Excel
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Hi, I’m
Alaeddine Kallali
Doha,Qatar
Summary
Overview
5
years of professional experience
4
years of post-secondary education
3
Languages
Work History
QatarAirways
Lead Quality Agent
06.2021 - Current
Job overview
- Create, review Quality reports and present them to the management.
- Extract and define the gap in the enterprise performance.
- Investigate CRM requests, and provide a briefing to the staff.
- Provide training to the new staff about the products and projects.
- Consolidate all the reports from the other sites, and provide a final report to the management.
- Create spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
- Actively listen to customers, handle concerns quickly and escalate major issues to supervisor
- Perform duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment
- Identify issues, analyze information and provide solutions to problems
- Actively listen to customers' requests, confirming full understanding before addressing concerns
- Manage on-site evaluations, internal audits and customer surveys
QatarAirways
Customer Service Agent
06.2016 - 06.2021
Job overview
- Assist customers via emails, and social media.
- Handle online failures and reply via Zendesk.
- Add required remarks in suspected transactions and advise customers to complete CCVR.
- Complete refund/voucher requests of customers.
- Assist customers from global markets in three different languages ( French, English, and Arabic).
- Apply strong communication and negotiation skills regarding refunds and merchandise exchanges
- Achieve high satisfaction rating through proactive one-call resolutions of customer issues
- Evaluate customer information to explore issues, develop potential solutions and maintain high-quality service
Education
University of The PeopleUnited States
Bachelor of Science from Computer Science
09.2019 - Current
University Overview
- Continuing education in programming.
High School Wardia 20 MarchTunis
High School Diploma
06.2011 - 06.2013
University Overview
Skills
CRM
Technical Support
Creative problem solving
Administrative support
Training development aptitude
Staff leadership
Attention to quality
Quality service
Software
Python
Java
Power Point
Amadeus
Zendesk
Qualtrics
PowerBI
Timeline
Lead Quality Agent
QatarAirways
06.2021 - Current
University of The People
Bachelor of Science from Computer Science
09.2019 - Current
Customer Service Agent
QatarAirways
06.2016 - 06.2021
High School Wardia 20 March
High School Diploma
06.2011 - 06.2013