Rashad D.

07/2024 - Present

Supervising call center agents’ login readiness to ensure full

operational coverage and availability.

Providing on-the-spot support to agents for escalated or

unresolved customer inquiries.

Handling angry or dissatisfied customers when escalation

was required, ensuring issues were addressed professionally.

Monitoring call quality and agent performance, offering

feedback to maintain service standards.

Managing official website and social media moderation,

ensuring prompt and appropriate responses.

Preparing monthly customer relations reports and daily

abandoned call reports to support continuous improvement

and follow-up.

Make follow up CSI / NPS analysis and call center activity

reports.

I coordinate with our IT department to address any systemrelated issues, ensuring smooth communication and

workflow

04/2021 - 06/2024

I am responsible for managing the official email of our

company, ensuring that all incoming messages are properly

handled.

Extract after sales data from SAP for following up surveys

and distribute them to Colleagues.

Handling Toyota Website backend (Complaints & Sales

Leads) using SAP.

Handle sales & maintenance complaint calls and act

accordingly.

Promote maintenance appointments to the customers.

Report any irregularities to the CR supervisor as per the work

sequence sheet.

Update Customer and Vehicle information in the Database.

(FTI Touristik Group)– Hurghada-Red Sea

07/2017 - 03/2021

Stay updated on changes in airline regulations, policies, and

industry trends.

Monitor and control seat inventory under the agency’s

contracted flights, optimizing allocation to maximize revenue.

Adjust system's flight rates upon any updates from Airlines.

University of Sadat City Faculty of Tourism and

Hotels

2018 - 2021

Master's Degree in Tourism and Hotels