Omar Shurrab
Peoria,AZ
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
6
6
years of professional experience
Work History
CSR, Sales
Sexton Pest Control
06.2022 - 11.2023
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Updated account information to maintain customer records.
- Processed customer service orders promptly to increase customer satisfaction.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Processed debit and credit card and electronic check payments.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Approved and terminated customer contracts upon request.
- Met customer call guidelines for service levels, handle time and productivity.
CSR, Sales
Arrivia
11.2021 - 02.2022
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Tracked customer service cases and updated service software with customer information.
Lead CSR
Circle K
06.2021 - 10.2021
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed timely and effective replacement of damaged or missing products.
DEPARTMENT MANAGER
McDonald's Franchise
10.2019 - 04.2021
- Trained employees in department policies and procedures, as well as sales techniques and customer service strategies
- Checked cleanliness and sanitation regularly and implemented corrective actions to meet standards
- Documented department activities through logs, reports, and [System] updates
- Engaged customers in friendly conversation and effectively implemented suggestive selling techniques
- Evaluated performance of associates and monitored under performing employees on ways to improve
- Played central role in bookkeeping responsibilities
- Managed end-of-shift cash outs, confirming policy compliance and recording any transaction discrepancies
- Balanced daily deposits and safe counts as required and prepared bank deposits
- Followed security procedures for armored car pickups, bank deposits, and other cash transportation tasks.
CREW MEMBER TRAINER
McDonald's Corporation
11.2018 - 07.2019
- Increased employee retention by establishing positive environment among team members
- Taught crew members to maintain and clean kitchen equipment
- Followed training curriculum that emphasized expectations for an exceptional team associate
- Served customers, motivated crews, and kept the restaurant clean and well organized
- Immersed students in real-world scenarios through the use of strategies such as role-playing and simulations.
CREW MEMBER
McDonald's Franchise
02.2018 - 09.2018
- Determined special requests from guests and prepared food accordingly
- Cooked food products following established instructions for the preparation of particular menu items
- Adhered to proper food handling, safety, and sanitation standards during food preparation, service, and clean up, including maintaining food at the proper temperatures
- Performed monetary transactions, handling cash, electronic, and credit card transactions
- Received orders at counter or from kiosks and conducted transactions with customers
- Filled orders promptly and with precision creating satisfying customer experience.
Education
HIGH SCHOOL DIPLOMA -
Perry High School
Gilbert, AZ05.2018
Skills
- Employee training
- Conflict de-escalation
- Customer engagement
- Department inspection
- Merchandising
- Personnel management
- Hiring and training
- Financial management
- Build successful teams
- Problem-solving
- Manage cash flow
- Customer relationship development
- Recruit well-qualified staff
- Staff training
- Account Updating
- Appointment Scheduling
- Critical Thinking
- Call Control
- Payment Processing
- Customer Service
- Product Upselling
- Communicating With Clients
- Call Center Customer Service
- Inbound Phone Calls
- Outbound Phone Calls
- Scheduling
- Call Management
Timeline
CSR, Sales
Sexton Pest Control
06.2022 - 11.2023
CSR, Sales
Arrivia
11.2021 - 02.2022
Lead CSR
Circle K
06.2021 - 10.2021
DEPARTMENT MANAGER
McDonald's Franchise
10.2019 - 04.2021
CREW MEMBER TRAINER
McDonald's Corporation
11.2018 - 07.2019
CREW MEMBER
McDonald's Franchise
02.2018 - 09.2018
HIGH SCHOOL DIPLOMA -
Perry High School
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