Omar Abdel Aziz

Experience

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  Vodafone

  Sept 2015 - Jul 2016

  Monitoring advisors’ performance to achieve daily/monthly targets. Creating and applying action plans for underachieving advisors. Following through on inquiries to ensure completionManaging the performance of the team seriously but tactfully. Exhibiting patience in order to appease the most difficult clients. Committing to exceptional customer serviceMultitasking with ease to handle the needs of various advisors at the same time.

  • Call Center Team Leader

    Feb 2016 - Jul 2016

  • Customer Service Representative

    Sept 2015 - Feb 2016
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  Prime oil

  Jul 2016 - Mar 2017

  Technical Sales Engineer

  Achieves maximum sales profitability, volume growth and account penetration focused on Industrial (IND) lubricants by effectively selling lubricants, ancillary products and related services.Assists customers in selecting those best suited to their needs as an expert with industrial and automotive equipment.

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  Teleperformance

  Mar 2017 - Dec 2021

  Conducting product knowledge trainings on the use of macOS, iOS and Microsoft office to support and develop the use of technology.Working primarily with agents and supervisors, responsible for monitoring interactions to ensure that needs of the customer and client are met on each every interaction.Aligning with client to make sure that our scoring perspectives are calibrated. Conducting one-to-one and group coaching sessions. Providing product knowledge support as an expert in (iOS, macOS, watchOS and iPadOS)Conducting QA training sessions to achieve process level improvement. Collecting customer’s feedback and VOC, sharing it with client and offering appropriate procedural changes to match customers feedback. Performing “Root Cause analysis” to identify challenges and opportunities. Develop reports in excel to inform about top call drivers and main opportunities found.Directly involved in implementing procedures to ensure that our company is COPC compliant and certified. Show less

  • Quality Assurance Coordinator

    May 2018 - Dec 2021

  • Technical Support Specialist

    Mar 2017 - May 2018
• 

  DAMAC Properties

  Dec 2021 - Feb 2022

  Quality And Training Specialist

  Develop programs and curriculum for the employee of the organization for orientation and in-job trainingAnalyze the effectiveness of training and workshops to the employees and develop appropriate modification if neededCollaborate with the company’s management to identify training needs and schedule appropriate training sessions for employeesEnsure the compliance of the company’s employees to cooperate with standards and procedures during training sessions. Create, define, embed and own the end to end Quality and Training strategy. Implement and deliver coaching and continuous improvement frameworks for all members. Create, develop, and implement tools and other methods to continuously improve quality, efficiency and customer experience. Show less

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  The Giving Movement

  Mar 2022 - now

  - Successfully increased CSAT score from 18% in 2022 to an impressive 86% in 2023. - Developed and implemented agent SOP, resulting in a more efficient customer journey and heightened overall satisfaction. -Established QA scorecards for consistent monitoring of interactions, ensuring a high standard of service. -Initiated company-wide NPS surveys to measure customer advocacy, fostering crossdepartmental collaboration for effective feedback implementation.-Customized CRM platforms (Freshdesk/Freshchat/Zendesk) to specific requirements, seamlessly integrating social media channels and email inboxes for enhanced operational efficiency.-Engineered a bot flow that reduced human interaction by 30%, serving as a valuable selfhelp resource for customer queries and pre-sale questions.-Currently leading a team of 5 QAs, ensuring continuous agent monitoring, providing 1-to-1 feedback, and delivering process-wide training. -Created action plans for process outliers, incorporating multiple checkpoints to ensure ongoing agent improvement. -Assisted in outsourcing a portion of the CS department, including hiring, training, and process creation, resulting in a significant reduction in cost per agent from 7000 AED/agent to 2600 AED/agent. -Successfully outsourced the complete call center to India, sourcing Arab nationality resources at 1/3rd the cost of existing outsourcing partners in the UAE, resulting in a savings of AED 3 million annually. -Created customer-facing scripts, email macros, and canned responses. Extended customer support availability to 24/7 for all channels (excluding Inbound) from a previous 9 AM to 6 PM working window. -Introduced new channels for customers to contact the support team, including Live Chat, Twitter, Inbound helpline, and US helpline. -Contributed to a substantial reduction in first response time for emails from 5 days to less than 1 hour and in live channels from 24 hours to less than 1 minute. Show less

  • Quality and Training Lead

    Oct 2022 - now

  • Quality and Training Specialist

    Mar 2022 - Sept 2022