Open to opportunities

Asmaa Omran

@asmaaomran

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Customer Experience Specialist delivering omnichannel support, strong first call resolution, and 90%+ satisfaction.

Egypt

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What I'm looking for

I’m looking for a customer-focused role where I can deliver omnichannel support and measurable results (first call resolution, SLA/KPIs, 90%+ satisfaction). I also want to apply my KYC verification and compliance mindset in a process-driven team.

I’m a Customer Experience Specialist with over 5 years of experience across telecommunications, travel, FinTech, and healthcare environments. I deliver high-quality omnichannel support—calls, chat, email, and face-to-face—while achieving strong first call resolution performance and maintaining over 90% customer satisfaction.

More recently, I’ve worked as a Verification & Customer Experience Officer, conducting end-to-end KYC verification to ensure compliance with internal policies and regulatory standards. I review and validate customer profiles and documents, identify and prevent potential fraud risks, and collaborate with compliance and operations teams to protect data accuracy and process integrity.

Earlier in my career, I supported flight booking and ticketing operations using Amadeus, handling flight bookings, changes, and cancellations. I provided accurate fares and schedules, processed refunds and ticket adjustments in line with airline regulations, and maintained service quality during high-volume peak periods.

I’m comfortable managing high-volume customer interactions (calls, email queues, and chat) while meeting SLA and KPI targets. With tools like Zendesk, Salesforce, Oracle Service Cloud, and cloud-based CRM/ticketing systems, I focus on accuracy, escalation management, and clear, solution-focused communication to drive customer satisfaction and smooth service delivery.

Experience

Work history, roles, and key accomplishments

KYC & CX Verification Officer

TPGMS

Nov 2025 - May 2026 (6 months)

Conducted end-to-end KYC verification to support compliant onboarding for a trading and investment services platform, validating customer profiles and documents. Identified potential fraud risks and collaborated with compliance and operations to ensure data accuracy and process integrity.

KYC Compliance Fraud Prevention Customer Onboarding Validation Risk Assessment

Customer Service Representative

Etisalat UAE

Nov 2023 - Aug 2025 (1 year 9 months)

Managed high-volume telecom customer interactions (50+ cases daily) while maintaining first call resolution up to 85% and meeting KPI targets. Achieved over 90% customer satisfaction by resolving billing, technical, and account issues effectively.

Customer Support Complaint Handling First Call Resolution Billing Support Technical Support Customer Satisfaction

Customer Service Rep (Front Desk)

Al Salam International Hospital

Oct 2021 - Nov 2023 (2 years 1 month)

Provided face-to-face front desk customer service for patients and visitors in a fast-paced healthcare environment. Assisted with inquiries, appointment coordination, and service guidance while handling sensitive situations with empathy and professionalism.

Appointment Coordination Complaint Handling Escalation Management Customer Satisfaction Professional communication Service Guidance

Customer Service Representative

Almosafer

Sep 2019 - Oct 2021 (2 years 1 month)

Supported flight bookings using the Amadeus reservation system, handling changes and cancellations with accurate fare and schedule information. Processed refunds and ticket adjustments in line with airline regulations and managed high-volume booking inquiries across calls, chat, and email.

Cancellations Airline Policy Support Customer Support

Customer Service Rep (Email Support)

Careem

Jun 2018 - Aug 2019 (1 year 2 months)

Managed high-volume email queues (60+ tickets daily) and resolved customer complaints while meeting SLA and KPI targets. Improved customer satisfaction through clear, solution-focused communication and collaborated with internal teams to resolve escalations.

Complaint Handling Escalation Management Customer Satisfaction Cross functional Coordination Customer Communications

Customer Service Representative

Midea Group

Aug 2017 - May 2018 (9 months)

Provided omnichannel support for customer inquiries and warranty services via email and chat. Handled 70+ customer requests daily and coordinated with technical and logistics teams to resolve complex issues while meeting SLA requirements.

Omni Channel Support Warranty Support Email Chat Support SLA Management Inquiries Handling Logistics Coordination