Moataz Gharib

Experience

• 

  Fadimar Company

  Jan 2009 - Nov 2009

  Assistant Tour operator

  • Responsible for handling hotels' reservations regarding local market • Working on GTA online system and arranging packages for outgoing clients .• Preparing quotations.• Negotiating with hotels to get special offers and Deals.• Revising files and enclosing it.• Arranging payments of the hotels.

• 

  Wings Tours & Nile cruises

  Nov 2009 - Mar 2013

  Tour operator

  • Responsible for handling hotels' reservations, Cruises reservation and arranging tours for incoming Groups, transfers & restaurants arrangements plus making invoices and revise quotations. • Ensures that the Travel goes smoothly by making all necessary preparations and anticipating all that can happen. • Handled Emergency and such other situations.• Trying to get Hot Deals from the hotels in order to improve the sales situation.• Monitor daily business flow • follow up any critical cases • set weekly and monthly plans for work needs• uploading packages and new services to the operating system “ software “• Sharing with quality control department the ideas and plans• Handling payments with Accounting department • Controlling the crucial business human factors” guides, tour leaders, drivers and staff” • Handling big and VIP business Show less

• 

  Novartis

  Mar 2013 - Nov 2013

  Senior Tour Operator at Excel travel - Egypt

  • Responsible for handling business travel booking for all Novartis’ Employees• Arranging accommodation for the business travelers.• Arranging special tours for the doctors and managing personal trips .• Arranging dinners & transfers• Handling payment with accounting department• Revising invoices of hotels• Uploading the files on the System.• Getting special offers at the hotels for the personal requests and honeymooners’ booking.

• 

  ADIB - Abu Dhabi Islamic Bank

  Nov 2013 - now

  • Manage a team of call center Agents(inbound/verification team) ( 20 Agents )• Develop the new agent score card to monitor their KPI’s and their performance as well• Approve Enrolled customers for the online banking .• Ensured customer satisfaction by monitoring staff to ensure compliance with bank policy and procedures• Provided and documented performance feedback through daily, weekly and monthly one-on-on sessions, performance reviews and goal setting.• Resolved complaints as it relates to the Call Center.• Monitored and evaluated CSR performance to assure quality service, professionalism and courtesy, and identify actions that can improve call quality and customer satisfaction• Responsible for recruiting, coaching, mentoring, motivating, terminating and developing a team of customer service representatives while ensuring optimal productivity .• Monitored calls and provided feedback during coaching sessions• Checking Requests of the Fax/Email Indemnity & Customer data update and approve it before proceeding with the Transfers .• Handing Daily reports to the Team leader including IVR , SMS , Activation of ATM & Covered cards and E Statements .• Reviewing the performance of staff, identifying training needs and planning training sessions .• Ensuring all relevant communications, records and data are updated and recorded.• Took escalated calls, in order to ensure issue resolution and customer satisfaction .• Execute the quality assurance program though monitoring and audits. Set clear performance expectations with team and communicate successfully how performance goals are linked to company goals. .• Keep track of attendance, daily statistics, paid time off, sick time, schedule , etc.• Send suggestions to the management to improve the quality of agents .• Put new strategy helping agents to reduce manual Errors .• Setting up proper performance action plan for all levels .• Establish goals & clear performance criteria Show less

  • Business Banking Relationship Manager - Elite Accounts

    Nov 2019 - now

  • Senior service team leader

    Feb 2019 - Nov 2019

  • Team leader business banking department

    Oct 2016 - Feb 2019

  • Service/Call Center Supervisor

    Nov 2013 - Oct 2016