عمر بيروتي

Leads and manages end-to-end operations of a centralized, multi-brand call center supporting reservation, customer
service, and guest relations functions across three markets. Acts as the primary operational interface between the
call center department and senior management.
Team Leadership & Performance Management
ensuring consistent achievement of KPIs, including SLA, AHT, FCR, CSAT, and NPS.
- Conduct structured weekly performance reviews, one-on-one coaching sessions, and monthly calibration calls
to raise individual and team service quality standards.
- Design and implement daily, weekly, and monthly KPI target frameworks; monitor performance through real-
time dashboards, queue reports, and live call monitoring via the Ameyo platform.
- Lead agent recognition and accountability programs to build a results-driven, high-engagement team culture.
Reservation & Guest Experience Operations
- Oversee all reservation operations across five restaurant brands through SevenRooms and eventat, ensuring
accuracy, availability management, and full policy adherence.
- Ensure consistently high-quality guest interactions across all touchpoints: inbound calls, outbound campaigns,
WhatsApp (WABA/Chat360), CRM, and social media channels.
- Coordinate reservation handling with restaurant operations teams to align guest bookings with capacity,
special events, and kitchen readiness.
- Handle complex escalations and critical guest recovery cases with a structured, empathetic, and solution-
oriented approach, documenting outcomes for continuous improvement.
- Manage Delivery Operations Support during peak campaign periods through Talabat, Deliveroo, and helo
portals, ensuring order accuracy and timely resolution of delivery-related complaints.
Voice of the Customer (VOC) & Executive Reporting
- Spearhead the Voice of Gastronomica executive reporting initiative, a comprehensive multi-channel sentiment
analysis combining call center KPIs, guest feedback, social listening, and survey data presented to senior
leadership.
- Designed and maintained the Master Sheet: a centralized Excel feedback log capturing and categorizing all
guest complaints across brands using a standardized taxonomy (Service, Food Quality, Atmosphere, Value,
Events, Delivery, and Other).
Lead root cause analysis on recurring complaint patterns, producing actionable recommendations integrated
into operational SOPs and training content.
Process Improvement & Quality Assurance
- Develop, implement, and continuously refine SOPs, call scripts, escalation matrices, and service recovery
protocols to ensure operational consistency across all agent touchpoints.
- Lead QA initiatives through structured call monitoring, scoring, and monthly calibration sessions with team
leaders to maintain service benchmarks.
- Optimize Kanari guest survey flows for tablet/iPad deployment across restaurant locations, simplifying
question structures to maximize completion rates and data quality.
- Identify operational gaps through data analysis and guest feedback; develop and deploy corrective action
plans tracked through structured review cycles.
Cross-Functional Collaboration & Systems Management
- Act as the primary department liaison with IT, CRM, and Marketing teams for system enhancements, platform
integrations, campaign rollouts, and process automation initiatives.
- Coordinate CRM and call center platform configurations (Ameyo, SevenRooms, WABA, Kanari), ensuring
system uptime, data integrity, and optimal agent experience.
- Collaborate with Marketing on outbound campaigns and event-driven promotions, coordinating agent
scripting, WhatsApp messaging, and CRM campaign execution.
- Serve as department point of contact for management, providing structured updates, escalation summaries,
and performance insights.

subdivision loyalty Aura + Starbucks
• administer and manage customer loyalty programs, including the addition and adjustment of points. handled all channels emails .
calls.live chats
• Investigate purchase histories to ensure accuracy and resolve discrepancies
• Address and resolve issues related to offers and rewards.
• Provide exceptional customer service through various communication channels
• Assist customers with inquiries and concerns regarding their loyalty program accounts.
• Troubleshoot and resolve problems related to loyalty rewards and promotions.
• Educate store staff and customers about the features and benefits of loyalty programs.
• Conduct training sessions and provide ongoing support to store employees on loyalty program procedures and best practices.

