ola zayed
@olazayed
I lead call center operations, improving customer satisfaction, quality scores, and team performance.
EgyptWhat I'm looking for
At ALBAIRAQ TRAVEL, I lead a 25-agent contact center, introduced a quality assurance framework that improved call audit scores by 15%, and built a feedback loop that reduced repeat complaints by 30%.
Previously at ALMOSAFER TRAVEL GROUP, I led 20+ agents across voice and digital channels, improving first-contact resolution by 25%, reducing handling time by 18%, and raising CSAT from 84% to 92%. My background also includes travel consulting, ticketing, booking support, refunds, complaint resolution, coaching, onboarding, KPI management, and operational reporting.
Experience
Work history, roles, and key accomplishments
Call Center Manager
Albairaq Travel
Apr 2025 - Present (1 year 5 months)
Leading day-to-day operations of a 25-agent contact center, ensuring alignment with KPIs, SLAs, and customer satisfaction targets. Spearheaded a new quality assurance framework, resulting in a 15% improvement in call audit scores within the first quarter.
Education
Degrees, certifications, and relevant coursework
Helwan University
Bachelor of Arts, Islamic Archaeology
2004 - 2008
Pursued a Bachelor of Arts in Islamic Archaeology, gaining knowledge in historical and cultural heritage studies.
Availability
Location
EgyptAuthorized to work in
Job categories
Skills
Interested in hiring ola?
You can contact ola and 90k+ other talented remote workers on Himalayas.
Message olaGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
