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عبد الرحمن عمر, Contact Center Manager

عبد الرحمن عمر

Contact Center Manager·Confidential

الإمارات العربية المتحدة

دبلوم, COPC High-Performance Management Techniques

الخبرة العملية

مجموع سنوات الخبرة: 6 سنوات, 3 أشهر

Contact Center Manager

يونيو 2025 - حتى الآن

Confidential

عجمان، الإمارات العربية المتحدة

يونيو 2025 - حتى الآن

I lead a dynamic team driving customer engagement and real estate lead conversion across Dubai, Sharjah and the Northern Emirates. My focus is on delivering seamless customer experiences, improving sales efficiency, and maximizing team performance through clear processes, training, and data-driven strategies.
Key Responsibilities:
Lead and manage, ensuring daily productivity, target achievement, and high-quality customer interactions.
Design and implement CRM workflows tailored to the UAE real estate market.
Monitor and report KPIs: lead-to-deal conversion rate, call quality, follow-up compliance, and campaign ROI.
Ensure legal accuracy and clarity when presenting Dubai, Sharjah, Ajman, and Northern Emirates property laws to clients (leasehold, freehold, and registration processes).
Oversee CRM hygiene and follow-up pipelines to reduce lead loss and optimize agent performance.
Train agents on product knowledge, ownership eligibility (UAE nationals, GCC, expats), and ethical sales practices.
Coordinate with marketing and property consultants to align inbound lead generation with outbound call efforts.
Ensure customer satisfaction and complaint resolution, maintaining a customer-first culture within the team.
مجال الشركة:
العقارات

Contact Center Manager - Tele Sales

يونيو 2025 - حتى الآن

Al Rasikhoon Real Estate Develepor

يونيو 2025 - حتى الآن

I lead a dynamic team driving customer engagement and real estate lead conversion across Dubai, Sharjah and the
Northern Emirates. My focus is on delivering seamless customer experiences, improving sales efficiency, and
maximizing team performance through clear processes, training, and data-driven strategies.
Lead and manage, ensuring daily productivity, target achievement, and high-quality customer interactions.
Design and implement CRM workflows tailored to the UAE real estate market.
Monitor and report KPIs: lead-to-deal conversion rate, call quality, follow-up compliance, and campaign ROI.
Ensure legal accuracy and clarity when presenting Dubai, Sharjah, Ajman, and Northern Emirates property laws to
clients (leasehold, freehold, and registration processes).
Oversee CRM hygiene and follow-up pipelines to reduce lead loss and optimize agent performance.
Train agents on product knowledge, ownership eligibility (UAE nationals, GCC, expats), and ethical sales practices.
Coordinate with marketing and property consultants to align inbound lead generation with outbound call efforts.
Ensure customer satisfaction and complaint resolution, maintaining a customer-first culture within the team.
Coordinated post-sale documentation validation and ensured compliance with UAE property regulations.
Oversaw SPA documentation accuracy and ensured proper handover between sales and operational teams.
Managed multi-emirate operations (Dubai, Sharjah, Northern Emirates) ensuring consistent customer experience
standards.
Compiled and presented monthly operational performance reports to senior leadership including predictive
forecasting and SLA adherence trends.
Established KPI transparency model to improve visibility, accountability, and operational governance.

Contact Center Supervisor - Sales

سبتمبر 2024 - حتى الآن

AW Rostamani

دبي، الإمارات العربية المتحدة

سبتمبر 2024 - حتى الآن

Optimized digital contact center operations, increasing efficiency by 120% and enhancing customer experience through multi
channel support.
Designed and executed customer experience strategies, reducing call resolution time by 80% and boosting CSAT scores by 7%.
Collaborate with cross-functional teams to align contact center initiatives with overall business objectives, supporting sales,
marketing, and product development efforts.
Utilize data analysis to monitor key performance indicators (KPIs) and identify opportunities for optimization, increasing operational
efficiency
Implement and manage customer feedback systems, driving improvements in customer satisfaction and loyalty.
Lead projects aimed at integrating new technologies and tools to enhance the digital contact centers capabilities.
Accomplishments:
Led strategic initiatives contributing to 103% of total Zeekr sales, leveraging data-driven customer engagement techniques.
Increased contact center sales participation in Chery sales from 8% to 35%
Drove the successful market introduction of Smart Car, coordinating cross-functional teams to optimize sales funnel and
increase pre-launch interest by 116%.
مجال الشركة:
وكلاء السيارات

