SHERIF HASSANIN

Responsibilities as a Fast Track Web Chat Coach for Emirates Airlines:

• Accelerate web chat agent training for improved performance in less time.
  Ensure adherence to quality standards in all customer interactions.
• Facilitate rapid knowledge transfer with up-to-date information specific to Emirates Airlines.
• Focus on a collaborative and supportive team environment for effective communication and problem-solving within Emirates Airlines.
• Continuously improve the fast-track programme to optimise agent efficiency and enhance the overall customer experience.
• Successfully participated in upskilling over 20 team members per shift and a total of 60 new staff members, specifically for Emirates Airlines.
  

Additional tasks as a social media coordinator in Emirates' digital team:

• Handling delegated responsibilities and giving tasks to team members, ensuring smooth workflow.
• Provide regular team reports to track progress, identify areas for improvement, and highlight achievements.
• Update team members on the latest industry trends, social media best practises, and platform updates to enhance their knowledge and skills.
• Identify weaknesses or areas for improvement within the team and implement strategies to address them effectively.
• Enhance communication within the team by promoting transparent communication channels, facilitating collaboration, and enhancing a positive work environment.
• Occasionally, take on shift-leading responsibilities in the absence of team leaders or officers, ensuring the continuity of operations and efficient management of the team.

• In my role as social media coordinator at Emirates Airlines, I utilize Spark Central to:
  
• Engage actively with customers on social media platforms (Facebook, Twitter), responding quickly to inquiries, addressing concerns, and providing assistance for excellent customer experience.
• Efficiently handle and resolve customer complaints, issues, and service disruptions, focusing on Facebook and Twitter channels with help of Spark Central.
• Use empathetic communication skills to understand customer needs, find effective solutions, and collaborate with internal teams using Spark Central for complex matters.
• Keep daily record of managing and addressing 80 customer interactions on Facebook and Twitter, using Spark Central, while maintaining fast average handling time (AHT) of less than 500 seconds.
• Aim for high customer satisfaction level of 4.5 or higher by leveraging Spark Central's tools and analytics, ensuring customers are delighted, and ensuring positive feedback.

Customer Email Management:

• Manage and respond to an average of 75 customer emails per day, addressing inquiries, concerns, and requests related to flight bookings, reservations, changes, cancellations, refunds, baggage, payment issues, and more.
• Filter and transfer post-travel emails to the customer affairs team for appropriate handling, ensuring efficient resolution and customer satisfaction.

Problem Resolution and Service Requests:

• Investigate and resolve customer issues or complaints received via email, finding effective solutions and coordinating with relevant departments if necessary.
• Handle service requests promptly and accurately, including special meal preferences, seat selection, upgrades, and other ancillary services, ensuring a seamless and personalised customer experience.

Effective Communication:

Communicate well with customers through live chat, providing clear and concise written messages.
Respond promptly and accurately to customer inquiries, addressing their needs and concerns effectively.

Handling Escalations:

Manage and resolve customer escalations online to ensure customer satisfaction.
Address escalated issues promptly, investigate their causes, and find suitable solutions for timely resolutions and maintaining customer loyalty.

Collaboration and Coordination:

Collaborate with colleagues and other departments to deliver a consistent and smooth customer experience.
Communicate effectively, share relevant information, and work together to meet customer expectations and provide exceptional service.

Provide excellent service to Emirates Gold and Platinum Frequent Flyers:

Deliver exceptional customer service to Emirates' Gold and Platinum frequent flyers, catering to their individual requirements and ensuring a personalised experience.
Meet and exceed customer expectations by offering tailored assistance and addressing their specific needs.

Enhance Revenue and Offer Additional Services:

Contribute to Emirates' revenue growth by actively promoting and upselling additional products and services to customers.
Offer options such as Skywards membership, Dubai stopovers, hotel bookings, and upgraded fares, providing customers with valuable choices to enhance their travel experience.

Support sales and banking activities:

Assist the Customer Sales and Service Team Leader in completing end-of-day sales and banking tasks.
Ensure smooth operations and accurate handling of transactions, contributing to efficient and organised processes.

Maintained professionalism for top-value customers at Etisalat, ensuring a high level of service.

I served as a founding member during the soft launch of the Etisalat Prestige Department and later as an admin member for the Etisalat Business Operations Support Team.

Effectively communicated with all parties involved to promptly resolve issues for prestige customers, including mobile technical issues, internet support, and Etisalat loyalty programme matters.

Utilised strong interpersonal and communication skills to deliver exceptional customer service.

• I served in the below roles:
• Schengen Visa Consultant
• Customer Service Advisor
• Sales and Retail Agent