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
Websites
Certification
Certified Nutritionist
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