Mohamed Barre

Sr manager digital transformation @Flair airlines

Startup FounderConsultingCall CenterCustomer ServiceChief Customer Officer (CCO)Case ManagerClient Relations SpecialistChat SupportLive ChatCustomer Care SpecialistCustomer Retention SpecialistProduct ConsultantData EntryBusiness Analyst🔥 Startup FounderBusiness Owner👍 Sales & BizDev🧨 ConsultingCustomer Success Manager🏐 SportsCoach✨ Business OwnerAthlete ManagerSport ManagerAdvisorCustomer ResearcherAssociateManager

Achieved a 40% improvement in overall customer journey satisfaction through meticulous mapping of touchpoints. -Led the development of the 'Managed by Booking' online portal, reducing contact center conversations by 36%. -Collaborated closely with the e-commerce team to develop and manage the 'Managed by Booking' online portal, resulting in a 36% decrease in contact center conversations and streamlining customer experiences. -Designed and developed an efficient flight disruption rebooking tool, resulting in a significant drop in refund requests from 54% to 8%. Achieved a total cost saving of approximately $33 million from reduced refunds. -Achieved a remarkable 90% reduction in flight disruption inquiries to the contact center. -Within just 6 months of launch, over 200,000 customers successfully utilized the tool. Achieved substantial cost savings of $1.5 million by significantly reducing productivity hours. -Launched a Virtual Assistant, engaging with over 3 million customers and achieving an exceptional 85% engagement rate, far exceeding industry standards. This innovation led to substantial cost savings of $4.6 million in productive hours, optimizing resource allocation and reducing traditional customer service interventions. -Achieved an 85% containment rate with the Virtual Assistant, demonstrating its effectiveness in autonomously resolving customer queries, and significantly enhancing our CSAT by 35%. Improved recovery processes and increased customer satisfaction through new program implementation. Enhanced operational efficiency and contributed to overall success. - Drove a remarkable $2 million annual revenue increase through strategic operational reforms, while ensuring premium guest experiences. - Enhanced staff efficiency and satisfaction by 30%, fostering a collaborative environment that led to significant cost savings. - Implemented occupancy optimization strategies, boosting room revenue by $1.5 million annually, a testament to my expertise in demand and supply management. - Cultivate

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