Ahlem Thazir

- Managing the performance of a team consisting of 29 Agents and Senior Agents.

- Monitored team performance to ensure KPIs were achieved, including call quality, first-call resolution, upselling, and revenue generation.

- Monitor the Agent’s Average Handling time (AHT), Adherence, sales and Quality. To make sure that all targets are met.

- Conduct briefings and updates on QR product, policies and procedures for all Agents in the Digital unit (260 Agents)

- Acted as the primary liaison between the Contact Center and HQ Operations for seamless communication on operational matters.

- Investigate escalated customers complains & CRM cases. And, provide the best solution possible for both parties. (customer/company)

- Coordinated fraud checks, complaint handling, and shift operations to align with company policies and objectives.

- Conducted workflow analysis, identified inefficiencies, and recommended system and process enhancements to improve team performance.

- Making sure that all systems are functioning and coordinate with the concern department if there is a down time or a glitch (Amadeus, Q-las, Avaya, Verint, P-link….)

- Analyzed operational data and reports to identify training needs and drive continuous improvement.

- Regularly updated management on operational performance and recommended strategies for improvement.

- Analyze different Agent’s Data (AHT, Adherence and Quality) and sending reports with the areas of deficiencies and possible solutions.

- Consistently meet my short and long-term targets. · Handled customer complaints with empathy and composure.

- Proactively participated in meetings and helped create new practices.

- Answered calls, responded to emails, and spoke with clients face-to-face.

- Processed a range of documentation and entered information into databases.

- Trained, coached, and supervised new staff members.

- Pitched ideas on how to improve performance and efficiency.

- Helped management to identify workflow issues and find solutions.

- Consistently meet my short and long-term targets. · Handled customer complaints with empathy and composure.

- Welcoming passengers and assisting in their program.

- A ticketing agent (Issue, reissue and refund using the reservation aviation Amadeus GDS system. Working as a tour guide in Constantine, Batna and Setif (Alger ).

- Making the weekly BCD sales ticket reports. Assisting New Joiner in their settling in process (Providing all the guidelines, company rules and dressing code)

- Handled customer complaints with empathy and composure.