Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Computer Experience
Strengths Skills
Personal Information
Timeline
Generic

Omar Altom

Dubai

Summary

Secure a Responsible career opportunity to fully utilize my training and skills, while making a significant contribution to the success of the company. Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with a proven commitment to employee training. Hardworking team player bringing the necessary experience and knowledge to tackle any operational demand.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Team Leader

Cupola Teleservices
02.2021
  • Setting goals for performance and deadlines in ways that comply with company's plans and vision
  • Organizing workflow and ensuring that employees understand their duties or delegated tasks
  • Monitoring employee productivity and providing constructive feedback and coaching
  • Hire and onboard new employees
  • Reporting to Management, Keeping them informed on issues and problems
  • Manage, process, and review timesheets, payroll, and daily attendance of Call Center employees
  • Anticipate escalation and take over calls when needed
  • Monitor team service performance on a real-time and ongoing basis to ensure targeted goals are achieved.

Call Center Agent (CSR)

Cupola Teleservices
01.2016 - 01.2021
  • Answer incoming calls and respond to customer's emails
  • Management and resolve customer complaints
  • Identify and escalate issues to supervisors
  • Provide product and service information to customers
  • Document all call information according to standard operating procedures
  • Complete call logs and reports
  • Other duties as assigned.

Education

National Charity School in Dubai
01.2015

Skills

  • Technical Support
  • Client Service
  • Overtime Management
  • Mentoring
  • Complaint Resolution
  • Coaching
  • Team Supervision
  • Documentation and Reporting
  • Quality Improvement

Accomplishments

  • Supervised a team of 20 staff members.
  • In April 2021, was selected to be developer of the new MBRHE WhatsApp API Channel.
  • Collaborated with MBRHE / Dubai Digital Team of 5 in the development of the Emirati Platform in 2022
  • Achieved success through effectively helping with enhancing Microsoft Dynamics CRM.
  • Received an INSIGHTS Award for Best Govermental Helpdesk.

Certification

  • Train the Trainer Cupola Academy 2021
  • Operations Management Cupola Academy 2021
  • People Management Cupola Academy 2021

Computer Experience

  • Excellent Skills on Using Windows
  • Excellent use of MS office (word, excel, access & PowerPoint)
  • Avaya Telephony systems + Reporting Engines (CMS)
  • Microsoft Dynamic 360

Strengths Skills

  • Customer Service Skills
  • Teamwork Skills
  • Communication
  • Collaboration
  • Motivation
  • Teamwork skills
  • Creative thinker with excellent interpersonal skills
  • Hand on experience of latest Administration techniques
  • Creativity
  • Critical Thinking
  • Problem Solving
  • Public Speaking

Personal Information

  • Place of Birth: UAE
  • Marital Status: single
  • Date of Birth: 11/30/97
  • Nationality: Palestinian
  • Driving License: Valid driving license

Timeline

Team Leader

Cupola Teleservices
02.2021

Call Center Agent (CSR)

Cupola Teleservices
01.2016 - 01.2021

National Charity School in Dubai

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Omar Altom