Y*****i

$5 / hour

About Candidate

Location

Work & Experience

S
Subject Matter Expert / CSR / Email / Chat Support December 2011 - December 2012
TechnoInfo, INC

Customer Service / Email & Chat Support - Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. - Responded to customer requests for products, services and company information. - Processed online orders for medications with prescription from the company's Doctor. - Investigate billing related concerns, come up with a resolution with the targeted SLA. Subject Matter Expert - Collaborated with management to identify and prioritize new development concepts. - Led teams in the absence of the assigned supervisor. - Provide real time assistance to colleagues and sharing techniques to allow them to perform at a higher level.

S
Sales Representative June 2013 - November 2013
Sykes

- Increased sales by offering consultation on products and services and applying customer service and upselling techniques. - Provide the best travel routing that is also cost-effective at the same time while maintaining sales goals.

T
Travel Consultant February 2014 - August 2014
Teleperformance

- Informed clients of travel policies and utilized preferred vendors to maximize company profits - Organized trips for individual, family and business travelers. - Worked closely with clients to understand unique needs and meet specific travel desires. - Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations. - Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.

T
Team Leader OIC September 2014 - December 2014
Teleperformance

- Mentored and guided employees to foster proper completion of assigned duties. - Built strong relationships with customers through positive attitude and attentive response. - Facilitated training for associates through daily coaching and regular performance appraisals. - Coached team members in customer service techniques, providing feedback and encouragement.

Q
Quality Assurance Specialist October 2016 - April 2017
Teleperformance

- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs. - Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies. - Participated in departmental meetings to establish short- and long-term strategy. - Analyzed quality and performance data to support operational decision-making. - Monitored KPIs to proactively address bottlenecks and quality issues.

T
Telesales Agent July 2017 - December 2017
DYNINNO Travel

- Increased sales by offering consultation on products and services and applying customer service and upselling techniques. - Provide the best travel routing that is also cost effective at the same time while maintaining sales goals.

E
Event Coordinator February 2018 - March 2020
Higher Growth

- Created and maintained event expenditures, budgets and timelines in job-related software. - Consulted with customers to determine objectives and requirements for events. Coordinated schedules and timelines for events. - Utilized internal databases to prepare and distribute guest lists, electronic invitations and registration processes.

T
Team Leader / Quality Analyst April 2020 - March 2024
OfficePartners360

- Mentored and guided employees to foster proper completion of assigned duties. - Build strong relationships with customers through positive attitude and attentive response. - Facilitated training for associates through daily coaching and regular performance appraisals. - Assisted with new hire processing and existing training programs. - Coached team members in customer service techniques, providing feedback and encouragement. - Led team of multiple accounts and LOBs while providing exceptional customer service.

Awards

T
Travel Industry Council of Ontario (TICO) July 2014
Certification ID: T750594 The Travel Industry Council of Ontario (or TICO for short) is Ontario's travel industry regulator responsible for consumer protection laws. All travel agencies, booking websites, and tour operators in Ontario are regulated by TICO. By law, anyone who sells travel or provides travel advice must pass a certification exam with TICO.

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