Ahmed Ibrahim Mohamed

• Spearheaded team of over 50 professionals, elevating staff performance and productivity by 50% through strategic leadership and effective resource management
• Achieved 14% reduction in Average Handle Time (AHT), significantly improving first response and turnaround times
• Managed and resolved over 11,000 monthly core issues, enhancing Customer Effort Score (CES) by 20% through proficient escalation management
• Implemented advanced CRM systems like Zendesk and centralized 'Ziwo' call centre, boosting overall NPS scores and client communication
• Coordinated with training and quality teams to design comprehensive Training programs that streamlined process and elevate team
• Built strong relationships with internal stakeholders, reducing ticket resolution time by 50%
• Partnered with Quality Assurance and Audit Control to enhance transaction monitoring by 20%, establishing effective benchmarks
• Cultivated robust partnerships with agents through regular communication, addressing and resolving operational issues proactively
• Oversaw IT infrastructure management, collaborating seamlessly with tech teams to expedite resolution of technical issues
• Led expansion efforts, growing team from 20 to 50+ members, and optimized customer interactions by 40%
• Maintained over $13 million in net revenue amid pandemic through strategic sales of quarantine packages in Saudi Arabia
• Redesigned and clarified Standard Operating Procedures (SOPs), eliminating process uncertainties and defining team roles clearly
• Developed workflows to efficiently process between 40,000 and 50,000 monthly tickets, enhancing service delivery
• Enhanced revenue by introducing value-added services with added fees for amendments and special requests
• Established and managed a premium service queue for VIP clients, ensuring seamless setup and dedicated resource allocation

• Company Overview: Abu Dhabi Call Centre
• Oversaw daily operations at Call centre, adeptly managing multiple requests to ensure smooth and efficient workflow
• Scheduled and coordinated shift patterns to maintain optimal workforce coverage and enhance operational efficiency
• Developed both virtual and on-ground support channels to provide continuous support for team leaders and agents
• Communicated company products, services, procedures, and guidelines, ensuring team-wide clarity and compliance
• Worked alongside quality assurance team to monitor calls and ensure adherence to quality and procedural standards
• Led training sessions for new agents, facilitating thorough onboarding and integration into team
• Conducted performance reviews, identifying underperformers and organizing targeted training programs
• Maintained performance scorecards aligned with quality metrics and submitted regular performance reports to management
• Coordinated seamlessly with other Etihad stakeholders to ensure streamlined operations and effective communication
• Promptly handled escalations, delivering timely responses and solutions to client challenges
• Promoted safe and collaborative work environment, motivating team members and delegating tasks effectively
• Successfully managed transition and establishment of centralized contact centre in Egypt, accommodating approximately 150 employees
• Abu Dhabi Call Centre

• Company Overview: Abu Dhabi
• Expertly managed travel arrangements for VVIP clients, including deputy and executive directors at ADIA, ensuring seamless and exceptional service
• Consistently exceeded sales targets from 2017 to 2020, driving company growth through strategic travel management
• Abstracted and executed channel-specific strategies for holiday campaigns, significantly expanding client base
• Developed new holiday product line, elevating leisure sales portfolio to impressive annual revenue of 30 million Dirhams
• Negotiated and secured optimal hotel rates and land arrangements for ADIA Group, enhancing cost-efficiency and value
• Efficiently resolved customer complaints and conflicts with travel partners, sustaining high levels of client satisfaction
• Successfully arranged and participated in ADIA & ADNOC Travel Roadshow 2019, strengthening corporate partnerships
• Demonstrated proficiency in coordinating travel requirements for inbound shareholder and corporate board meetings at ADIA
• Streamlined coordination with ADIA travel coordinators and walk-in guests, delivering tailored travel solutions to meet individual needs
• Managed all mission travel services, including hotel accommodations, meet & assist, and transfers
• Designed competitive airfares for both individual and group travel, enhancing client options and overall satisfaction
• Partnered effectively with airlines, hotels, and other destination management companies to optimize travel arrangements

• Company Overview: Abu Dhabi
• Drove operational improvements and maximized asset base value, while maintaining strict control over operational costs
• Established robust client relationships, significantly boosting revenue and profitability
• Efficiently handled and resolved BSP issues to ensure seamless financial operations
• Implemented innovative online and social media selling strategies, resulting in 50% increase in company profits
• Managed all VIP client inquiries and bookings, ensuring exceptional service quality
• Developed expertise in B2B interactions, enhancing business opportunities and strengthening partnerships
• Established and maintained strategic links with trade and professional associations
• Negotiated worldwide contracts with suppliers and vendors, effectively balancing value and risk
• Led holiday package promotions across social media and other media channels, enhancing brand visibility
• Identified and implemented business policies to improve operational efficiency and effectiveness
• Analyzed performance data to inform strategic decision-making and drive business growth
• Encouraged best practices aligned with market demand to offer competitive services and rates
• Collaborated closely with Financial Manager and operations and sales teams to streamline and optimize processes

Company Overview: Abu Dhabi

• Supported and streamlined business process flows for products and services, managing data, rates, and allotments efficiently
• Developed a thorough understanding of global holiday destinations and Etihad's network, with expertise in air travel, accommodations, and tour operations, including hotels, resorts, and car hire
• Executed sales strategies to meet and exceed individual sales targets, facilitating bookings via trade partners, direct channels, and the B2C website
• Managed sales portfolio achieving annual target of $5 million
• Coordinated t sale of complete holiday packages, including land arrangements, air ticketing, transfers, and tours, through various sales channels
• Maintained adherence to turnaround times, collaborating with hotels and suppliers to confirm services and ensure fulfillment as promised
• Oversaw booking completion and compliance within th Trisept system, managing financial transactions accurately and on time
• Communicated effectively with global suppliers and hotels to secure service agreements and ensure delivery requirements were met

• Expertly managed ticketing and reservations using Amadeus system, handling reissues and refunds efficiently while resolving customer complaints through strong communication skills
• Achieved annual sales targets of AED 4 million in EYH products, demonstrating significant sales proficiency
• Oversaw daily shop operations, ensuring optimal maintenance, merchandising, and brand presentation

• Company Overview: Abu Dhabi
• Managed reservations and bookings for both customers and travel agencies, ensuring seamless service delivery
• Collaborated with travel agents and contact center agents globally to effectively market and sell holiday packages
• Adhered to established customer service standards for inbound calls across multiple markets, fostering customer confidence, satisfaction, and loyalty
• Provided support for various departmental functions, including ticketing, e-services desk, preflight checks, and service desk, as needed
• Abu Dhabi