Providing flight information, and counseling passengers on best fares.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Provided exceptional customer service to passengers, addressing concerns and resolving issues.
- Handling airline reservations and ticketing procedures.
- Providing customer service to passengers and travel agents.
- Providing office administration and authoring outside correspondence.
Hari World Travels Inc
Travel Consultant
Job overview
- Planning itineraries and other travel-related products and services.
- Providing excellent customer service and sales.
- Organized trips for individual, family, and business travelers.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Handle payment Cash and Credit card transactions
Education
East York CollegiateToronto
High School Diploma
University Overview
Skills
- Strong leadership and team development
- Expertise in establishing and improving operational KPIs
- Proficient in escalation and issue management
- Exceptional communication and decision-making skills
- Partner-centric approach for training and relationship building
- Analytical mindset for issue trend analysis and root cause identification
- Proven experience in cross-functional collaboration
- Self-motivated with a passion for delivering positive results
- Effective problem-solving and conflict resolution
- Ability to manage third-party service vendors
- Extensive experience in customer support and relationship management
Certification
- Public Speaking Certificate (George Brown College)
- The Accountable Manager certificate (LHH Knightsbridge )
- Diversity and inclusive workplace (EDX certificates)
- Tico
- Public Speaking Certificate (George Brown College)
- The Accountable Manager certificate (LHH Knightsbridge )
- Diversity and inclusive workplace (EDX certificates)
- Constructive Conflict resolution
- Travel & Tourism Certification
Timeline
Support Manager Global Care
Points (A Plusgrade Company)
03.2021 - Current
Customer Support Team Lead
Points (A Plusgrade Company)
10.2012 - 03.2021
Passenger Service Agent / Ticketing Agent, Customer Service Sales Agent
Virgin Atlantic Airlines/British Airways/AA Gsa
Travel Consultant
Hari World Travels Inc
East York Collegiate
High School Diploma
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