Hossam mokhtar

Review operational cases, transactions, and data for integrity concerns, policy deviations, risk indicators, and compliance issues. Apply analytical judgment, confidentiality, evidence-based review, and accurate documentation in a high-accountability environment.

Lead omnichannel customer support operations across live chat, email, WhatsApp, and other channels, with ownership of escalations, queue health, workload prioritization, service quality, and customer recovery. Manage team coaching, QA practices, KPI/SLA performance, Voice of Customer reporting, root-cause analysis, and recurring operational reviews.

Monitor post-service quality and customer outcomes for roadside assistance cases, supporting service recovery and issue resolution in a time-sensitive environment.

Audited complex travel transactions involving refunds, exchanges, name corrections, schedule changes, and GDS workflows; identified quality and policy gaps and coached agents on improvement opportunities. Analyzed trends, exceptions, and performance outliers; escalated high-risk cases with potential financial, operational, or legal impact.

Led a customer support team with focus on performance, morale, KPI alignment, stakeholder communication, and day-to-day operational coordination. Reviewed team metrics and supported workflow improvements to maintain service quality in a fast-moving travel environment.

Handled complex travel inquiries, bookings, ticketing, changes, refunds, and exchanges across GDS environments while maintaining accurate CRM documentation.

Coordinated dispatch activities and real-time communication between customers and roadside service teams.

Delivered high-touch support to elite and high-value travelers across flights, hotels, and car bookings, including rebooking, disruptions, relocations, vendor negotiations, and service recovery. Provided frontline agents with SABRE/GDS and policy guidance and resolved complex, time-sensitive escalations requiring strong judgment and ownership.

Supported SAP functional implementation and ongoing business support, translating operational requirements between users and technical teams.

Coordinated ERP-related digital transformation activities across the Food Holding sector and supported stakeholder alignment between business, operational, and technical teams. Performed internal audit and compliance work focused on process efficiency, data integrity, controls, and operational consistency.

Provided virtual assistance services.

Coordinated a major consumer retail initiative involving vendors and stakeholders, with focus on availability, fair pricing, and organized event execution.

Managed file control and organization.

Pursuing an MBA with an expected completion in the near future.

Earned a Bachelor of Commerce degree.

Completed the Google Project Management Professional Certificate.

Completed the McKinsey Forward program.

Earned a Lean Six Sigma Green Belt certification.

Completed the High Performance Collaboration: Leadership, Teamwork & Negotiation course.