Omar Shakhashiro
Hockessin,DE
Summary
Proven expertise in biotechnology products, service and customer needs. Familiar with analyzing documentation, contacts, liaising between parties and handling both routine and complex issues each day. Identifies and resolves concerns while promoting new products and meeting sales objectives.
Overview
5
5
years of professional experience
Work History
SPOC (Special Point of Contact)
Sartorius Stedim Biotech
Newark, DE
01.2024 - Current
- Special point of contact for all of North America, (US and Canada)
- Provide technical support to customers over the phone and through email.
- Assisting customers with troubleshooting hardware and software issues.
- Creating detailed documentation of customer interactions and solutions provided.
- Monitoring customer service levels to ensure high-quality standards were met.
- Maintaining up-to-date knowledge of company products, services, and policies.
- Ordering and tracking inventory levels of spare parts used for repairs or replacements.
- Collaborating with other departments to resolve escalated customer issues.
- Demonstrating leadership by making improvements to work processes and helping to train others.
- Working closely with other department heads from Germany and the UK while taking lead on new projects, and system upgrades.
Service Support Specialist
Sartorius Stedim Biotech
Newark, DE
05.2023 - 12.2023
- Responsible for running the North Eastern and Eastern Canada region.
- Assign engineers accordingly to customer sites
- Purchasing and ordering all parts needed for the service department
- Creating new service requests for all clients within SMS and ERP
- Quoting clients for service visits and repairs.
- Work with technical support to help address issues with clients systems
- Demonstrated high level of customer service by engaging clients and offering sales floor assistance.
- Collaborating with customer service and sales colleagues to resolve issues.
- Led on- and off-site customer support teams across multiple time zones.
- Review and monitor all open service orders.
Sales Lead & Assistant Fitness Manager
The Edge Fitness Clubs
Newark, DE
02.2019 - 04.2023
- Attained club and personal membership goals by executing all areas of the sales process
- Responsible for hitting personal & club monthly sales Key Performance targets. (KPI)
- Developed lead generation strategies with team to ensure lead targets are hit
- Made outbound sales calls to contact prospective leads, using effective communication skills.
- Trained and developed new team members to improve product knowledge and selling abilities.
- Utilized selling behaviors to identify and solve customer needs.
- Generated sales by executing complete sales cycle process and break-even rate-tracking through contract negotiations and close.
- Improved profitability and developed pipeline by leveraging multiple marketing channels and sales strategies.
- Assisted staff with selling process to meet and exceed individual and company sales goals.
Education
Master of Arts - Biological And Physical Sciences
University of Delaware
Newark, DE12-2022
Bachelor of Arts - Biological Sciences
University of Delaware
Newark, DE01-2021
Skills
- SAP
- Customer Service
- Technical Support
- Price Quoting
- Documentation and Reporting
- Service Estimates
- Customer Retention
- Workflow Management
- SMS (Service Management System)
- Time management
- Excel spreadsheets
- Staff Training, supervision and Development
- Team Leadership & Teamwork
- Verbal and Written Communication
- Goal-Oriented
- Problem-Solving
- Meeting and Exceeding Sales Goals
- Negotiation
- Bilingual (Arabic, English)
Languages
English
Native/ Bilingual
Arabic
Native/ Bilingual
Timeline
SPOC (Special Point of Contact)
Sartorius Stedim Biotech
01.2024 - Current
Service Support Specialist
Sartorius Stedim Biotech
05.2023 - 12.2023
Sales Lead & Assistant Fitness Manager
The Edge Fitness Clubs
02.2019 - 04.2023
Master of Arts - Biological And Physical Sciences
University of Delaware
Bachelor of Arts - Biological Sciences
University of Delaware
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