Ramzi Alhalabi
Mississauga,ON
Summary
Highly skilled Call Center Officer with 3 years of experience leading teams more than 200 agents. Proven track record in implementing new technologies, training programs, and performance tracking systems resulting in significant increases in customer satisfaction scores and call center efficiency. Exceptional skills in team management, process optimization, and fostering a collaborative work environment to achieve departmental and company-wide objectives.
Overview
15
15
years of professional experience
Work History
Contact Centre Operation Officer
Emirates Airlines
08.2023 - 12.2023
- Responsible for Preparing daily operation from A to Z.
- Responsible for forecasting future
- Dealing with any ADHOC-Activities
- Managing site productivity goals in real time
- Taking real time decision and dealing with difficult situations, all type of emergencies related to operations.
- Dealing with daily reports / Management meetings
- Taking care of People-Wellbeing.
- Collecting real time feedback, recognize good operational behaviors , make sure people are encouraged to support team leaders and support business.
- Wrote detailed narrative reports for use in investigations.
- Cultivated positive relationships with other departments to deliver timely and cost-saving.
- Increase employee satisfaction and customer satisfaction.
- Created and managed project plans, timelines and budgets.
- Enhanced communication between team members by organizing regular meetings..
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Maintained database systems to track and analyze operational data.
- Gathered, organized and input information into digital database.
- Best Performance Officer of year 2022-2023. Achieved Best project in saving cost for IT - Assets and making a comfortable area to all workers in the department.
Contact Centre Team-Leader
Emirates Airlines
01.2022 - 07.2023
- Coach, develop and motivate team of agents with in the contact center. (Sales,telephone, handling techniques, system operation and product knowledge).
- Manage day to day operations of the team and ensure all customers are provided with excellent customer service.
- Ensure that sales policies are adhered to the team, conduct briefing to ensure that the team is aware of new products.
- Monitor the discipline, grooming and conduct of the team.
- Ensure that all customer complaints received are objectively investigated and liaise with the team members, internal agents and management to recommend remedial/corrective action.
- Through coaching and quality monitoring identify team and individual training needs and ensure that the training delivered to the team is put into effect and feedback given on the program success.
- Measure employee satisfaction and recommend initiative to increase.
- Responding to customer requests, offering excellent support and tailored recommendations to address needs.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Invest in my team resulting making 15 -Team-Leaders from my team.
- Best Performance Team-Leader of the years 2018-2019 & 2019-2020.
- Acting Officer March23-July23
Academy Coach
Emirates Airlines
01.2021 - 12.2021
- Demonstrate the highest level of Customer Experience to both internal & external customers.
- Support colleagues from all channels post training cross the network.
- Provide coaching & feedback that improves performance.
- Managing additional functions and when required.
- of student assessments, tutoring activities and results.
- Assessed student learning needs and provided relevant instruction to close knowledge gaps. Maintaining Records.
- Appreciation for making best Idea in increasing Revenue for more than USD300 Million.
Senior Social Media Specialist
Emirates Airlines
03.2016 - 12.2020
- Responding to customer queries in a timely and accurate way, via Chat, Email, Instagram, Facebook.
- Identifying customer needs and helping customers use specific features.
- Update our internal databases with information about technical issues and useful discussions with customers.
- Recommends changes in products, services, and policy by evaluating results and competitive developments.
- Resolves customer complaints by investigating problems, developing solutions, preparing reports, and making recommendations to management.
- Monitor customer complaints on Social-Media and reach out to provide assistance.
- Best Performance for Customer Effort Surveys and Top Seller.
- Monitor customer complaints on Social-Media and reach out to provide assistance
Call Center Customer Service Agent
Emirates Airlines
07.2010 - 03.2016
- Assisting customers with questions and concerns.
- Receiving inbound calls from customers, providing information regarding services or products, taking new orders.
- Resolving product issues and shared benefits of new technology.
- Assisting customers with store and product complaints.
- Cultivating customer loyalty through exceptional service, promoting repeat custom and improved sales.
- Maintaining excellent working relations with [Number] external clients as main point of contact, providing accurate and timely quotes.
- Working under strict deadlines and responded to service requests and emergency call-outs.
- Creating new processes and systems for increasing customer service satisfaction.
- Reducing average customer response time.
- Consistently achieved targets by managing customer expectations with phenomenal care and attention.
- Najm Awarded for Top-Seller 2010-2011 & 2011-2012
Front Desk Sales Agent
Bin-Harmal Travel Agency
12.2008 - 06.2010
- Meeting customers and offered assistance.
- Assisting by increasing sales and offer best prices, solutions to customers.
- Increase positive customer interaction by solving customer issues and meet their expectations.
- Provide service with a smile, offering courteous, helpful advice to best-meet customer needs.
- Consistently delivered KPI targets by performing.
- Set and achieved company defined sales goals.
- Logged reports, expenses, receipts, and sales in company database.
- Presented professional image consistent with company's brand values.
