Anas Kadri

Experience

• 

  مجموعة سيرا

  Dec 2000 - Oct 2008

  Call Center Manager

  -Managed a team of customer service representatives, providing leadership, guidance, and coaching to ensure outstanding customer service delivery.-Implemented performance metrics and KPIs, achieving increase in team productivity and adherence to SLAs.-Led initiatives to enhance customer satisfaction, resulting and improvement in customer feedback scores.-Developed and maintained strong relationships with key clients, ensuring their needs and expectations were met.-Conducted regular performance reviews, provided feedback, and identified opportunities for employee development.- عرض أقل

• 

  Travelport

  Sept 2008 - now

  -Customer Support: Provide efficient and effective customer support to GDS users, addressing their inquiries, issues, and concerns promptly.-Data Analysis: Utilize data analysis tools to monitor and evaluate GDS performance, identifying trends, bottlenecks, and areas for improvement.-Performance Metrics: Define and track key performance metrics and KPIs for GDS operations, such as response times, system uptime, and customer satisfaction.-Process Improvement: Identify opportunities for process improvement within GDS operations and collaborate with cross-functional teams to implement enhancements.-User Training: Develop and conduct training programs for GDS users, ensuring they understand system functionality and can maximize its benefits.-User Feedback: Gather feedback from GDS users and stakeholders to continuously improve the system's usability and functionality.-Technical Documentation: Maintain an updated and comprehensive library of technical documentation, troubleshooting guides, and FAQs to assist users and support teams.-Escalation Handling: Develop and implement an escalation process for complex issues, ensuring timely resolution and proper communication with users and stakeholders.-Disaster Recovery: Contribute to the development and testing of disaster recovery plans to ensure GDS system availability in case of unexpected events.-Quality Assurance Program: Establish and manage a comprehensive quality assurance program for GDS operations, ensuring adherence to industry standards and regulatory requirements.-Process Optimization: Lead process optimization initiatives within GDS operations to enhance efficiency, reduce errors, and improve the overall quality of services.-Quality Reporting: Prepare regular quality reports and present findings to stakeholders, highlighting areas of improvement and showcasing quality achievements. عرض أقل -Efficiently managed a high-performing helpdesk team : providing exceptional customer support for GDS users.-Develop, Refine, and Implement Processes: Collaborated with the helpdesk team to create, refine, and implement processes, workflows, and communication standards to enhance daily operations, emphasizing the goal of fostering strong customer relationships and earning loyalty.-Implement Performance Metrics: Implemented key performance metrics, stages, and follow-up protocols within our software systems to closely monitor and enhance the performance of the helpdesk team, ensuring timely and effective resolution of customer inquiries and concerns.-Customer-Centric Communication: Maintained customer-centric communication by demonstrating a deep understanding of customer profiles and their unique requirements, providing personalized and exceptional experiences at every interaction.-Collaborate with Cross-Functional Teams: Actively collaborated with internal stakeholders and cross-functional departments to address and resolve customer questions, concerns, or escalations promptly and efficiently.- Root Cause Analysis: Demonstrated expertise in navigating sensitive customer concerns, with a focus on identifying root causes to prevent recurring issues and providing sustainable solutions.-Ownership and Resolution: Took ownership of customer cases and saw them through to full resolution, coordinating efficiently with internal departments when necessary to ensure a seamless and satisfying customer experience.-Team Building and Development: Foster a collaborative and cohesive team environment by promoting trust and open communication.-Performance Reviews: Conduct regular performance evaluations for help desk staff, setting clear expectations and objectives.Provide constructive feedback and create development plans to enhance team members' skills and competencies. عرض أقل

  • Global helpdesk Operation and Quality Assurance Manager

    Oct 2020 - now

  • Helpdesk & Operation Manager

    Sept 2008 - Oct 2020