Omar Fathy

Directed and trained teams across English and Arabic cold calling campaigns, establishing daily reporting structures and tracking KPIs. Executed recruitment and onboarding, hired 18 representatives, directed payroll for 36 employees, and streamlined client invoicing.

Managed deliveries of 15+ containers across 3+ regions, restructured documentation processes, and cooperated with customs clearance to expedite delivery. Negotiated marketing agreements contributing to 12% revenue growth and collaborated on brand identity.

Increased First-Call Resolution by 11% above required standard in complex travel cases. Coordinated international itineraries using GDS like Amadeus and maintained 94% documentation accuracy on Zendesk audits.

Monitored and reviewed user-generated content to ensure a safe community experience. Enforced community guidelines and maintained a Quality Assurance score of 92%+ for 6 consecutive months.

Demystified complex billing structures and pro-rated charges for clients, achieving FCR of 87% and customer satisfaction of 85%. Executed advanced technical troubleshooting, lowering transfer rates by 20%.

Bachelor of Business Administration in Administration from Alexandria University, completed in July 2022.