Omar Fatouh
Dubai, UAE
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Sutherland Global Service
09.2023 - 09.2025
- Collaborated with cross-functional teams to enhance customer satisfaction initiatives.
- Processed orders and returns efficiently, maintaining data integrity within systems.
- Identified recurring issues and suggested improvements to streamline support processes.
- Facilitated effective communication between customers and internal departments to resolve issues.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Barista Shift Supervisor
Starbucks
03.2021 - 07.2023
- Supervised daily operations, ensuring efficient workflow and high-quality service during peak hours.
- Trained and mentored new baristas on beverage preparation and customer service standards.
- Implemented inventory management procedures, reducing waste and optimizing stock levels.
- Resolved customer complaints promptly, enhancing overall satisfaction and loyalty.
- Collaborated with management to develop staff schedules, improving coverage during busy shifts.
- Conducted regular quality checks on beverages, maintaining consistency in taste and presentation.
- Led team meetings to discuss performance goals and share best practices among staff members.
- Served customers quickly and efficiently and created strategies to prevent delays.
- Assisted customers with special requests and dietary concerns, ensuring their needs were met while adhering to company guidelines.
- Assisted in the development and implementation of new store policies, leading to improved efficiency and a more cohesive team dynamic.
- Managed equipment maintenance schedules to ensure optimal performance, minimizing downtime due to malfunctions or repairs.
Clothing Sales Associate
Pull & Bear
02.2019 - 03.2021
- Assisted customers with product selection and provided personalized styling advice.
- Maintained store organization and ensured visual merchandising standards were met.
- Processed transactions efficiently using point-of-sale systems and handled customer inquiries.
- Collaborated with team members to achieve sales goals and enhance customer experience.
- Cleaned, closed, and secured store at end of shift.
- Improved customer satisfaction by assisting them in finding their ideal clothing pieces quickly and efficiently.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Commerce - Accounting Department -
Alexandria University
Alexandria, EGY05-2020
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Microsoft Excel
- Payment processing
- Complaint resolution
- Customer satisfaction measurement
- Product knowledge
- Team development
- Microsoft Office Suite
- Customer education
- Coordination
- Sales expertise
- Store maintenance
- Quality assurance controls
Timeline
Customer Service Representative
Sutherland Global Service
09.2023 - 09.2025
Barista Shift Supervisor
Starbucks
03.2021 - 07.2023
Clothing Sales Associate
Pull & Bear
02.2019 - 03.2021
Commerce - Accounting Department -
Alexandria University