Summary
Overview
Work History
Education
Skills
Languages
Personal Record
References
Timeline
Generic

Heba Omari

Irbid

Summary

Experienced quality assurance senior officer offering 10 years career in outsourcing customer experience field. Skilled and ambitious with a bachelor degree in English language & literature from Yarmouk university.

Overview

12
12
years of professional experience

Work History

Quality Assurance & Training Senior Officer

Extensya
Irbid
04.2018 - Current
  • Provided administrative support by completing tasks such as filing documents and scheduling meetings.
  • Manage various coaching activities and maintain improvement follow- up.
  • Monitor, control and report achievement of scheduled and action monitoring activities..
  • Manage and track CSR monthly performance summary process.
  • Develop operational policies and procedures to guide effective and consistent service delivery.
  • Develop evaluation forms and checklists.
  • Initiate, monitor and track performance related corrective actions & resolutions.
  • Manage quality system functionalities, improvement and training.
  • Conduct quality awareness training to new hires.

Quality Assurance Officer

Extensya
Irbid
09.2014 - 03.2018
  • Developed and implemented quality assurance standards for all processes.
  • Monitored compliance with established policies, procedures, and regulations.
  • Monitoring Customer Interactions to improve agent performance
  • arranging calibration Sessions to ensure all key departments are aligned.
  • Training and Coaching
  • Improving Overall Contact Center Efficiency

Customer Service Representative

Extensya
03.2012 - 08.2014
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls to facilitate customer service.
  • Demonstrated excellent communication skills in resolving consumer complaints.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

Education

B.Sc. in English Language & Literature -

Yarmouk University
08.2010

Training Course - TOT

Online Training
12.2021

Training Course - Human Resources Training

Queen Rania Centre - Yarmouk University
Irbid
07.2012

Training Course - Data Entry And Secretarial Work

Irbid Greatest Municipality
Irbid
04.2011

Skills

  • Attention to detail
  • Time management
  • Problem-solving
  • Multitasking
  • Written and verbal communication
  • Ability to work as part of a team
  • Quick Learning
  • Critical Thinking
  • Excellent knowledge in using computer (MS-DOS, WinWord, Excel)
  • Documentation and Reporting
  • Training & monitoring
  • interpersonal skills
  • Presentation skills
  • Customer service management
  • Analytical skills
  • Decision making
  • Team leadership
  • Work under pressure

Languages

Arabic
First Language
English
Upper Intermediate (B2)
B2

Personal Record

 Self motivated to improve my capabilities and knowledge, with whatever I may face in my work and life, Would feel so happy & cooperative in team working, and wish always to improve the efficiency and effectiveness of the work procedures through suggesting and implanting work-related policies, Believe in old saying: "Human Relationship is an essential key for success", Leadership qualified and seeker. 

References

References available upon request.

Timeline

Quality Assurance & Training Senior Officer

Extensya
04.2018 - Current

Quality Assurance Officer

Extensya
09.2014 - 03.2018

Customer Service Representative

Extensya
03.2012 - 08.2014

B.Sc. in English Language & Literature -

Yarmouk University

Training Course - TOT

Online Training

Training Course - Human Resources Training

Queen Rania Centre - Yarmouk University

Training Course - Data Entry And Secretarial Work

Irbid Greatest Municipality

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Heba Omari