Amr Samy Omara

Country Manager II holidayme - Umrahme at Umrahme
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Contact Information
us****@****om
(386) 825-5501
Location
Cairo, EG
Languages
  • Arabic -
  • English -

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Bio

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5.0

/5.0
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Mostafa Eissa

Amr is a great added value to any organization, he is dedicated, committed and a role model for his team members and colleagues. Amr has a well proven experience in managing business and achieving the organization's goals in a timely manner. He is not only a manager, he is a true leader.

Haytham Abdou

Well skilled Team leader , honest , builder and organized

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Credentials

  • Human resource management certificate
    American University in Cairo
    May, 2010
    - Oct, 2024
  • Best T&D - TOT
    Teleperformance
  • Inbound Supervision
    Teleperformance
  • Outbound Supervision
    Teleperformance

Experience

  • Umrahme
    • United Arab Emirates
    • Travel Arrangements
    • 1 - 100 Employee
    • Country Manager II holidayme - Umrahme
      • Jun 2019 - Present

      Key Achievements; 1- Launching a new contact center site in Egypt and deflecting 40% of the sales & customer service operations to the site for business protection and cost management. 2- Launching Umrahme contact center & Back-office team. Key Functions; 1- End to end responsibility for the customer journey across all channels and business verticals. 2 - Monitor and analyze performance metrics and suggest improvements. 3- Ensure compliance with globally… Show more Key Achievements; 1- Launching a new contact center site in Egypt and deflecting 40% of the sales & customer service operations to the site for business protection and cost management. 2- Launching Umrahme contact center & Back-office team. Key Functions; 1- End to end responsibility for the customer journey across all channels and business verticals. 2 - Monitor and analyze performance metrics and suggest improvements. 3- Ensure compliance with globally developed quality assurance and impact assessment methodologies 4- Ensure that the teams report with sufficient clarity and detail on the impact of their work 5- Ensure the timely delivery of agreed plans Show less Key Achievements; 1- Launching a new contact center site in Egypt and deflecting 40% of the sales & customer service operations to the site for business protection and cost management. 2- Launching Umrahme contact center & Back-office team. Key Functions; 1- End to end responsibility for the customer journey across all channels and business verticals. 2 - Monitor and analyze performance metrics and suggest improvements. 3- Ensure compliance with globally… Show more Key Achievements; 1- Launching a new contact center site in Egypt and deflecting 40% of the sales & customer service operations to the site for business protection and cost management. 2- Launching Umrahme contact center & Back-office team. Key Functions; 1- End to end responsibility for the customer journey across all channels and business verticals. 2 - Monitor and analyze performance metrics and suggest improvements. 3- Ensure compliance with globally developed quality assurance and impact assessment methodologies 4- Ensure that the teams report with sufficient clarity and detail on the impact of their work 5- Ensure the timely delivery of agreed plans Show less

  • Huawei Technologies
    • United Kingdom
    • Telecommunications
    • 200 - 300 Employee
    • Customer Service Manager
      • Jul 2015 - Jun 2019

       Improve customer service experience, create engaged customers and facilitate organic growth  Take ownership of customer’s issues and follow problems through to resolution  Set a clear mission and deploy strategies focused towards that mission  Develop service procedures, policies and standards  Keep accurate records and document customer service actions and discussions  Analyze statistics and compile accurate reports  Recruit, mentor and develop customer service agents… Show more  Improve customer service experience, create engaged customers and facilitate organic growth  Take ownership of customer’s issues and follow problems through to resolution  Set a clear mission and deploy strategies focused towards that mission  Develop service procedures, policies and standards  Keep accurate records and document customer service actions and discussions  Analyze statistics and compile accurate reports  Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment  Keep ahead of industry’s developments and apply best practices to areas of improvement  Control resources and utilize assets to achieve qualitative and quantitative targets  Adhere to and manage the approved budget  Maintain an orderly workflow according to priorities.  Vendor Management.

    • Senior Customer Service Manager
      • Sep 2018 - May 2019

       Improve customer service experience, create engaged customers and facilitate organic growth  Take ownership of customer’s issues and follow problems through to resolution  Set a clear mission and deploy strategies focused towards that mission  Develop service procedures, policies and standards  Keep accurate records and document customer service actions and discussions  Analyze statistics and compile accurate reports  Recruit, mentor and develop customer service agents… Show more  Improve customer service experience, create engaged customers and facilitate organic growth  Take ownership of customer’s issues and follow problems through to resolution  Set a clear mission and deploy strategies focused towards that mission  Develop service procedures, policies and standards  Keep accurate records and document customer service actions and discussions  Analyze statistics and compile accurate reports  Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment  Keep ahead of industry’s developments and apply best practices to areas of improvement  Control resources and utilize assets to achieve qualitative and quantitative targets  Adhere to and manage the approved budget  Maintain an orderly workflow according to priorities.  Vendor Management.

  • Suez Canal life insurance
    • Egypt
    • Insurance
    • 1 - 100 Employee
    • Training Manager
      • Jan 2015 - Jul 2015

       Develop, implement, and monitor training programs within an organization.  Provide leadership development education.  Create testing and evaluation processes.  Prepare and implement training budget.  Assist with the development of strategic plans.  Create testing and evaluation processes.  Evaluate needs of company and plan training programs accordingly.  Manage staff of classroom facilitators.  Develop, implement, and monitor training programs within an organization.  Provide leadership development education.  Create testing and evaluation processes.  Prepare and implement training budget.  Assist with the development of strategic plans.  Create testing and evaluation processes.  Evaluate needs of company and plan training programs accordingly.  Manage staff of classroom facilitators.

  • Teleperformance
    • United States
    • Outsourcing and Offshoring Consulting
    • 700 & Above Employee
    • Operation Supervisor & Trainer
      • Oct 2010 - Dec 2014

       Supervising, developing, and enhancing the performance of the CSRs.  Generating and analyzing projects and agents performance reports.  Ensuring consistency in policies and procedures.  Evaluates and acts on KPI, Revenue and Gross Margin performance on Hourly daily, weekly and monthly basis.  Evaluates Agent schedule adherence.  Monitors Agents’ calls/contacts  Coaches and motivates Agents  Daily Quantitative and Qualitative performance meetings  Attends… Show more  Supervising, developing, and enhancing the performance of the CSRs.  Generating and analyzing projects and agents performance reports.  Ensuring consistency in policies and procedures.  Evaluates and acts on KPI, Revenue and Gross Margin performance on Hourly daily, weekly and monthly basis.  Evaluates Agent schedule adherence.  Monitors Agents’ calls/contacts  Coaches and motivates Agents  Daily Quantitative and Qualitative performance meetings  Attends calibrations sessions with the Quality Assurance Department  Ensures Revenue, Gross Margin, SLAs objectives of my team are met on daily, weekly and monthly basis  When performance discrepancy, identifies root cause, resolution action and measures efficiency of actions  Ensure agents are using company assets appropriately  Evaluates my agents Quantitative and Qualitative performance on Hourly, Daily, Weekly, Monthly and Yearly basis  Proposes to my process improvement actions.

    • Customer service agent
      • Aug 2009 - Oct 2010

       Receive inquiry calls from customers.  Review customer complaints and search for possible solution.  Give information to the customers regarding their concerns.  Inform customers about their previous and current billing statements.  Give advices to the customers about the possible remedies or solutions regarding their problem.  Record and encode the information that the customer gives.  Try to persuade the customer to buy a certain products.

Education

  • Ain Shams University
    Faculty of Arts, Ancient European Civilization Department
    2003 - 2007

Community

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