Omar Eldib Email & Phone Number

Canada

Led end-to-end implementation projects for a diverse client base, ensuring seamless adoption and successful deployment of SmartSimple's software solutions.Conducted comprehensive needs assessments to understand client requirements and translate them into actionable project plans.Collaborated with clients and internal stakeholders to define project scopes, timelines, and deliverables.Customized software configurations and workflows to align with clients' unique business processes and objectives.Conducted thorough testing and quality assurance to guarantee system functionality and data integrity.Provided hands-on training and user support to clients, empowering them to maximize the value of the software.Acted as a trusted advisor, offering strategic guidance and best practices to optimize clients' use of the software.Proactively identified opportunities for process improvements and recommended system enhancements to drive efficiency and client satisfaction.Effectively managed client expectations, ensuring timely delivery of projects within budget and meeting key milestones.Built strong, collaborative relationships with clients, fostering long-term partnerships and driving client retention.

• Implemented and configured forms using Survey Monkey for various clients and stakeholders within Shopify’s ecosystem• Drove change through strategic research collaborations with cross functional teams to gather insights for deeper understanding of merchant sentiment about Shopify’s products and service when interacting with customer support• Used mixed research methodologies to guide decision making for product teams and service lines as well as taking a multidisciplinary approach to research, and synthesizing data from different data sets such as Survey Monkey for better understanding, and Call Miner for email, phone, and chat to provide rapid insights• Provided observations and recommendations into how users interact with Shopify’s products and services through Google slides to present a compelling story to stakeholders and high-level executives• Analyzed and translated raw data using pivot tables in Excel and Google Sheets to synthesize easy and digestible data to form dashboards for monthly metric reporting• Worked with cross-functional teams including data scientists, market researchers, product managers, and operational stakeholders to ensure merchants are satisfied with the products and services offered to promote their businesses continued growth

Working collaboratively with team manager to help propel dedicated associates to meet and exceed their personal financial targets. Providing guidance to move customer outcomes forward and create successful customer advocates for associates to exceed their KPI metrics and scorecard resultsHelping to ensure high level of governance and adherence to bank policy and procedures to balance financial risk appetite

2465 Argentia Road Mississauga, Ontario L5N 0B4

▪ Assisting high profile clientele, corporate professionals and personal customers with their credit card and banking needs.▪ Providing social media advocacy for the Bank of Montreal by responding to concerns and questions about personal products or account inquires directed through Facebook and Twitter.▪ Supervising approximately 500 members of staff to provide support with regards to discretionary limits, customer escalations and soft skills to meet and exceed productivity and scoring metrics.

5095 Yonge St A14, North York, On M2N 6Z4

▪ Assisted customers with returns, purchasing store protection plans, and services with attention to detail and exceptional interpersonal skills ▪ Superior telephone manner when responding to inquires from customers about products and availability▪ Used daily task list to effectively ensure product availability for customers and created a seamless shopping experience ▪ Maintained presentation standards for the department and overall store appeal by completing hourly quality checks, identifying and addressing any oversights or impact to store presentation appeal▪ Assisted with new employee training including store policies, services, financing options, and register operations to ensure a positive customer and employee experience

181 Bay St Suite 100 Toronto, On M5J 2T3

▪ Monitored and maintained the on-air quality of live programming to ensure accuracy and quality standards were met as per the contractual guidelines with the Service Providers▪ Ingested Media to convert into High-Definition & Standard Definition to be broadcast to Bell, Rogers, Shaw & Viewer’s Choice Pay-per view to enhance the customer experience and provide quality service ▪ Diligently tracked the start duration of on-air programming to ensure unity and adherence in accordance with process and protocol expectations ▪ Responsible for technical and logistical maintenance to ensure effective daily operations