1. Peter Philip
Supervisor
Personal Info
Marital status
Married
Date of birth
1990-09-10
Place of birth
Cairo
Citizenship
Egyptian
Address
06 AlNaam Square, Cairo
Egypt
Phone
+201200642226
E-mail
peterphilip75@gmail.com
Social media
LinkedIn
www.linkedin.com/https://www.linkedi
n.com/in/peter-philip-525777a7?
trk=nav_responsive_tab_profile
Skills
Ambitious , Flexible & cooperative
with spirit team , Quick learner &
reliable , working for a long time ,
High ability of persuasion , Organized
with attention to details .
Languages
Call Center Supervisor with over 04 years of experience specializing in Travel & Tourism
Management for international companies.
I can implement effective Travel & Tourism strategies at local & global levels.
My greatest strength is business awareness, which enables me to manage & delivery updated
info for my colleagues.
Experience
2015-09 -
present
Call Center Supervisor
Flyin.com
• Supervises and coordinates all processes and activities in the Call Center ensuring
all policies and procedures are followed.
• Responsible for the performance of a team of up to 70 agents to meet/exceed key
performance metrics for both quality and sales production.
• Support the call center agents & provide them with all updated info which related
travel field.
• Constantly visible appearance by walking in the call center floor assisting and
coaching agents to provide timely and accurate service to customers.
• Provides formal and informal feedback to staff members on a regular basis as a
means to hold each member accountable for their work.
• Ensures the call center agents are in adherence to their shift schedules.
• Provide training sessions for staff with all our new offers.
• provide & explain all airline circular which include Airlines offers, private deals or
updated info regarding to visa requirements or check-in policy as example.
• provide training sessions for new hiring agents ( Destination & Amadeus ) Courses
& all company work procedures.
• Investigates and resolves customers complaints.
• coaching staff constantly in order to avoid mistakes & help agents to advice
him/her how to improve his/her performance.
• coaching staff to improve their sales skills in order to can sell our products & offers
which reflect on their sales numbers.
• monitor & evaluate team leaders performance.
• analysis agents performance Based on preparing daily sales performance.
• prepare conversion rate sheet in order to analysis performance for agent with
another way , comparing with calls which received & items which sold.
• coordinate with other departments in company which related or serve our work
procedures like ( Tours & Flight Operation Team , HR Dept , Quality Dept & finical
Dept ).
• Reviews all daily reports like ( Calls report , Sales report , attendance report &
performance report ).
• preparing motivation plan for call center team to make work environment more
competitive.
2015-01 -
2015-08
Call Center Team Leader
Flyin.com
• Handling complaints from both staff & customers.
• Ensure that client and provider issues are dealt with in a timely manner.
• analyses team performance & report it for supervisor .
• provide agents with all updated info .
• help agents & answering about all customer & staff inquiries.
• monitor & make sure that call center rules are followed strictly.
2014-06 - Senior Travel Consultant
