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Omar Atef Hassan
Operations Supervisor at Concentrix
Faisal, Giza, EgyptWork Experience
Subject Matter ExpertFull Time
Oct 2023 - Dec 2023 -2 months
Egypt , Cairo
- Job Details:• Develop and deliver training programs, fill product knowledge, technical and soft skills gaps for new trainees during the nesting period. • Identify inefficiencies in contact center processes and suggest improvements, Act as a resource for complex customer inquiries or issues, assisting in their resolution, Monitor and assess customer interactions, providing the feedback and guidance to improve service quality. • Assist in coaching, mentoring, and guiding the agents to achieve their best performance, Maintain a high standard of customer experience
Travel ConsultantFull Time
Mar 2022 - Oct 2023 -1 yr, 7 months
Egypt
- Job Details:• Enhanced professional customer relationships through responding to inquiries promptly while ensuring that the service provided meets the contractual Key Performance Indicators (KPIs), sharing the best practices as an overachiever with the team members. • Implemented a new way of follow-up with customers, succeeded in reducing the percentage of follow-up incoming calls from 15% to 7%. • Reached to be the delegate for an entire team while my manager is not around, ensuring that everyone knows exactly what they are supposed to be doing. • Monitored and enhanced the team and individual performance, came up with solutions, and implemented corrective actions to boost and maintain the team performance rank as we achieved the first monthly rank out of 25 teams three times in just five months.
General AccountantFull Time
The office of the Chartered Accountant Ali Hamza
Oct 2021 - Mar 2022 -5 months
- Job Details:Responsible for doing the accounting work for clients in full, creating and working on the entire documentary cycle for variety of clients business fields. Preparing and auditing financial statements and budgets and submitting them to the Tax Authority on behalf of clients.
Insurance Financial AdvisorFull Time
Sep 2020 - Sep 2021 -1 yr
- Job Details:• Tailored investments and insurance plans to address needs, interviewed +12 clients daily to determine income, expenses, and financial objectives. • Developed the bank staff through training, monitoring, coaching and motivating, succeeded in making them aware enough and able to finalize the sales process, delegated and trusted them to maximize the sales production, the maximum achievement percentage we achieved was 168%. • Conducted one-to-one and team meetings continuously to measure the achievements progress, ensure quality assurance and to renew the team spirit.
Contact Center AdvisorFull Time
- Job Details:Responsible for resolve Americana Group UAE customers inquiries, promoting Americana food products for more than one chain of well-known restaurants over the phone and send customers orders to branches. Always ready for rotational shifts, updates and huge amount of incoming calls on a daily basis.
Education
Bachelor's Degree in Commerce and Business Administration
Helwan UniversityJan 2015 - Jan 2019 - 4 yr
Achievements
Lean Six Sigma Yellow Belt Certified
Skills
Languages
English
Fluent
Training & Certifications
Lean Six Sigma Yellow Belt
2023