Omar Gouda

Experience

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  The Grand Plaza Hotel Smouha - Alexandria

  Jul 2019 - Sept 2019

  Commis Chef

  Worked and trained in the Multiple departments in the Kitchen. Monitored kitchen equipment and reported issues to superiors. Continually developed culinary knowledge to produce high-quality meals. Measured, mixed, and prepared meal ingredients, sauces, and seasonings. Washed, chopped, and cut fruit, meat, and vegetable items Assessed inventory and requested resupply when necessary. Plated meal items under the chef de partie’s supervision. Disposed of spoiled items and adhered to sanitation policies. Show less

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  CreditGO

  Jul 2020 - Oct 2020

  Customer Service Representative

  Troubleshooting problems facing clients with the company's app. Seeking new clients. Providing clients with news concerning any new services or bonuses provided by the company.

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  TELUS International

  Feb 2022 - Jul 2022

  Ads Rater

  Reviewing google and YouTube queries in correspondence to their search results. Providing feedback and rating according to the results relevance.

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  PUA Travel unit

  May 2022 - Jul 2022

  Marketing And Public Relations Specialist

  Responsible for creating advertising campaigns for trips. Placing pricing strategies and managing deals with touristic establishments.

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  Concentrix

  Nov 2022 - Nov 2023

  Key Responsibilities & Achievements:◧ Achieved a notable 20% improvement in knowledge retention among both new and existing agents through meticulously crafted training programs and personalized coaching sessions, culminating in reduced errors and heightened performance levels.◧ Analyzed trends and metrics to extract actionable insights, leading to the implementation of data-driven changes that yielded a remarkable 15% increase in customer satisfaction and an impressive 10% reduction in operational costs.◧ Successfully assumed the role of acting manager, overseeing teams of up to 25 agents with efficiency and composure, ensuring seamless operations and maintaining peak productivity levels.◧ Resolved issues promptly and fostered a positive team environment, even under pressure, resulting in a commendable 25% decrease in escalations and nurturing a culture of collaboration and mutual respect.◧ Developed and meticulously maintained expert-level documentation, contributing to a significant 30% enhancement in team efficiency and an appreciable 20% reduction in resolution times for customer inquiries.◧ Proactively identified and addressed potential issues, resulting in a notable 15% decrease in service disruptions and ensuring uninterrupted service delivery to customers.◧ Cultivated a positive and collaborative team culture, leading to a substantial 20% increase in agent morale and a commendable 10% improvement in overall productivity. Show less Respond promptly and professionally to incoming customer inquiries in person, by telephone, or by email. Providing clients with news concerning any new services or bonuses provided by the company. Explain simply and clearly in response to customer questions and check for customer understanding and acceptance. Assist clients by demonstrating the use of goods and programs and answering any questions they may have. Establish and maintain good rapport with customers by using positive language and anticipating their needs. Show less

  • Subject Matter Expert

    Jun 2023 - Nov 2023

  • Customer Support Associate

    Nov 2022 - Jun 2023
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  E& UAE

  Nov 2023 - Nov 2024

  Senior Customer Service Representative

  Key Responsibilities & Achievements:◧ Identified billing discrepancies, leading to a notable 20% reduction in billing errors through meticulous analysis and clarification of billing statements.◧ Executed precise account adjustments and recommended cost-saving solutions, enhancing financial management for high-end clientele.◧ Attained an impressive 95% resolution rate for intricate technical issues spanning mobile, landline, TV, and home internet services at Etisalat, ensuring swift problem-solving and high customer satisfaction levels.◧ Maintained an exceptional customer satisfaction rating of 90%, fostering strong rapport and trust with discerning clients.◧ Employed active listening and empathy to address customer concerns, resulting in positive experiences and enduring loyalty.◧ Showcased expertise in Etisalat's latest promotions and offerings, driving a commendable 15% increase in upsell and cross-sell opportunities.◧ Proactively recommended optimized plans and cost-saving solutions, contributing to revenue growth and bolstering customer retention. Show less

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  RAKBANK

  Nov 2024 - now

  Contact Center Voice Specialist