Omar Qasem Email and Phone Number

Training and development of new talent in the Client Services department.Creating and reviewing curriculum to enhance the effectiveness of department training.Leading the Client Services team through providing consistent support to ensure client's success and company compliance.Conducting quality assurance coaching sessions in the department.

Implemented tailored payment solutions for individual clients, resulting in $2M+ in saved revenue and increased client trust.Managed clients accounts and collaborated with lead and stakeholders to coordinate solutions to address received inquiries to ensure clients success.Addressed service issues by clarifying the client's concern; analyzing the client's needs; determining the root cause of the issue; and reaching a resolution.

Achieved a top performance ranking for two consecutive months by consistently maintaining an outstanding accuracy rate for content moderation, ensuring a safe and secure online platform.Identified and addressed 100+ new content violations daily, promoting a safe online environment for users and protecting company reputation.Took initiative in removing harmful content, leading to an increase in platform trust and improved user experience.

Investigated repeated customer complaints regarding defect issues, damaged parcels and product mismatch.Issued warehouse stock investigation requests with fulfillment center associates to identify cause of each customer complaint.Communicated with vendors, vendor managers, and selling partners to research and resolve customer issues.

Consistently exceeded performance standards, achieving a top 10 ranking in the UK Operational Unit for 3 consecutive months.Provided exceptional customer service, resolving 40+ inquiries with 95% accuracy rate, resulting in increased retention and positive feedback.Provided exceptional customer service by offering alternative products, leading to a 95% customer satisfaction rate.Customer inquiries spanned wide range of issues including account access, researching products, processing orders, payments, delivery tracking, and Prime subscriptions.

Created new instructional content for lab curriculum and collaborated with lab director.Managed development of 1 new project each week.Worked with students to help them complete their lab assignments successfully.Communicated with students to address their inquiries and concerns and mitigated issues during online classes.

Created lesson plans, and held weekly meetings with Coordinator and instructors to discuss instructional content and curriculum for each week.Prepared problem-solving drills for concept mastery and held workshops on a weekly basis.Worked with low-performing students in 1:1 sessions and helped them achieve higher scores.