ZEE OMAR
Brussels
Summary
A result-driven professional with 6 years of experience in customer service, sales, and communication, and 3 years in teaching and instructing. Demonstrates strong capabilities in tele-sales, customer service, and team leadership. Seeking a challenging role within an ambitious and forward-thinking organization.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Vodafone UK
11.2015 - 02.2017
- Handled customer inquiries, complaints, billing questions, and payment extensions.
- Analyzed products and services against customer bills to ensure needs and requests were met.
- Calmly resolved issues for angry callers, rebuilt trust, and designed optimal solutions.
- Promoted to Floorwalker to train newcomers in case handling.
- Promoted to Team Leader, overseeing HR processes, hiring, and training transitions.
- Served as on-loan Quality Coach, coaching advisors.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Tele-sales Outbound "SME, Manager"
Vodafone UK
02.2017 - 11.2017
- Managed outbound communication with customers over the phone.
- Organized post-sale processes and arranged delivery methods.
- Made high-volume calls to cold, warm, and hot leads daily.
- Followed up with customers post-sale to ensure satisfaction.
- Identified market opportunities to develop new business.
- Qualified new leads within a team environment.
- Prepared quotes using Oracle system and negotiated sales prices.
Sales Manager
Hilton Central Reservation Representative
02.2018 - 02.2019
- Represented Hilton in the Middle East, South Africa, and the USA.
- Promoted to Sales Manager, responsible for cold emails, phone calls, and in-person visits.
- Provided orientation and tracked progress of sales agents.
- Monitored call volumes and results against forecasted goals.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
English Instructor/Teacher
Various Institutions
04.2019 - Current
- Taught English courses to corporate employees tailored to their business environments.
- Instructed adults seeking job or educational opportunities in English, including ACTIRIS Groups.
- Taught English to exchange students in Russia.
- Conducted IELTS, SAT, Conversational, and General English courses.
Education
Bachelor of International Business Economics - Business Economics
Vrije Universiteit
Brussels, BelgiumSkills
- Computer Skills: Advanced proficiency in MS Office Suite
- Project Planning: Experienced in organizing and executing projects
- Leadership and Team Management: Proven ability to lead and motivate teams
- Dynamic & Self-Motivated: Expert in adapting to new challenges
- Analytical: Skilled in data analysis and problem-solving
- Flexible: Experienced in adapting to diverse work environments
- Team Player: Expert in collaborative teamwork
Languages
English
Bilingual or Proficient (C2)
Arabic
Bilingual or Proficient (C2)
Dutch
Intermediate (B1)
German
Intermediate (B1)
French
Elementary (A2)
Timeline
English Instructor/Teacher
Various Institutions
04.2019 - Current
Sales Manager
Hilton Central Reservation Representative
02.2018 - 02.2019
Tele-sales Outbound "SME, Manager"
Vodafone UK
02.2017 - 11.2017
Customer Service Representative
Vodafone UK
11.2015 - 02.2017
Bachelor of International Business Economics - Business Economics
Vrije Universiteit
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