Arwa Abu Omari
Riverside,CA
Summary
Dependable employee seeking opportunity to expand skills and contribute to company success. Considered hardworking, ethical and detail-oriented.
Overview
13
13
years of professional experience
Work History
Team Manager
Webhelp
Amman, Jordan
09.2020 - 12.2023
- Participated in meetings and brainstorming sessions, engaging with staff members to solve problems and meet targets.
- Supervised teams and individuals, giving feedback on performance and setting goals for improvement.
- Improved employee performance, coaching and inspiring team members to achieve targets.
- Coordinated cross-functional projects involving multiple teams within organization.
- Coached employees struggling with specific tasks.
- Organized schedules and daily assignments for team, leveraging individual knowledge, and strengths to maximize team success.
- Monitored team operations and workflow during busy periods, making adjustments to improve pace.
- Fostered positive work environment to encourage productivity.
- Modeled exemplary behavior and standards to inspire staff members.
- Onboarded new hires and mentored each side-by-side to build high-performing team.
- Provided regular feedback to team members on their performance.
- Reported on team performance to upper management regularly.
- Maintained accurate records of completed tasks and projects.
- Managed team members and delegated tasks effectively.
- Collaborated with other team leaders to achieve company goals.
- Assisted in recruitment efforts by interviewing potential candidates.
- Created and distributed monthly and annual reports to management regarding team performance.
- Carried out supervisory activities as outlined in organizational policies.
- Resolved conflicts between team members professionally and efficiently.
- Recognized outstanding contributions from individual team members.
- Developed strong communication channels within team.
- Set clear expectations for team members regarding their responsibilities.
- Responded to and resolved employee relations issues expressed by team members.
- Improved processes to reduce bottlenecks, streamline workflows and optimize scheduling for business teams.
Senior Customer Care
Foodics
Amman, Jordan
05.2019 - 09.2020
- Builds and maintain business relationship with clients by providing prompt and accurate service so as to promote customer loyalty
- Mentor or give direction to junior team members and provide training on best practices
- Assisted management in ensuring performance goals are met
- Assists the Customer Service Representative with difficult cases
- Ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquires.
- Managed team operations to successfully address inquiries within 24 hours.
- Conducted regular team meetings to discuss goals, challenges, and opportunities for growth.
- Evaluated available technology solutions to improve efficiency within department while maximizing overall user experience.
- Analyzed customer feedback to identify trends and areas for improvement.
- Created performance reports to evaluate team productivity and effectiveness.
Customer Care Supervisor
City Mall
Amman, Jordan
06.2018 - 05.2019
- Establish performance targets for staff members and tracked the results
- Implemented strategies to boost team morale, engagement, and retention rates.
- Develop evaluation programs, to keep track of Agent daily, weekly, and monthly performance
- Create and maintained a staff training program that featured best practices for lead generation and customer retention
- Implement rewards programs for team members to build rapport and motivate success
- Maintain detailed records of employee performance to ensure staff members were working to potential
- Identify breakdowns in performance or communication and implemented fixes
- Manage the daily operation of (8-person) customer service team
- Report Weekly, Monthly, and Yearly accomplishments with management board.
- Trained new team members on company products, services, and customer care best practices.
- Coordinated with marketing teams to develop promotional campaigns targeting existing customers.
- Assessed staffing needs based on call volume patterns, scheduling shifts accordingly.
- Translated high-level goals into actionable strategies based on technical knowledge and available data.
- Maintained up-to-date knowledge of industry best practices, tools, technologies relevant to field of customer care management.
- Kept team operating cohesively by leading daily meetings.
- Collaborated with other departments to address and resolve complex customer issues.
- Balanced staff workloads against customer demands, adjusting for different call volumes to maintain coverage.
Senior Customer Care Development
Voga Closet
Amman, Jordan
04.2017 - 07.2018
- Developed and implemented tailored service plans to the needs of particular clients
- Evaluated the customers' needs and provided service options to meet their requirements
- Analyzed customer feedback to identify trends and areas for improvement.
- Audited selected live chat and email programs to ensure quality of service provided
- Designed training materials and resources for ongoing team development initiatives.
- Coordinated necessary services with the IT department to ensure computers and other equipment were in good working order
- Handled and resolved escalated customer complaints
- Reported to CC director with daily & weekly customer care KPIs and retention metrics
- Handled chat and email channel developments, ensuring the flow and response time are met
- Created a plan for social media marketing campaign in order to have stronger customer and client interactions
- Surveyed customers in order to determine current attitudes and feelings about the online purchase from A to Z
- Handled agent's quality performances, and provided training on weekly basis.
- Coordinated departmental efforts of customer care team with cross-functional support to sales, accounting and compliance.
- Monitored customer interactions across various channels phone, email, chat for quality assurance purposes.
- Assessed staffing needs based on call volume patterns, scheduling shifts accordingly.
- Fostered positive work environment that encouraged collaboration and open communication among team members.
- Kept team operating cohesively by leading daily meetings.
- Evaluated available technology solutions to improve efficiency within department while maximizing overall user experience.
- Managed customer service teams to ensure high-quality support and satisfaction.
- Resolved escalated customer complaints in timely and professional manner.
- Supervised staff through directed KPIs for each customer care team member.
- Inspired diverse workgroup to build customer and company loyalty.
- Created performance reports to evaluate team productivity and effectiveness.
- Trained new team members on company products, services, and customer care best practices.
Senior Customer Care Associate
MarkaVIP
Amman, Jordan
04.2014 - 02.2017
- Acknowledged customer issues and resolved their problems quickly and efficiently
- Assisted clients in understanding their available options and helped them select the right service for their needs
- Effectively communicated with other employees and upper management to ensure complete care of customers
- Evaluated the customers' needs and provided service options to meet their requirements
- Followed up with customers ensuring their satisfaction with their purchases
- Informed customers about current promotions and sales, encouraging them to take advantage
- Solved any received complaints and respond to the inquiries received using the tools and guidelines available, ensuring a high and consistent quality of service
- Managed multiple tasks during their difficult crises
- Act as a team leader for a group of 45 Agent.
Call Center Agent
Extensya Business Contact Management Solutions
Amman, Jordan
04.2011 - 04.2013
- Directed inbound calls to appropriate departments or management as needed
- Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
- Escalated calls to management as requested or necessary
- Initiated phone calls to current customers to ensure satisfaction with products and services
- Provided customer resolution by listening to the customer's problem and offering several solutions from which the customer could choose
- Provided technical support for customers who needed assistance with services or products purchased
Education
Bachelor of Arts - English Literature
Israa University
Amman JordanSkills
- Documentation, Reporting, and Employee Evaluation
- Shift Scheduling, and work flow management
- Quality Improvement and Coaching
- Team Motivation and promote healthy work environment
- SOP Adherence
- Reliability
Languages
English
Full Professional
Arabic
Native/ Bilingual
Timeline
Team Manager
Webhelp
09.2020 - 12.2023
Senior Customer Care
Foodics
05.2019 - 09.2020
Customer Care Supervisor
City Mall
06.2018 - 05.2019
Senior Customer Care Development
Voga Closet
04.2017 - 07.2018
Senior Customer Care Associate
MarkaVIP
04.2014 - 02.2017
Call Center Agent
Extensya Business Contact Management Solutions
04.2011 - 04.2013
Bachelor of Arts - English Literature
Israa University