Omar Ashraf Abd El Salam

GENERAL INFO
Full Name: Omar Ashraf Abd El Salam
Date of Birth: 28th of August 1996
Nationality: Egypt
Marital Status: Single
Location: Alexandria, Egypt

CONTACT INFO
Mobile: +201007952155
Phone: 033571391
Email: omarashrafbory@yahoo.com

PROFESSIONAL EXPERIENCE

Oct 2017 to Present Call Center - Team Leader at Vodafone UK

(3 years and 1 month) Alexandria, Egypt
Industry: Consumer Services. Company Size: More than 1000 employees
Responsibilities
- Manage day to day operations
- Monitor the daily, weekly and monthly team performance
- Handling the agent’s inquiries (Annuals, Salary Issues, etc.).
- Conduct quality one to one meetings with team members, Including
developments plans and awareness session to motivate agents. While following
GROW module of coaching.
- Brief the team with the new process, products, services, or updates
- Prepare needed reports
- Drive knowledge transfer within the team
- Monitoring the queue nature and gathering insights on weekly basis to spot any
issues or improve processes.

Aug 2017 to Oct 2017 Call Center - Floorwalker at Vodafone UK

(2 months) Alexandria, Egypt
Company Size: More than 1000 employees
Responsibilities
- Answering questions for the new agents in regards of the technical quires.
- Conducting knowledge and soft skills sessions for the new agents.

Aug 2016 to Aug 2017 Call Center Agent at Vodafone UK

(1 year) Alexandria, Egypt
Industry: Consumer Services. Company Size: More than 1000 employees
Responsibilities
- Handling UK customer’s technical issues in regards of mobile phone and tablets.
- Achieving 5 KPIs (AHT, Transfers, NPS, CRI, NBA).
- Handling internal tasks to support the team.

EDUCATION

2015 - 2018 Bachelor’s Degree in Commerce - English Section

Alexandria University (ALEXU), Egypt
Overall Grade: Good

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CV produced by WUZZUF on 3rd of Nov 2020
ACHIEVEMENTS
1- I’ve managed to lead each team I’ve handled to rank consistently as number 1 across the department in both
Cairo & Alexandria for more than 2 years. While handling important various operation tasks like : (Hours Delivery,
Compliance Control & Value Management). Also while maintaining a 90%+ positive feedback from my team
members.
2- I’ve continued to develop myself by completing 8 courses and reading 15 books about : Identifying personalities,
reading body language, leading the qualities of each generation, resolving conflicts, personal branding and coaching
3- I was in charge of achieving the value target to cut cost and increase profit in my division, I’ve successfully
introduced the highest number of ideas across the account and implemented a value initiative to cut cost for the
company with total amount of 8,000 English Pound a month..

CERTIFICATES AND TRAININGS

Sep 2020 Social Psychology Diploma at Yale University

Jul 2020 Introduction to Psychology with Paul Bloom at Yale University

May 2020 Global Leadership and Personal Development at Arizona State University
This course covers what is needed to lead globally at the individual, team and
organizational levels, especially as related to global and ”4IR” perspectives.

Feb 2019 Accredited Coach

Nov 2018 Accredited Calibrator

Nov 2018 DISC Reasoning Test at LOGIC

Identifying the external radar to understand customer by understanding key traits
of yourself & people around. It simulates DISC reasoning test to discover their
dominant personality traits.

Aug 2018 Thomas Kilmann Model For Conflict Resolution at LOGIC

Identifying the conflict resolution skills where the learners are divided into teams
where they trade & are subjected to challenges that highlight the importance of
collaboration with others to win.

Jul 2018 Millennial’s Edge at LOGIC

Learning sessions to help identify the key characteristic for Millennials, It’s an
interactive session sheds the light on different generations styles, important values
and key characteristics.

Apr 2018 Personal Branding Model at LOGIC

Learning sessions to help identify what will people say about you when you are not
in the room. And to explore their brands, And to recognize the importance of
personal Brand, reputation and campaign.

Jan 2018 Super Coach Training at Vodafone Learning & Development Team
Full training in identifying characters under the DISC model, and how to apply the
GROW model of coaching while setting SMART goals and using the funnel
technique of questioning.

LANGUAGES
• Arabic and English: Fluent.
• Spanish: Intermediate.

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CV produced by WUZZUF on 3rd of Nov 2020