Summary
Overview
Work History
Education
Skills
Software
Timeline
Hi, I’m

Alaeddine Kallali

Doha,Qatar
Alaeddine Kallali

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

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 People
United States

Bachelor of Science from Computer Science
09.2019 - Current

University Overview

  • Continuing education in programming.

High School Wardia 20 March
Tunis

High School Diploma
06.2011 - 06.2013

University Overview

Skills

CRM

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Software

Excel

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

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Alaeddine Kallali