Contact Center Supervisor - Sales

سبتمبر 2024 - حتى الآن

AWRostamani

دبي، الإمارات العربية المتحدة

سبتمبر 2024 - حتى الآن

Executed performance-driven CRM and digital campaigns, exceeding Zeekr sales targets by 203% through
audience segmentation, personalized messaging, and campaign optimization.
Managed end-to-end campaign planning and execution across multiple digital channels, aligning with business
objectives and brand guidelines.
Collaborated cross-functionally with marketing, showroom sales, and analytics teams to align on strategic initiatives
and optimize customer acquisition and engagement.
Implemented data-led lead nurturing workflows and media strategy alignment, increasing Smart Car pre-launch
leads by 116%.
Developed and tracked KPIs on traffic, conversion, and cost per acquisition via CRM dashboards and Google
Analytics, ensuring continuous performance optimization.
Led targeted CRM campaigns and testing strategies using email, SMS, and outbound engagement, significantly
boosting Chery lead conversion rates from 8% to 35%.
Partnered with external digital teams and franchise stakeholders to align CRM and campaign strategy across key
automotive brands.
Accomplishments:
Designed and executed data-driven customer engagement strategies, resulting in 203% of Zeekr sales target
achievement. Utilized CRM analytics and personalized outreach to optimize conversion rates.
Implemented targeted sales training, boosting Chery contact center sales participation from 8% to 35%.
Led cross-functional collaboration between sales, marketing, and operations, optimizing the Smart Car sales
funnel and increasing pre-launch interest by 116%.
مجال الشركة:
وكلاء السيارات

Senior Team Manager

ديسمبر 2022 - مارس 2026

Sutherland Global Services - AT&T

الإسكندرية، مصر

ديسمبر 2022 - مارس 2026

Leveraged real-time analytics and workforce planning models, enhancing operational efficiency by
20%.
Enhanced agent performance through feedback analysis and targeted coaching, increasing CSAT
by 15%.
Designed structured call-handling frameworks incorporating speech analytics and standardized
response scripts, reducing AHT by 30%.
مجال الشركة:
الاستعانة بالمصادر الخارجية لخدمة العملاء

Team Manager

أكتوبر 2021 - مارس 2026

Sutherland Global Services - AT&T

الإسكندرية، مصر

أكتوبر 2021 - مارس 2026

Led a 20-member call center team, establishing KPIs and incentive programs that increased team
productivity by 20%.
Accomplishments:
Rolled out targeted sales and customer service training programs, driving a 20% increase in
individual and team performance.
Analyzed customer interaction data to refine workflows, increasing Answer Rate by 10% and
reducing Average Handle Time (AHT) by 20%.
Showcased strong leadership by managing and guiding a call center team, establishing
performance standards, providing feedback, and creating a positive work environment.
implemented a customer service strategy that cut call handling time by 30%
مجال الشركة:
الاستعانة بالمصادر الخارجية لخدمة العملاء

