Summary
Overview
Work History
Education
Skills
Websites
Certification
BusinessAnalyst
Omar Gamaleldin Mohamed

Omar Gamaleldin Mohamed

Certified Trainer & Team Leader
Ajman,AJ

Summary

Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.

Overview

7
7
years of professional experience
7
7
years of post-secondary education
3
3
Certifications
2
2
Languages

Work History

Senior Customer Service Associate

Etisalat UAE
10.2021 - Current
  • Handles customer requests/issues/questions in a
    professional manner and strives to deliver a first time
    resolution service.
  • Meets defined KPIs including NPS and sales.
  • Uses time proactively and efficiently to deliver on
    service targets.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Greeted customers and listened closely to problems described to determine solutions.

Team Leader

Vodafone UK
12.2020 - 07.2021
  • Create an inspiring team environment with an open communication culture.
  • Discover training needs and provide coaching.
  • Listen to team members’ feedback and resolve any issues.
  • Monitor team performance and report on metrics.
  • Delegate tasks and set deadlines.
  • Mentored and guided employees to foster proper completion of assigned duties.

Quality Coach

Vodafone UK
05.2020 - 12.2020
  • Monitor remote/side by side calls.
  • Monitor unusual occurrences, report follow-up procedures, and report daily, monthly and year-to-date comparisons.
  • Analyze customer complaints and bad ratings and set an action plan.
  • Analyze quality scores and share the insights along with the action plan to improve QA scores and process.
  • Maintain professionalism and monitor the improvement action in the department.
  • Measuring the improvements to the monitoring process and the coaching given.

International Account Advisor

Vodafone UK
11.2019 - 05.2020
  • Handles customer requests/issues/questions in a professional manner and strives to deliver a first time resolution service.
  • Meets defined KPIs including NPS and sales.
  • Uses time proactively and efficiently to deliver on service targets.
  • Handled inbound calls to provide callers with product and service information, emphasize product features and benefits and generate quotes.

Fitness Manager

World Gym
07.2019 - 10.2020
  • Directed, promoted and coordinated the operations of
    the Studio in manner that optimized the Studio's
    performance.
  • Delivered outstanding customer service.
  • Attracted, recruited and trained staff to achieve
    individual and Studio targets in line with the business
    goals of the company.
  • Fostered positive working environment for all employees by encouraging staff members to voice opinions and concerns without fear of reprisal.

Head Coach

Pro Gym
02.2018 - 08.2018
  • Guided clients through safe workouts modified to their
    fitness levels and medical considerations, from obesity
    to hypertension, sports injuries and post-surgeries.
  • Taught trainers how to modify exercises appropriately
    to avoid injury.
  • Demonstrated and explained fitness program benefits
    to members, resulting in a 19% increase in member
    participation in paid classes.
  • Conferred with assistant coaches to determine weaknesses in current team roster and develop recruitment plans.

Certified Personal Trainer

Champions City Gym
07.2014 - 12.2017
  • Counsel clients on proper nutrition and exercise habits.
  • Built a strong client base with 97% repeat business and a
    roster of satisfied clients.
  • Carefully evaluated member needs and assisted them in
    achieving personal fitness goals.
  • Arrived on time, prepared and attentive for every
    training appointment.
  • Helped older adults with weight training by setting up
    equipment and providing instructions.
  • Promoted safe and interactive environment for club clients and members.

Education

Bachelor of Science - Natural Sciences

Alexandria University
Alexandria, Egypt
06.2015 - 06.2019

High School Diploma -

Victory College Language School
Alexandria, Egypt
09.2012 - 06.2015

Skills

    Client Service

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Certification

Certified Nutritionist

Omar Gamaleldin MohamedCertified Trainer & Team Leader