Omar Said
Columbia,USA
Summary
Dynamic Senior Quality Assurance Analyst at Oracle with a proven track record in driving quality initiatives and enhancing customer experience. Skilled in performance analysis and training facilitation, I excel at identifying trends and implementing strategic improvements, fostering a culture of continuous enhancement and collaboration across teams.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Quality Assurance Analyst
Oracle
Columbia, MD
11.2024 - Current
- Drive quality initiatives to support associates and enhance customer experience within Customer Experience and Support Shared Services.
- Conduct monthly evaluations to assess performance against company standards, policies, and procedures.
- Analyze performance and CSAT data to identify trends, gaps, and opportunities for improvement.
- Partner with team managers and senior leadership to provide insights and operational recommendations.
- Facilitate quality training for new hires and refresher sessions for tenured associates worldwide.
- Provide actionable feedback and coaching to promote associate development and improve customer experience.
- Maintain and enhance the quality of resources, guidelines, and training materials to ensure consistency.
- Recognized exceptional performance while fostering a culture of continuous improvement.
Incident and Escalation Manager on Duty
Oracle America Inc.
Columbia, MD
02.2022 - 11.2024
- Obtained ISO TickITPlus certification based on ISO 9001 standards.
- Advocated for customer interests within the organization, ensuring concerns were addressed.
- Monitored customer satisfaction and implemented processes to prevent escalations.
- Collaborated with tech support, product development, and management to resolve escalated issues.
- Maintained clear communication with customers regarding the progress of their cases.
- Activated the major incident response process, engaging appropriate teams and resources promptly.
- Served as thecentral point of contact for all communications during major incidents.
Senior refurbishing engineer
Karavan Technologies
Laurel, USA
11.2019 - 01.2022
- Grading machines based on quality and efficiency.
- Troubleshooting and analyzing issues/errors HW and SW.
- Analyzing Customer feedback to improve current producers and improve the quality.
Compliance customer service agent
Vodafone UK.
Egypt
10.2016 - 11.2019
- Resolved escalated client concerns effectively, utilizing available resources for swift issue resolution.
- Created and addressed backlog of customer experience improvements based on submitted complaints.
- Monitored success metrics for assigned improvement projects to ensure alignment with objectives.
Education
B.Sc - Mechatronic Engineering
October 6 University
Giza, Egypt 07.2019
Skills
- Troubleshooting and root-cause analysis
- Professional presentation skills
- Problem solving
- Training facilitation
- Team collaboration
- Quality metrics monitoring
- Strategic planning
- Performance analysis
- Quality assurance
Certification
- De-Escalating Conversations for Customer Service by NASBA
- Empathy for Customer Service Professionals by PMI
- IT Service Desk: Customer Service Fundamentals by NASBA
- Customer Service: Managing Customer Expectations by LinkedIn
Projects
FY25 GSSS Mentoring Program by Oracle, 07/01/24 - 07/01/2025
Languages
- English, Native or Bilingual Proficiency
- Arabic, Native or Bilingual Proficiency
Timeline
Senior Quality Assurance Analyst
Oracle
11.2024 - Current
Incident and Escalation Manager on Duty
Oracle America Inc.
02.2022 - 11.2024
Senior refurbishing engineer
Karavan Technologies
11.2019 - 01.2022
Compliance customer service agent
Vodafone UK.
10.2016 - 11.2019
B.Sc - Mechatronic Engineering
October 6 University