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
Account management
Safety processes and procedures
Daily workflow improvement
Sales expertise
Staff education and training
Flexible and Adaptable
Active Listening
Teamwork and Collaboration
Planning and Coordination
Complaint resolution
Effective communication
Leadership
Time Management
Customer Service
Body composition evaluations
Websites
Certification
Certified Nutritionist