Customer Service Supervisor

ديسمبر 2023 - سبتمبر 2024

Abu Dhabi National Insurance Company

أبو ظبي، الإمارات العربية المتحدة

ديسمبر 2023 - سبتمبر 2024

Redesigned workflow automation and agent training programs, reducing issue resolution time by
12% and increasing first-contact resolution by 9%
Applied Lean Six Sigma methodologies to identify inefficiencies and optimize service processes,
improving overall customer experience by 15%
Developed and led specialized training on insurance products, equipping associates with
consultative sales techniques that increased customer acquisition by 35%
Designed a centralized performance dashboard integrating real-time KPIs, enhancing decision
making capabilities and operational efficiency Implemented a comprehensive knowledge database,
reducing repetitive queries and improving onboarding efficiency for new associates
Accomplishments:
Designed a centralized performance dashboard integrating real-time KPIs, enhancing decision
making and operational efficiency.
Developed and implemented a knowledge database, reducing repetitive queries and improving
onboarding efficiency for new associates.
Conducted mobile app testing, identifying and reporting critical pre-launch bugs, ensuring a
seamless user experience.
مجال الشركة:
التأمين

Senior Team Manager

نوفمبر 2022 - مايو 2023

Sutherland Global Services

الإسكندرية، مصر

نوفمبر 2022 - مايو 2023

Achieving Enhanced Customer Experience Through Proficient Leadership, My leadership skills, adept communication, and data analysis abilities have guided my team to surpass performance targets, leading to an elevated overall customer experience. These strengths played a crucial role in driving the team towards success.

Spearheaded a +20 person team to exceed performance targets by over 20%, achieving the highest regional customer satisfaction rate of 87% in Q1 and Q2. Developed and executed a customer service strategy that reduced call handling time by 30% while improving customer satisfaction scores by 15%. Conduct regular performance evaluations, provide feedback, and offer coaching to enhance individual and team performance.
مجال الشركة:
الاستعانة بالمصادر الخارجية لخدمة العملاء

Team Manager

أكتوبر 2021 - نوفمبر 2022

Sutherland Global Services

الإسكندرية، مصر

أكتوبر 2021 - نوفمبر 2022

Achieved consistent and surpassing performance targets, leading to heightened customer satisfaction and operational efficiency. My robust leadership skills, adept communication, and dedication to cultivating a positive team culture were pivotal factors in realizing these outcomes.
showcased strong leadership by managing and guiding a call center team, establishing performance standards, providing feedback, and creating a positive work environment. conducted comprehensive training programs and offered coaching to improve team and individual performance in customer service.
مجال الشركة:
الاستعانة بالمصادر الخارجية لخدمة العملاء

Customer Service Associate

فبراير 2021 - سبتمبر 2021

Sutherland Global Services

الإسكندرية، مصر

فبراير 2021 - سبتمبر 2021

Exceeded performance targets, which included sales quotas, customer satisfaction scores, and call handling metrics. Actively collaborated with team members and supervisors to exchange best practices, streamline processes, and elevate the overall customer experience. Accomplishments: Achieved Q2 Top Performer status within 4 Months of employment, showcasing exceptional sales and customer service skills. Recognized for consistently meeting or surpassing sales targets, contributing to increased revenue for the AT&T Billing and Sales Account. Promoted to the position of Team Manager within just 7 months of joining the company, a testament to leadership potential and outstanding performance.
مجال الشركة:
الاستعانة بالمصادر الخارجية لخدمة العملاء

Customer Service Associate

فبراير 2021 - أغسطس 2021

Sutherland Global Services - AT&T

الإسكندرية، مصر

فبراير 2021 - أغسطس 2021

Surpassed sales quotas, customer satisfaction scores, and call handling metrics by implementing
streamlined processes and effective communication strategies, resulting in a 25% increase in overall
performance.
Accomplishments:
Collaborated with team members and supervisors to exchange best practices and streamline
processes, improving overall customer experience.
Achieved Q2 Top Performer status within 4 months by leveraging exceptional sales and customer
service skills, resulting in a 30% increase in sales.
Consistently met or surpassed sales targets, contributing to revenue increase for the AT&T Billing
and Sales Account.
Promoted to Team Manager within 7 months due to demonstrating leadership potential.
مجال الشركة:
الاستعانة بالمصادر الخارجية لخدمة العملاء

