Arwa Abu Omari
Riverside,CA
Summary
Experienced in team management and leadership. Excels at utilizing effective communication to motivate and guide teams towards success. Proven track record of implementing strategies that enhance team performance and productivity. Consistently strives to achieve optimal results. Expertise lies in fostering a collaborative and cohesive work environment, empowering individuals to reach their full potential.
Overview
14
14
years of professional experience
Work History
Team Leader- Remote
Balkan Holidays UK
United Kingdom
01.2024 - 03.2025
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
Team Manager- Remote
Webhelp Jordan
Amman, Jordan
09.2020 - 12.2023
- Spearheaded workflow improvements, reducing inefficiencies and boosting productivity.
- Led and mentored a high-performing team to achieve and exceed service benchmarks.
- Developed and implemented training programs to enhance employee skill sets.
- Ensured compliance with company standards, improving customer service quality.
- Provided regular performance evaluations and coaching to drive employee growth.
- Maintained detailed reporting and analysis to identify trends and optimize strategies, for a better work flow
- Motivations and training the team to be promoted, with the highest success rate of promotions/ transition among teams.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Led employee relations through effective communication, coaching, training, and development.
Senior Customer Care Specialist - Hybrid
Foodics Saudi Arabia
Amman, Jordan
05.2019 - 09.2020
- Managed customer relationships, ensuring high retention and satisfaction rates.
- Trained and developed junior team members, enhancing overall service quality.
- Resolved complex customer inquiries.
- Analyzed customer feedback to drive service improvements and operational enhancements.
- Boosted first-call resolution rates by implementing best practices informed by ongoing professional development activities.
- Assisted in the development of departmental policies and procedures aimed at elevating overall service quality levels.
- Nurtured long-term client relationships by attentively listening to their needs and offering tailored recommendations for products or services.
- Conducted thorough research to stay updated on industry trends, ensuring accurate information dissemination to customers.
- Improved customer retention rates by consistently delivering exceptional service experiences.
Customer Care Supervisor- Onsite
City Mall
Amman, Jordan
06.2018 - 05.2019
- Supervised customer service team, achieving high customer satisfaction.
- Designed and implemented training programs to improve staff performance.
- Created detailed performance reports to track team productivity and effectiveness.
- Fostered a positive work culture to enhance employee engagement and retention.
- Introduced innovative strategies for streamlining workflows, reducing average handle time without sacrificing quality.
- Coordinated with other departments to address interdepartmental issues impacting customer care outcomes.
- Monitored compliance risks while adhering to safety protocols.
- Facilitated open communication channels within the team, promoting idea sharing and problem-solving discussions.
- Collaborated with cross-functional teams to develop solutions for recurring customer complaints.
- Achieved high customer retention rates through consistent follow-up and proactive communication.
Senior Customer Care Development- Remote
Voga Closet
Amman, Jordan
04.2017 - 07.2018
- Monitored and optimized customer interactions across multiple channels.
- Led team meetings to align objectives and improve collaboration.
- Assisted in developing customer engagement strategies for digital platforms.
- Conducted quality assurance assessments to maintain high service standards.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
Senior Customer Care Associate- Remote
MarkaVIP
Amman, Jordan
04.2014 - 02.2017
- Provided exceptional customer support, quickly resolving escalated issues.
- Led a team of customer service agents for chat and emails team, driving operational success.
- Customer insights analyzed to implement service improvements and reducing the time of first respond.
- Collaborated with internal teams to enhance customer experience, and providing same service level.
- Built lasting relationships with key clients through personalized attention, ensuring continued business growth from repeat customers.
- Established strong rapport with customers, leading to increased repeat business and positive word-of-mouth referrals.
- Delivered exceptional support during peak seasons, managing increased call volumes without compromising on service quality or efficiency.
- Assisted in the development of new policies and procedures to improve overall team performance and meet changing client demands effectively.
- Managed high-volume inbound calls while maintaining exceptional service quality and professionalism.
- Led by example in maintaining a positive attitude under pressure, fostering a collaborative work environment focused on problem-solving rather than blame shifting.
- Served as a trusted point of contact for VIP clients, ensuring their needs were prioritized and addressed with the highest level of care.
- Mentored junior associates, fostering a supportive work environment and promoting professional growth.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Call Center Agent- Onsite
Extensya Business Contact Management Solutions
Amman, Jordan
04.2011 - 04.2013
- Managed high-volume inbound and outbound customer interactions.
- Assisted in training and shadowing new agents, ensuring service excellence.
- Maintained a customer-first approach, ensuring high satisfaction ratings.
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Boosted client retention rates by providing exceptional customer service and building rapport with callers.
- Utilized CRM software to track customer interactions, ensuring timely follow-up on outstanding issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
Education
Bachelor of Arts - English Literature
Israa University Jordan
Jordan06-2011
Skills
- Leadership & Team Management
- Workflow Efficiency & Process Improvement
- Employee Training & Coaching
- Conflict Resolution & Problem-Solving
- Data Analysis & Performance Reporting
- Cross-Functional Collaboration
- Performance improvement and Work planning
Accomplishments
- Achieved better first time respond through effectively helping with automated script and training.
- Documented and resolved shipping and logistics issues which reduced cancellations requests.
- Achieved better resolution time and tracking by introducing Zendesk for tickets and tasks.
- Supervised team of 15 to 18 staff members with top performed KPIS in the department.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Developed a new telephone script that was positively received by customers and so impressive that management implemented it for the entire department.
- Explained policies on product returns in great detail, reducing repeat calls by 35%.
Languages
English: Professional
Arabic: Native
Timeline
Team Leader- Remote
Balkan Holidays UK
01.2024 - 03.2025
Team Manager- Remote
Webhelp Jordan
09.2020 - 12.2023
Senior Customer Care Specialist - Hybrid
Foodics Saudi Arabia
05.2019 - 09.2020
Customer Care Supervisor- Onsite
City Mall
06.2018 - 05.2019
Senior Customer Care Development- Remote
Voga Closet
04.2017 - 07.2018
Senior Customer Care Associate- Remote
MarkaVIP
04.2014 - 02.2017
Call Center Agent- Onsite
Extensya Business Contact Management Solutions
04.2011 - 04.2013
Bachelor of Arts - English Literature
Israa University Jordan
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