ICMI certified Operations Manager, with 7 years working experience as Assistant Director Reservations Operations in Emaar Hospitality Group. I was responsible for bringing the “Call Center” culture in the Reservations office and turning it into a Sales Center for Address Hotels, Vida Hotels and Armani Hotel Dubai. I successfully implemented WFM, Email management system, CTI, Call back request, QMS, upselling program; improved accessibility, response time, call conversion, employee satisfaction. One of my achievements has been creation of environment that enabled the Call Centre consistently to reach the targets for service level and quality, drive customer satisfaction and employee engagement, with lean manpower. My knowledge and experience will help you have a call Centre that will create value to the customers and organization.