BASSAM ALZABIDI

• Managing (+10 Agents) Cx operations and providing strong team leadership to meet performance goals and deliver excellent customer service.
• Resolve daily operational issues by effectively managing communication and coordination between Cx and operations teams to ensure timely order closures and smooth workflows.
• Oversee complaint management and escalation handling, ensuring prompt and professional resolutions of all customer issues.
• Monitor team performance, conduct reporting analysis, and apply strong analytical skills to prepare actionable management reports.
• Develop and enforce SOPs for efficient customer service operations.
• Coordinate staff scheduling and workforce planning to guarantee adequate team coverage during peak periods.
• Deliver customer service training and perform regular performance evaluations of team members to continuously improve skills and results.
• Collaborate with internal teams to streamline processes and enhance customer experiences.
• Oversee marketplace operations, ensuring smooth transactions and order fulfillment.
• Maximize profitability by onboarding merchants, managing listings, and implementing pricing strategies.
• Work with developers to enhance platform functionality and improve processes.
• Utilize call center software such as Amazon Connect, Bevatel, Zoho CRM, and Zendesk to manage inbound/outbound calls, chatbots, WhatsApp messaging, and feed AI assistance.
• Monitor team performance, and streamline CSAT operations.
• Monitor and optimize call handling procedures for inbound/outbound calls, implementing quality assurance measures and real-time feedback to improve first-call resolution and customer satisfaction scores.
• Coordinate with delivery teams and third-party aggregators to monitor delivery performance, resolve delays, and ensure timely order completion.
• Streamlined operational processes to enhance service delivery and reduce turnaround times.
• Led cross-functional teams to implement strategic initiatives improving service efficiency and customer satisfaction.

• Responding to customer inquiries +100 interactions daily , addressing their concerns through various channels, such as email, phone, or chat.
• Providing customers with accurate and detailed information about products or services offered by the company.
• Handling customer orders, processing payments
• Delivered exceptional customer support through multiple channels, including phone, email, and chat.
• Resolved complex customer inquiries by leveraging product knowledge and system resources effectively.
• Trained new team members on customer service protocols and company policies to ensure consistency.
• Implemented process improvements that enhanced response times and overall customer satisfaction levels.
• Developed and maintained comprehensive knowledge base to streamline issue resolution processes for staff.
• Led initiatives to enhance service quality, resulting in improved efficiency within the customer support department.
• Collaborated with cross-functional teams to identify trends in customer feedback and recommend solutions.
• Analyzed performance metrics to drive strategic decisions focused on optimizing service delivery outcomes.

• Data Analysis and online content moderator in Arabic and English languages.
• Content moderation/review work
• Review content categorized as abuse (sensitive text and images) by users
• Review and take action on content that violates policies including copyright/pirated content
• Help users to reset their password or suspend/unsuspended their accounts
• Review user accounts to verify their identity and take action - Judge/decide on content by referring to client policy/guidelines
• Respond back to users with necessary actions that must be taken to correct content
• Analyzed complex datasets to identify trends and provide actionable insights for business decisions.
• Developed and maintained automated reporting tools to enhance data accessibility and accuracy.
• Implemented effective content review processes, enhancing accuracy and efficiency of moderation tasks.
• Moderated user-generated content to ensure compliance with community guidelines and platform policies.

Handle escalated tickets by reviewing cases prior to forwarding them to Headquarters in Dublin (Ryanair).

• Receive and manage customer escalation calls transferred from frontline teams.
• Perform floor-walking duties by supervising team members and monitoring service quality and performance.
• Provide specialized support for all medical-related customer queries.
• Assist passengers with disabilities in adding wheelchair services to their reservations.
• Process waiver letter requests and approvals for passengers traveling with medical devices (CPAP machines, nebulizers, mobility scooters).
• Arrange seating and airport assistance for passengers with reduced mobility, as well as support for vision-impaired and intellectually disabled customers.
• Mentor and coach new team members on effective query handling and system usage (Skyspeed, Navatir, MailManager).
• Analyze customer feedback and translate insights into actionable improvements to enhance customer experience.
• Collaborate with cross-functional teams to design and execute customer experience initiatives and projects.
• Develop and implement strategies to improve customer satisfaction and loyalty.
• Create and maintain dashboards to monitor key customer experience performance metrics.
• Monitor, track, and report on customer experience KPIs to ensure continuous service improvement.

• Manage bookings & customer inquiries with calls, chat, and email.
• Advise passengers about their booking and resolve any check-in issues.
• New booking and collect payment if any upgrade or extra added services.
• Call back customers to resolve booking matters.
• Pick up transfers line manager calls and escalated matters via calls, chat, or email.
• Manage bookings & customer inquiries with calls, chat, and email.
• Advise passengers about their booking and resolve any check-in issues.
• New booking and collect payment if any upgrade or extra added services.
• Call back customers to resolve booking matters.
• Pick up transfers line manager calls and escalated matters via calls, chat, or email.
• Trained new team members on customer service protocols and company policies to ensure consistency.
• Implemented process improvements that enhanced response times and overall customer satisfaction levels.

• Account manager for SMS & Marketing.
• Analyzed market trends to inform product positioning and competitive strategy.
• Collaborated with cross-functional teams to streamline sales processes and improve efficiency.
• Conducted in-depth client consultations to identify pain points and recommend solutions.
• Coordinated sales presentations tailored specifically for individual clients'' needs and preferences.
• Utilized CRM software to track leads, monitor progress, and maintain accurate records of all client interactions.
• Established strong client relationships for increased customer loyalty and repeat business.
• Exceeded customer requirements with accurate and deliverable solutions.
• Represent the company solutions to all prospects, leads, existing clients, and generate leads.
• Accounts managing and creating quotations, negotiation, and closing.
• conduct sales cycle working with inside sales team&lead generation team.
• Led strategic sales initiatives to enhance customer acquisition and retention.
• Developed tailored solutions using Unifonic's communication platform for diverse client needs.