Amit Rabin

Experience

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  Israel Defense Forces

  Feb 1997 - Jan 2000

  Master Sergeant
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  ארקיע Arkia Israeli airlines

  Apr 2000 - Jan 2001

  Security Officer

  Responsible for security profiling (both questioning and technical) in the Eilat, Ovda and Ben-Gurion International airports.

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  Ma & Pa's Bakery

  Jan 2006 - Jan 2007

  Head Baker

  Head Baker in Ma & Pa's Bakery, an organic, traditional bakery.This bakery specialized in Sourdough recipes from around the world (from the famous German Roggensauerteig, through the Icelandic Hverabrauð, the French Pain au Levain and all the way down under to the Maori Rewena bread).I was in charge of a team of 3 bakers, which would be taking the orders, preparing the different dough, molding the dough, baking and delivering the breads to our different customers. The focus on quality and traditional baking, made "Ma & Pa's" a place of pilgrimage for all Europeans and other "Real Bread" lovers. Meno dettagli

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  Coalition for Public Health

  Jan 2008 - Nov 2009

  Operations Coordinator

  Worked as an Operations Coordinator for the Coalition for Public Health, an umbrella group that encompasses 20 environmental organizations in Israel.Responsibilities :- Coordinated between the operations of 20 different organizations that compose the CPH.- Lead Project Manager for the CPH.- Media & Government-Relations Coordinator.- Worked with similar organizations in Israel, EMEA, NORAM and APAC.- A specialist of the CPH's in the fields of Water & Soil contamination, Industry effects on local environment & Public Health.- Worked with DHV-Groep Subsidiary – “DHV-MED” as a member of the “Industry Inspection Team” by the Ministry for Environmental Protection in Israel.- A founder of KESEM – Israeli subsidiary of the international GCM (Global Community Monitor) organization - a Civilian Air Quality Monitoring NGO. Meno dettagli

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  Hebrew Scouts Movement in Israel

  Jan 2011 - Jan 2014

  Coordinator Of Tzofim Tzabar in The Netherlands

  Founder of the first troop of the Tzofim Tzabar (Israeli Scouts Abroad) youth movement in the Netherlands (Amsterdam) and the second one in Western Europe.Led and managed a team of 10 dedicated & professional instructors with the troop's 50 scouts.Created, maintained and improved the connection with local communities, other scouting and youth organizations.Founded our second troop in the Hague.

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  Roots of Food

  Jan 2014 - Jan 2016

  Owner

  Founder & Owner of the "Roots of Food" company.Culinary Workshops & Lectures over the history of food, from the Middle-East to Northern Europe and beyond.Food is not only recipes & techniques, it is a story of who we were and are today, of why things went this way and not that way. Feel free to read stories and try recipes from my site in the link below.

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  Booking.com

  Jan 2016 - now

  I led and managed a team of 2nd tier CS Senior Specialists who deal with the following tasks:- Escalated calls requiring a higher tier approval. - They work daily on a B2C and B2B interfaces, involving multiple stakeholders, both internally and externally (Accommodations, External Legal Entities, Local Law Enforcement Agencies, Media, etc.).- "Executive and Corporate complaint" Task Force, from Booking.com's C-Level Executives.- In charge of escalated cases from the Connected Trip products (e.g. Flights, Insurance, Attractions, Transportation, etc.).I learn and understand my team's needs, and fuse them with the company's goals. Simpler said than done, but I let my successful results speak for me (and learn everything from my failures). Among of my responsibilities: - Leading & managing a team of 2nd tier Customer Service Senior Specialists.- Monitor, analyze and drive team results, while using various systems (CUIC, Tableau, Teleopti, MIRO, G-Suite etc.) to manage and support the team's performance and quality.- Managing various ad-hoc Task Forces (API Disturbances, Local Tax Changes, Flight Companies bankruptcies, etc.).- POC for the "Executive and Corporate complaint" Task Force, from Booking.com's C-Level Executives, collaborating closely with relevant stakeholders (Legal, Marketing, Fraud, Social Media, Partner Support, IT, Strategic Partnership etc.)- Managing the Change Cycle for all of the AR Teams, from coordinating the Change Ambassadors with their work to implement Change in the various teams, through feedback loop and all the way to measuring impact the Change had on our performance. - Identifier & implementer of alignment opportunities in processes and/or amongst different departments.- Member of the Recruiting team, interviewing candidates.- In charge of onboarding new Team Leads in our site.- HR Business Processes; Absences, ARBO, Terminations and Dutch Gate Keeper Law. Meno dettagli - Leading & managing a team of Customer Service Specialists.- Creating & Maintaining HPT (High Performing Team) - by empowering my Team Member's initiatives to connect and align the company's vision and mission with their own values. - Monitoring daily productivity, helping and following up with support and development. - Managing expectations, accountability and commitment both in and outside the team's sphere.- Implementer of Change in a team and site (700 FTE) level.- Member of the Recruiting team, interviewing candidates.- Member of the "Agile Champions" team - part of the precursor group that started implementing Agile in our site (700 FTE) - biggest challenge was to implement Agile in Customer Service. - Member of the Impact Focus Group in my site (700 FTE), responsible for Site Performance - Gathering, Analysing, Reporting, Advising and Implementing new methods for on Performance. I am also known to be a nice guy :) Meno dettagli - Point of contact between Guests and Accommodations.- Main responsibilities - Requests, Complaints and clearing up difficult situations to all concerned parties.- Working in the English and Hebrew speaking markets. - Liaising and assisting other departments, such as Finance, Content, IT, Partner Relations, Legal, and more.- Represented Booking.com and my site in the ECCCSA 2018 competition in London.- Founded the "Finding the Balance" workshop to achieve a healthy and smart balance between Performance KPIs and Wellness of the agent.- Co-founder of the Booking.Uni platform, which enables workers from all around the company to:1. Understand the Who they are? Where they want to go/develop themselves and How they will do it?2. Learn how to build a proper PDP (Personal Development Plan), using S.M.A.R.T. goals and G.R.O.W. model.3. Provide courses and coaching that will help with their development.D. Create a talent hub where people can help and support each other.I have received an "Exceeds Expectations" evaluation for the entire period of this position (besides Q4 2018 in which I have received the unique evaluation of "Exceptional Expectations" - due to the continues "Exceeding Expectations" and for the the Booking Uni project and its impact on our site's engagement). Meno dettagli

  • Global Payment Operations Team Lead

    Jan 2023 - now

  • CS Advanced Roles Team Lead

    Jan 2022 - Jan 2023

  • Customer Service Team Lead

    Mar 2019 - Jan 2022

  • Customer Service Specialist

    Jan 2016 - Feb 2019