Omar Hassan
Manager, Customer Experience at Banque Misr UAE
About
Customer Experience professional with over a decade of progressive experience across leading organizations. I specialize in designing and executing customer-centric strategies that enhance service quality, improve satisfaction, and drive loyalty. My background includes managing end-to-end CX programs, implementing quality assurance frameworks, and leading cross-functional training initiatives. Known for persistence, creativity, and a customer-first mindset, I thrive in environments that value innovation, collaboration, and measurable impact.
Experience
Team Leader, Social Media & Customer Experience
Emaar · Full-time
▪ Setting up the support frame work for social media, whatsapp and webchat for all Emaar business units ▪ Manage social media, WhatsApp and web-chat day to day engagements and first response for all business units ▪ Drafted reports and presentations for senior management to track incoming customer reviews, social media analytics ▪ Responsible for monitoring the activities of main competitors in social media ▪ Designing and implementing social media strategy to align with business goals ▪ Monitor, moderate and respond to audience comments ▪ Monitor social space for brand and related topics and conversations
Team Leader, Quality Assurance/ Social Media
▪ Lead and mentor the QA department and the social media team for 3 sites (UAE,KSA, and Egypt). ▪ Oversee all aspects of quality assurance including establishing metrics, developing new tools and processes to ensure quality goals are met. ▪ Act as a key point of contact for all QA aspects, providing QA services and coordinating QA resources internally and externally. ▪ Develop and execute test cases, scripts, plans, and procedures. ▪ Develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.
Senior Quality Call Officer
▪ Perform quality checks for personal banking/ priority banking/ gold sector customers, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives. ▪ Conduct group training sessions on financial products and services. ▪ Coordinate the interviewing, hiring and training of over 300 customer service representatives, Conduct comprehensive Quality Assurance checks for all agents during probationary periods. ▪ Conducting twice a month survey to test the agent's product and system knowledge.
Assistant Relationship Manager (Priority Banking Advisor)
▪Dealing with high profile, private banking and solitaire customers and meeting their requirements. ▪Can effectively provide accurate solutions to a wide range of gold customer problems including: login credential issues, online banking and bill payment inquiries with minimal supervision. ▪Responded to client calls and provided instructions for troubleshooting. ▪Forwarded client complains to the concerned departments
Customer Service Agent
▪ Able to remain calm, maintain pleasant voice tone and use appropriate professional language especially dealing with impatient/short-tempered and problematic customers/clients. ▪ Emotionally intelligent in terms of empathetically understanding and predicting customer behavior and handling them accordingly. ▪ Handling inbound and outbound calls, able to assist all types of different customers with the best possible solution.
Internship at National Société Générale Bank
National Société Générale Bank
• Develop an understanding of cash management tools. • Handle confidential matters, miscellaneous projects, establish confidential records, and maintain files for the branch. • Assist and prepare credit spreads for loan requests. May assist with preparing loan documentation for loan closing.
Education
Bachelors Degree, Accounting and Finance, Accounting and Finance