Omnia Ibrahim

Experience

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  Teleperformance

  May 2015 - Jun 2017

  Expedia Canada (Tier 1) | Teleperformance Egypt (Tier 2), Cairo Egypt 2015 to 2017Provided hands-on assistance as a Tier 1 agent by efficiently managing routine tasks, initiating best practices, and adhering to business policies and guidelines. Aided customers by providing frontline service regarding Airlines in collaboration with Sabre, such as promptly resolving all client problems. Improved company productivity as a Tier 2 agent by proposing alternate recommendations for customers’ problems. • Earned customer satisfaction by resolving complex issues of clients’ through identifying root cause, providing best solution, and mentoring throughout the resolution process. • Minimised write off and lost debt by leading customers and training agents towards work excellence. Show less

  • Senior Travel Consultant (T II Agent)

    May 2015 - Jun 2017

  • Travel Consultant

    May 2015 - Dec 2015
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  Emirates Islamic

  Aug 2018 - Jun 2019

  Associate
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  Emirates NBD

  Jun 2019 - Mar 2021

  Priority Banking Team Lead

  Delivered top-notch administrative support by receiving inbound calls from PRB/PB/VIP, and Royal segments, demonstrating product knowledge of CASA, FD, CC and loans, answering questions, and resolving problems. Play a key role in the development and progress of newly hired talents during OJT period by acting as a SME. Optimized working performance of 12 to 15 customer service representatives by guiding and leading employees towards work excellence and best operational practices. Maximised efficient working environment and ensured execution of service requests by collaborating with corresponding with other departments while meeting deadlines and TAT requirements. Achieved company goals by accomplishing KPIs while following parameters such as CSAT, FCR, SQ and AHT in compliance with company needs and expectations. Ensured exceptional customer experience by delivering exceptional services, handling complaints, responding to queries, and resolving issues in a courteous manner. Show less

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  Fawry MSME Finance

  Mar 2021 - Jan 2024

  • Assisted in building the outbound call center team and enhancing its system.• Collected data and statistics regularly for analysis to improve lead processing and maximize productivity. • Ensured that the unit resources are used correctly to produce optimal results.• Monitored the performance of the team leaders and provided feedback (Weekly, Monthly) • Contributed to realizing the metrics that should determine the performance of the sales agents.• Closely cooperated with the head of the department, Risk Team, and Credit admin to achieve the company’s goal.• Provided support to the Head of Department in implementing business strategy and achieving the annual plan. Show less

  • Sales Manager

    Apr 2022 - Jan 2024

  • Sales Team Lead

    Dec 2021 - Apr 2022

  • Acting as Sales Unit Supervisor

    Nov 2021 - Dec 2021

  • Digital Finance Team Lead

    Mar 2021 - Nov 2021
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  Axis

  Nov 2022 - Jan 2024

  Telesales Manager

  • Develop and implement sales strategies to increase revenue and market • Manage a team of the tele-sales to achieve sales targets. • Conduct market research to identify new opportunities for growth in the fintech industry. • Build and maintain relationships with key clients.• Monitoring sales metrics and analyzing data to identify areas for improvement.• Collaborating with other departments, such as marketing and customer service, to ensure a seamless customer experience.• Creating sales reports and presenting them to senior management.• Ensuring compliance with company policies, procedures, and regulations.• Keeping up-to-date with industry trends, competitors, and new products/services in the market. Show less

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  Confidential

  Aug 2023 - now

  Product Business Manager