Djamila B

Led a team of call center agents in a fast-paced travel-hosting platform, overseeing daily operations to ensure seamless customer service delivery and efficient booking processes. Monitor and evaluate agent performance through regular coaching sessions, call monitoring, and KPI analysis, driving a culture of continuous improvement. Managing team scheduling, shift planning, and real-time queue management to ensure optimal coverage and service levels during peak travel periods. Handle escalated customer issues professionally, providing timely resolutions to ensure customer satisfaction and brand loyalty. Collaborate closely with operations, and product teams to stay updated on new packages, policies, and seasonal offers, ensuring accurate and up-to-date information was communicated to customers. Conduct training sessions for new hires and ongoing skill development programs for existing team members on CRM systems, destination knowledge, and customer service techniques. Analyze call center metrics and generated reports for senior management to support strategic decisions and identify trends or areas for improvement. Implemente initiatives that improved first-call resolution rates, reduced call handling times, and increased upselling of hosting related products (e.g., insurance, tours, upgrades). Ensured compliance with data protection regulations, health and safety standards, and customer service protocols across all interactions.

Perfect knowledge of the products offered but the client, so as to provide the most comprehensive response to customers; Active listening in order to identify customers problems and provide them with an appropriate solution while showing initiative and dynamism; Having negotiating skills; Being patience and have the ability to maintain composure in the most uncomfortable situations, particularly when dealing with demanding or dissatisfied customers; contribute in coaching session for new hires and sharing my knowledge and expertise on the process and workflows.

Analyze customer needs and propose appropriate technical solutions. Participate in defining the company's commercial and business plan. Conduct key sales negotiations in close collaboration with the technical engineers. Keep a close eye on the company's major and long-standing customers. Prepare sales forecasts, pipeline reports, and business performance reviews for senior management. in addition to the BDM role i had a junior sales team to manage, monitor and help close deals participate in weekly meetings with the engeneer team to dissect technical reccuent issues and find optimal solutions.