Reciting poetry
Hi, I’m
Omar Abdelwahab
Cairo
Summary
Friendly Customer Retention Specialist succeeds in identifying customer needs and utilizing inbound and outbound retention strategies. Professional telephone demeanor with sound knowledge of sales retention. Uses problem resolution and de-escalation techniques effectively.
Overview
2
years of professional experience
3
Languages
Work History
Concentrix
Retention Agent
12.2023 - Current
Job overview
- Improved communication within the team for better collaboration and problemsolving.
- Exceeded monthly retention targets consistently by employing effective negotiation tactics when dealing with unsatisfied clients.
- Implemented upselling techniques based on client preferences, generating additional revenue opportunities without compromising satisfaction levels.
- Managed high call volume while maintaining a professional demeanor, resulting in positive feedback from customers.
- Developed rapport with clients by understanding their needs and offering tailored solutions.
- Conducted follow-up calls with clients after issue resolution, ensuring satisfaction and gaining repeat business.
- Analyzed customer feedback to identify areas for improvement, implementing necessary changes for better results.
Concentrix
Candidate Support
09.2023 - 12.2023
Job overview
- Assisted in recruiting qualified candidates for open positions, conducting interviews and making informed hiring decisions that supported evening shift operations.
- Provided ongoing support to placed candidates, offering guidance throughout their professional journey as needed.
- Provided ongoing support to placed candidates, addressing any concerns or issues that arose during their assignments.
- Supported hiring efforts by scheduling interviews, conducting reference checks, and preparing offer letters for potential candidates.
Teleperformance
Customer Service Representative
08.2022 - 10.2023
Job overview
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Xceed
Order Taker
12.2021 - 02.2022
Job overview
- Collaborated with the sales team to ensure seamless communication and coordination of orders.
- Provided valuable feedback for continuous improvement initiatives aimed at enhancing the overall ordering experience for customers.
- Actively participated in regular training sessions to stay up-to-date on industry trends, company policies, and best practices for efficient order taking.
- Assisted in reducing order errors with meticulous attention to detail while inputting data.
- Effectively communicated with customers to clarify order details and ensure the highest level of satisfaction during their ordering experience.
Education
Sadat AcademyCairo
Bachelor of Science from Business Administration
04.2001
Skills
Feedback collection
Upselling strategies
Call center experience
Client Relationship Building
Creative solutions
Performance Evaluation
Customer Relations
Relationship Building
Continuous Improvement
Interpersonal Skills
Multitasking Abilities
Reliability
Complaint Handling
Interests
Acting
Writing
Timeline
Retention Agent
Concentrix
12.2023 - Current
Candidate Support
Concentrix
09.2023 - 12.2023
Customer Service Representative
Teleperformance
08.2022 - 10.2023
Order Taker
Xceed
12.2021 - 02.2022
Sadat Academy
Bachelor of Science from Business Administration
04.2001