Summary
Overview
Work History
Education
Skills
Timeline
Generic

Omar Afifi

Debt Collector
Alexandria

Summary

Experienced Premium Customer Care Representative and Technical Support Specialist with a history of providing reliable service and support. Skilled in addressing customer questions across different channels, training new team members, and keeping up-to-date on products. Known for resolving tough issues quickly and improving customer satisfaction. Communicates clearly, collaborates well with teams, and uses a range of tools to handle complex challenges. Aiming to apply my experience to help streamline customer care operations and support team growth.

Overview

2
2
years of professional experience
5
5
years of post-secondary education
2
2
Languages

Work History

Debt Collector

Empire Cooperative
01.2025 - Current
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
  • Maintained consistently high success rate of collecting on overdue accounts.
  • Provided excellent customer service during difficult conversations, empathizing with debtors while remaining firm on repayment expectations.
  • Negotiated payment plans with customers to prevent accounts from entering collections.
  • Collected on delinquent accounts to reduce overdue balances.
  • Achieved successful settlements by skillfully negotiating terms agreeable to both parties involved in disputes.
  • Exceeded performance targets for successful debt recoveries, contributing to company''s overall financial stability.
  • Conducted thorough research and investigations into debtor backgrounds, identifying assets and potential leverage points for negotiations.
  • Maintained high volume of calls and met demands of busy and productive group.

Premium Technical Dasher support - DoorDash

Concentrix
02.2024 - 09.2024
  • Supported DoorDash drivers by promptly handling inquiries, processing requests, and resolving account concerns.
  • Trained a team of junior support representatives, enhancing team efficiency.
  • Developed clear documentation for internal processes, helping team members provide faster and more accurate support.

  • Handled customer concerns and escalated major issues to supervisor.
  • Exceeded goals through effective prioritisation and consistent work ethic.

Solar Sales Representative

Energy Savings
02.2023 - 09.2024
  • Consulted with clients on solar solutions, achieving sales goals by explaining product benefits and building trust.
  • Coordinated with installation teams to ensure timely, quality installations, leading to repeat business and referrals.

Technical Dasher Support - DoorDash

Concentrix
11.2023 - 02.2024
  • Assisted DoorDash drivers by addressing technical and procedural inquiries, improving customer satisfaction.
  • Maintained accurate records of interactions to ensure consistency and follow-up.
  • Customised customer experiences to build brand loyalty.

Premium Customer Care Representative - Lyft Driver

Sutherland
09.2024 - I currently work here
  • Handled customer service queries by phone, email, and live chat
  • Engaged with multiple customers on webchat simultaneously utilising multitasking skills
  • Trained new customer care representatives on company policies, product knowledge, and service protocols.
  • Maintained up-to-date knowledge of products, services, and policies to provide informed support to customers.
  • Understood individual needs, boosting customer satisfaction metrics
  • Resolved direct debit issues and complaints promptly without compromising customer service.
  • Deliver top-notch support to Lyft drivers by guiding them through app features, resolving issues, and ensuring satisfaction at each point of contact.
  • Proactively manage challenging situations to find solutions, enhancing the experience for both drivers and the team.

Education

Commerce - Accounting, Management, Insurance

Cairo university
Giza, Egypt
10.2020 - Current

Skills

Customer Care Excellence: Skilled in listening carefully to understand customer needs, quickly addressing issues, and maintaining a supportive experience

Technical Know-How: Proficient with advanced support tools and technologies; able to troubleshoot and resolve complex issues efficiently

Effective Communication: Strong verbal and written skills; experienced in de-escalating situations and creating positive outcomes

Team Collaboration: Works well both independently and with others, providing guidance and support to team members

Call center experience

Negotiation

Goal-oriented mindset

Account management

Timeline

Debt Collector

Empire Cooperative
01.2025 - Current

Premium Customer Care Representative - Lyft Driver

Sutherland
09.2024 - I currently work here

Premium Technical Dasher support - DoorDash

Concentrix
02.2024 - 09.2024

Technical Dasher Support - DoorDash

Concentrix
11.2023 - 02.2024

Solar Sales Representative

Energy Savings
02.2023 - 09.2024

Commerce - Accounting, Management, Insurance

Cairo university
10.2020 - Current

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Omar AfifiDebt Collector