Education
Certificate of Technical Studies - Fire Warden Fundamentals
Emirates Aviation University
Dubai-UAE11.2023
Certificate of Technical Studies - Managing Customer Contact Centre
Emirates Aviation University
Dubai-UAE09.2023
Certificate of Technical Studies - Business Writing Principles
Emirates Aviation University
Dubai-UAE09.2023
Certificate of Technical Studies - First Aid For The Workplace
Emirates Aviation University
Dubai-UAE04.2022
Certificate of Technical Studies - Management Foundation
Emirates Aviation University
Dubai-UAE02.2022
Certificate of Technical Studies - Emergency Call Centre
Emirates Aviation University
Dubai-UAE06.2020
Certificate of Technical Studies - Protection Payment & GDPR Compliance
Emirates Aviation University
Dubai-UAE09.2019
Certificate of Technical Studies - Mishandled Baggage
Emirates Aviation University
Dubai-UAE03.2018
Certificate of Technical Studies - Invest in Yourself - Plan Your Development
Emirates Aviation University
Dubai-UAE02.2017
Certificate of Technical Studies - Leadership Program
Emirates Aviation University
Dubai-UAE06.2016
Certificate of Technical Studies - Sales Gamification
Emirates Aviation University
Dubai-UAE02.2016
Certificate of Technical Studies - Writing Service Emails
Emirates Aviation University
Dubai-UAE03.2014
Certificate of Technical Studies - Writing Service Social Media
Emirates Aviation University
12.2013
Certificate of Technical Studies - Writing Service Chat
Emirates Aviation University
Dubai-UAE07.2012
Certificate of Technical Studies - Reservation Systems
Emirates Aviation University
Dubai-UAE08.2010
Certificate of Technical Studies - All Levels of AMADEUS Reservation System
AMADEUS Centre
Al-Ain - UAE12.2009
Certificate of Technical Studies - IATA Uniform Accounting For Air Ticketing,
Al-Mamoun International Centre
Damascus-Syria09.2008
Associate"s Degree - Front Desk Reception & Hospitality
Tourism & Hotel Institution
Homs-Syria08.2008
Skills
- Leadership and Team Management
- Time Management and Prioritization
- Decision Making and Strategic Planning
- Reporting and Analytics
- Budgeting and Cost Management
- Problem Solving and Critical Thinking
- Workforce Management and Scheduling
- Call Routing and Queuing
- Adaptability and Flexibility
- Conflict Resolution and Negotiation
- Active Listening and Feedback Incorporation
- Emotional Intelligence and Relationship Building
- Performance Metrics and KPIs
- Coaching and Mentoring
- Customer Service and Support
- Empathy and Customer-Centric Mindset
- Quality Assurance and Control
- Call Scripting and Sales Techniques
Languages
Arabic
Native or Bilingual
English
Full Professional
Spanish
Full Professional
Timeline
Contact Centre Operation Officer
Emirates Airlines
08.2023 - 12.2023
Contact Centre Team-Leader
Emirates Airlines
01.2022 - 07.2023
Academy Coach
Emirates Airlines
01.2021 - 12.2021
Senior Social Media Specialist
Emirates Airlines
03.2016 - 12.2020
Call Center Customer Service Agent
Emirates Airlines
07.2010 - 03.2016
Front Desk Sales Agent
Bin-Harmal Travel Agency
12.2008 - 06.2010
Certificate of Technical Studies - Fire Warden Fundamentals
Emirates Aviation University
Certificate of Technical Studies - Managing Customer Contact Centre
Emirates Aviation University
Certificate of Technical Studies - Business Writing Principles
Emirates Aviation University
Certificate of Technical Studies - First Aid For The Workplace
Emirates Aviation University
Certificate of Technical Studies - Management Foundation
Emirates Aviation University
Certificate of Technical Studies - Emergency Call Centre
Emirates Aviation University
Certificate of Technical Studies - Protection Payment & GDPR Compliance
Emirates Aviation University
Certificate of Technical Studies - Mishandled Baggage
Emirates Aviation University
Certificate of Technical Studies - Invest in Yourself - Plan Your Development
Emirates Aviation University
Certificate of Technical Studies - Leadership Program
Emirates Aviation University
Certificate of Technical Studies - Sales Gamification
Emirates Aviation University
Certificate of Technical Studies - Writing Service Emails
Emirates Aviation University
Certificate of Technical Studies - Writing Service Social Media
Emirates Aviation University
Certificate of Technical Studies - Writing Service Chat
Emirates Aviation University
Certificate of Technical Studies - Reservation Systems
Emirates Aviation University
Certificate of Technical Studies - All Levels of AMADEUS Reservation System
AMADEUS Centre
Certificate of Technical Studies - IATA Uniform Accounting For Air Ticketing,
Al-Mamoun International Centre
Associate"s Degree - Front Desk Reception & Hospitality
Tourism & Hotel Institution
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