Omar Hamid

Customer Support Team Lead

• Job Details:Lead and mentor a team of customer support representatives to ensure high-quality, consistent, and empathetic service delivery across all channels. Monitor daily operations and case queues to resolve bottlenecks, and ensure timely resolution of complex or sensitive customer issues. Use data analysis tools (e.g., Excel, CRM dashboards) to track KPIs such as response time, resolution rate, customer satisfaction, and escalation frequency. Create and refine knowledge base articles, standard operating procedures, and internal troubleshooting guides to support continuous learning and self-service.

Personal Lines Insurance Team Lead

• Job Details:Supervise and guide a team of personal lines insurance agents, ensuring the delivery of accurate, timely, and compliant service across home, auto, renters, and other personal insurance products. Conduct root cause analysis on recurring service or process issues, and implement data-driven solutions to enhance efficiency and reduce error rates. Coach and mentor team members through regular performance reviews, using both qualitative and quantitative data to develop individualized improvement plans.

Advanced Technical Support Representative

• Job Details:Manage escalations with a problem-solving mindset, ensuring all resolutions are aligned with customer needs and business priorities. Diagnose and troubleshoot hardware, software, and network devices and SIM card issues. Set priorities and problem-solve workflow issues to maintain rapport with customers and managers. Developed and maintained relationships with customers to enhance customer satisfaction.