Omar Abdou Said

Executed effective retention strategies to address potential cancellations among business clients.

• Recommended customized products and services to fulfill unique business customer requirements.
• Fostered strong customer relationships through consistent proactive communication methods.
• Processed multi-platform activation requests across wireless, telephony, internet, VoIP, and security solutions.
• Utilized extensive Salesforce experience to facilitate various system implementations.
• Achieved monthly revenue targets by driving multi-product sales to business accounts.
• Ensured satisfaction through comprehensive after-sales support including service transfers and issue resolution.
• Maintained proactive follow-up with business clients, surpassing their expectations regularly.

• Contributed to TELUS Service 2.0 initiative, delivering exceptional customer support across multiple brands.
  Managed complex wireless service inquiries for TELUS, Koodo, and PC Mobile.
  Refined comprehensive customer experience blueprint to ensure service excellence and brand consistency.
  Recognized for analytical skills; selected for auxiliary performance analysis role.
  Compiled and analyzed monthly performance metrics, identifying trends and opportunities for improvement.
  Created actionable reports influencing team strategy and individual coaching sessions.
  Demonstrated advanced proficiency in analytical tools, including Excel modeling and VBA programming.
  Collaborated with cross-functional teams to implement process improvements based on data insights.

Provided technical support to partners and stores by troubleshooting transaction errors and resolving product activation issues.
Addressed customer and channel partner queries, clarifying processes to enhance understanding.
Collaborated with managers to proactively identify and resolve potential service process issues.
Assisted customer service and sales agents with inquiries regarding services, pricing, promotions, billing, and product specifications.
Investigated and resolved disputed amounts and processed credit verifications for refused or returned payments.
Served as Subject Matter Expert, training new agents and supporting their professional development.