• Answer the customers queries and resolve problems all across the Middle East, including Kuwait, KSA, Bahrain, Oman, Qatar, Lebanon, Egypt, Jordan, and Morocco
• Obtained client information by answering telephone calls and verifying information
• Managed large amounts of inbound and outbound calls in a timely manner
• Followed communication scripts when handling different topics
• Identified customers needs, clarified information, researched every issue, and provided solutions and/or alternatives
• Answered calls with positivity and enthusiasm, delivering warm, friendly customer care
• Provided exceptional call center experiences through first-class communication and professional customer care, helping the internal and
external customer to achieve the best service
• Enhanced customer journeys and experiences through relevant and tailored responses to customer issues
• Worked with exceptional efficiency to consistently achieve call handling timeframe targets

• subdivision loyalty Aura + Starbucks
• administer and manage customer loyalty programs, including the addition and adjustment of points. handled all channels emails.
calls. live chats
• Investigate purchase histories to ensure accuracy and resolve discrepancies
• Address and resolve issues related to offers and rewards.
• Provide exceptional customer service through various communication channels
• Assist customers with inquiries and concerns regarding their loyalty program accounts.
• Troubleshoot and resolve problems related to loyalty rewards and promotions.
• Educate store staff and customers about the features and benefits of loyalty programs.
• Conduct training sessions and provide ongoing support to store employees on loyalty program procedures and best practices.
• Answer the customers queries and resolve problems across the Middle East, including Kuwait, KSA, Bahrain, Oman, Qatar, Lebanon, Egypt, Jordan,
and Morocco
• Obtained client information by answering telephone calls and verifying information
• Managed substantial amounts of inbound and outbound calls promptly
• Followed communication scripts when handling different topics
• Identified customers needs, clarified information, researched every issue, and provided solutions and/or alternatives
• Answered calls with positivity and enthusiasm, delivering warm, friendly customer care
• Provided exceptional call center experiences through first-class communication and professional customer care, helping the internal and external
customer to achieve the best service
• Enhanced customer journeys and experiences through relevant and tailored responses to customer issues
◦
• Worked with exceptional efficiency to consistently achieve call handling period targets

(Xcite)
• Supervised the inbound team to make certain they answered questions knowledgeably and thoroughly
• Manage the agents breaks. Dealing with customers complaints that need someone in charge of managing the email and the tickets from the
showrooms and from the agents
• Dealing with any problem that may occur on shift and report back to the supervisor. Answering any questions about the company policy to our
agent to make sure to give the customer the correct Answers. Dealing with any complaints on our agents and report back to the agent team leader
• Answering calls when needed

(Arabic/English)
• Created and managed new maintenance job cards. Followed up on ongoing maintenance tasks
to ensure timely completion. Handled inquiries and resolved complaints related to maintenance
services.
• Delivery and Installation Department (D&I) (Arabic/English)
Scheduled and rescheduled deliveries as needed. Address customer inquiries about delivery schedules. Resolved complaints related to
delivery and installation services
• Online Department (Arabic/English)
Monitored and managed existing online orders to ensure prompt processing. Handled online
inquiries from customers regarding orders. Addressed and resolved complaints related to the online ordering process, Showrooms
(Arabic/English)
Assisted customers with inquiries regarding products and services available in showrooms.
Addressed and resolved complaints from showroom visitors.

Call center agent Alghanim

 
Supervised inbound team to make certain they answered questions knowledgeably and thoroughly
• Mange the agents breaks Dealing with customers complaints that need someone in charge Manage the email and the tickets from the
showrooms and from the agents
• Dealing with any problem that may occur in shift and report back to the supervisor Answering any questions about the company policy
to our agent to make sure to give the customer the correct Answers Dealing with any complaints on our agents and report back to the
agent team leader
• Answering calls when needed

• Help customers to choose the best product and try to make them buying large amounts of
product in a way which makes them fully
• Dealing with customers in a polite manner and try to adapt to their various moods
• Trying to utilize the required different ways in dealing with customers and their needs, selling,
and promoting the products, upselling offer alternative payment installment etc.