Omar Ismail
Helsinki,Uusimaa
Summary
Dedicated Call Centre Agent with over 10 years of experience in high-volume call handling. Self-motivated to achieve service and call time targets. Shares great product knowledge and exceptional customer service skills. Professional Call Centre Agent with excellent phone manner, outstanding interpersonal skills and first-class customer service expertise. Proficient in sales and customer data management.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
Work History
Inbound call centre agent
Lähitaksi Oy
Helsinki, Uusimaa
06.2021 - Current
- Recommended call routing strategies, reducing average on-hold times.
- Continually updated customer databases, ensuring compliance with GDPR regulations.
- Increased client retention by building instant rapport and establishing customer trust.
- Established follow-up call systems to effectively resolve complaints and maintain customer loyalty.
- Maintained accurate records to simplify information flow between customer service and account management teams.
Operator technician
Murata Oy
Helsinki, Uusimaa
06.2017 - 04.2022
- Completed daily documentation, updating operational records and company logs.
- Calibrated and adjusted equipment settings to reduce errors and meet production quotas.
- Set up and programmed plant machinery to maintain job-specific settings.
- Tested and measured performance standards and enforced adherence to production specifications.
Translator
Raffle Solutions
Helsinki, Uusimaa
12.2015 - 01.2018
- Localised texts, considering cultural identity and country-specific idioms for relevant markets.
- Successfully translated projects, completing ahead of agreed deadlines.
- Utilised developed expertise to provide accurate translations within medical industry texts.
- Used excellent interpersonal skills to build trust with clients requiring last minute translation services.
- Translated web content including articles, blog posts and product descriptions.
Telephone sales agent
Avant Oy
Helsinki, Uusimaa
02.2014 - 02.2015
- Trained junior agents on customer service excellence, boosting customer satisfaction rates.
- Maintained accurate records to simplify information flow between customer service and account management teams.
- Successfully generated new business via telephone sales, achieving profit growth targets.
- Increased client retention by building instant rapport and establishing customer trust.
- Achieved daily performance targets, aiding department progression towards sales goals.
- Processed complaints professionally, seeking effective, timely solutions for continued customer satisfaction.
Airport security worker
Sol palvelut
Helsinki, Uusimaa
09.2013 - 03.2014
- Checked staff ID and passenger boarding cards before granting access to secure areas.
- Performed thorough cargo checks and inspections to uncover contraband.
- Maintained clear and professional communication with customers for faultless security service records.
Phone salesperson
Elisa Oy
Helsinki, Uusimaa
09.2010 - 01.2013
- Provided customers with knowledgeable and timely responses to questions and concerns.
- Handled inbound telephone calls from interested customers.
- Assisted customers with product returns, converting refund requests into exchange opportunities to maximise store revenue.
- Handled concerns and complaints with care, delivering positive outcomes for continued customer loyalty.
Storage worker
Hansaprint Oy
Helsinki, Uusimaa
08.2007 - 12.2008
- Carried out stock control and maintained quality standards high for audits.
- Performed tagging and labelling of warehouse inventory.
- Stored products in appropriate storage areas to maximise space within warehouse.
- Assisted with loading and unloading of vehicles manually and using machines.
Education
Computer science
University of Turku
Finland 09.2006 - 05.2008
A-Levels -
Hervannan Lukio
Finland 08.2001 - 05.2004
Skills
- Customer communications
- Service knowledge
- Lead conversion techniques
- Telephone skills
- Customer care
- Online customer service
Languages
Finnish
Native
somali
Native
English
Fluent
Swedish
Beginner
Timeline
Inbound call centre agent
Lähitaksi Oy
06.2021 - Current
Operator technician
Murata Oy
06.2017 - 04.2022
Translator
Raffle Solutions
12.2015 - 01.2018
Telephone sales agent
Avant Oy
02.2014 - 02.2015
Airport security worker
Sol palvelut
09.2013 - 03.2014
Phone salesperson
Elisa Oy
09.2010 - 01.2013
Storage worker
Hansaprint Oy
08.2007 - 12.2008
Computer science
University of Turku
09.2006 - 05.2008
A-Levels -
Hervannan Lukio
08.2001 - 05.2004
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