Samer Mikhael
About Samer Mikhael
Samer Mikhael is a Contact Tracer Team Lead at the Ontario Ministry of Health, with extensive experience in customer service roles across various companies, including Booking.com and Summitt Energy. He holds a Master's degree in Guiding & Tourism and a Bachelor's degree in Spanish Language and Literature.
Current Role at Ontario Ministry of Health
Samer Mikhael currently serves as a Contact Tracer - Team Lead at the Ontario Ministry of Health. His role involves overseeing a team responsible for managing contact tracing efforts related to public health. He has been in this position since 2020, contributing to the organization's response to health crises.
Previous Experience at Booking.com
Samer Mikhael has held multiple positions at Booking.com, including Senior Customer Service Guest Specialist and Customer Service Team Lead. His tenure at Booking.com spanned from 2017 to 2020, during which he played a significant role in enhancing customer service operations. He successfully led a team that managed a high volume of customer interactions, achieving customer satisfaction rates above the North American peer average.
Background in Customer Service
Before his roles at Booking.com, Samer worked as a Customer Service Representative at Summitt Energy from 2016 to 2017. His experience in customer service spans several years and includes various leadership roles, where he has consistently focused on improving customer satisfaction and team performance.
Educational Qualifications
Samer Mikhael holds a Master's degree in Guiding & Tourism from Sinai High Institute For Tourism and Hotels, which he completed from 2005 to 2007. Additionally, he earned a Bachelor's degree in Spanish Language and Literature from Ain Shams University between 1997 and 2001. His educational background supports his extensive experience in customer service and tourism.
Achievements in Team Leadership
Samer has demonstrated effective team leadership throughout his career. He achieved a 3% increase in quality results within three months, reaching a customer satisfaction rate of 97.5%. He successfully led a team that handled an average of 37,000 cases per quarter, consistently exceeding peer averages in customer satisfaction, productivity, and other performance metrics.