Omar Sameh

Senior Team Supervisor, Operations

• Job Details:Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements. Identify performance related issues, develop an action plan for improvement, implement corrective action, coach direct reports on their performance, communicate expectations to employees, conduct team meetings, and promote the company's values.

Supervisor, Operations

• Job Details:Participate in driving metrics of the team, ensure prompt escalations to the team leader, monitor performance and quality scores, use problem solving skills to resolve escalated issues, and maintain in-depth knowledge of client products and services.

Team Leader

• Job Details:Assisted customer service agents, resolved customer issues, supported team members through training and mentorship, managed daily operations, developed strategies to improve operational efficiency, and prepared reports for senior management.