Customer Service Associate

أبريل 2020 - يناير 2021

Ux Centers

الإسكندرية، مصر

أبريل 2020 - يناير 2021

Assisted customers in understanding and managing their billing statements, resolving discrepancies, and setting up payment arrangements as needed. Diagnosed and troubleshooted technical issues related to cable, internet, and phone services, resolving issues promptly and effectively. Accomplishments: Consistently received positive customer feedback and high satisfaction ratings for providing outstanding billing and technical support services. Demonstrated expertise in resolving complex technical issues, resulting in reduced service downtime and improved customer retention. Achieved a track record of meeting or exceeding monthly performance metrics, including call handling time, first-call resolution, and customer satisfaction scores.
مجال الشركة:
الاستعانة بالمصادر الخارجية لخدمة العملاء

التعليم

COPC High-Performance Management Techniques

يناير 2025

يناير 2025

دبلوم، COPC High-Performance Management Techniques

الإمارات العربية المتحدة

المعدل التراكمي (نسبة مئوية): 95%

المعدل التراكمي (نسبة مئوية): 95%

Alexandria University

يوليو 2024

يوليو 2024

بكالوريوس، Business Administration And Commerce

مصر

المعدل التراكمي (نسبة مئوية): 60%

المعدل التراكمي (نسبة مئوية): 60%

Skills

Leadership
Expert
Leadership
Expert
Lean Six Sigma
Expert
Lean Six Sigma
Expert
COPC
Expert
COPC
Expert
Sales
Expert
Sales
Expert
Customer Care
Expert
Customer Care
Expert
Customer Service
Expert
Customer Service
Expert
CRM
Expert
CRM
Expert
OPERATIONS
Expert
OPERATIONS
Expert
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
DISPUTE RESOLUTION
Intermediate
DISPUTE RESOLUTION
Intermediate
CROSS FUNCTIONAL COLLABORATION
Intermediate
CROSS FUNCTIONAL COLLABORATION
Intermediate
TECHNICAL SUPPORT
Expert
TECHNICAL SUPPORT
Expert
TRAVEL INSURANCE
Intermediate
TRAVEL INSURANCE
Intermediate
LINKEDIN
Intermediate
LINKEDIN
Intermediate
INFORMATION TECHNOLOGY
Intermediate
INFORMATION TECHNOLOGY
Intermediate
TEAM PERFORMANCE MANAGEMENT
Intermediate
TEAM PERFORMANCE MANAGEMENT
Intermediate
SALES
Intermediate
SALES
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
PERFORMANCE MANAGEMENT
Intermediate
PERFORMANCE MANAGEMENT
Intermediate
SERVICE STRATEGY
Expert
SERVICE STRATEGY
Expert
Team Management
Expert
Team Management
Expert
CROSS FUNCTIONAL COLLABORATION
Intermediate
CROSS FUNCTIONAL COLLABORATION
Intermediate
CUSTOMER LIFECYCLE MANAGEMENT
Intermediate
CUSTOMER LIFECYCLE MANAGEMENT
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
FINANCE
Intermediate
FINANCE
Intermediate
LEAN SIX SIGMA BLACK BELT
Intermediate
LEAN SIX SIGMA BLACK BELT
Intermediate
MARKETING
Intermediate
MARKETING
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
PROBLEM SOLVING
Intermediate
PROBLEM SOLVING
Intermediate
SALES
Intermediate
SALES
Intermediate
VISUALIZATION
Intermediate
VISUALIZATION
Intermediate

حسابات مواقع التواصل الاجتماعي

الموقع الشخصي
الموقع الشخصي
linkedin.com/in/abdelrahmanomar/

اللغات

الانجليزية

متمرّس

العربية

مبتدئ

التدريب و الشهادات

الشهادات
Customer Service Excellence Training
Lean Six Sigma Certification Black Belt
COPC High-Performance Management Techniques
SHARED SERVICES & SLA GOVERNANCE
COPC CERTIFIED
LEAN SIX SIGMA BLACK BELT
COPC HPTM
Apr 2025