Farah Omar
Ramallah,Palestine
Summary
Detail-oriented and highly organized Administrative Assistant, Project Coordinator, and Customer Care & Training Manager with a proven track record of successfully managing cross-functional projects, improving customer experiences, and optimizing processes. Experienced in KPI management, performance analysis, and providing efficient support to ensure project success. Proficient in multitasking in dynamic environments, prioritizing customer satisfaction, leveraging data-driven insights, and fostering collaborative teamwork.
Overview
3
3
years of professional experience
Work History
Customer Care & Training Manager
Customer Care & Training Manager
Ramallah
10.2023 - Current
- Enhanced customer satisfaction by 18% through employee training, improved clothing placements, holiday campaigns, and creating simple, customer-friendly shopping experiences, such as offering coffee and scents to elevate the in-store atmosphere
- Reduced customer complaints by 54% by implementing tailored solutions based on direct customer feedback for each store
- Managed the onboarding of 10 new brands, including Jack & Jones and Vero Moda, by creating compelling, research-based presentations that highlighted unique market gaps and synergies for mutually beneficial partnerships
- Lowered employee turnover by 13% by offering skill-evaluation training, followed by personalized sessions that helped employees focus on tasks they enjoy and excel at
- Founded The Q - Laila Program, targeting new customer segments like tourists and 1948 Palestinian Arabs, leveraging tailored promotions and strategies to increase sales
Project Assistant
AWRAD
07.2023 - 10.2023
- Collaborated on planning and coordinating multiple project initiatives, ensuring timely execution
- Created and maintained project documentation, including reports and records
- Prepared and distributed status updates to stakeholders, enhancing project visibility
- Organized logistics for meetings and events, while providing administrative support to the project team
- Managed project expenses and budgets, ensuring alignment with financial targets
- Contributed to data entry and analysis, summarizing research findings for informed project decisions
Customer and User Experience Coordinator
Jawwal
09.2022 - 07.2023
- Developed and implemented strategies that improved customer satisfaction by 20%, enhancing overall retention rates
- Collected and analyzed customer feedback, identifying key areas for service improvement
- Collaborated with internal teams to ensure a seamless customer experience across all platforms
- Monitored various channels, ensuring the highest level of customer support and issue resolution
- Managed project timelines, ensuring the successful implementation of customer experience initiatives
Insights and Key Performance Officer
Jawwal
06.2022 - 09.2022
- Established and monitored new and existing KPIs, driving a 15% improvement in performance metrics
- Automated KPI tracking and created user-friendly dashboards to streamline performance analysis
- Led daily meetings focused on data optimization, helping to enhance customer service processes
- Monitored customer satisfaction metrics (NPS, CSAT, CES), implementing strategies that increased scores by 10%
Quality Assurance Officer
Jawwal
07.2021 - 06.2022
- Created and presented daily reports, coordinating meetings between Jawwal Pay and call centers to improve customer satisfaction strategies
- Improved First Contact Resolution (FCR) rates, leading to a 12% increase in customer retention
- Managed employee training sessions to ensure adherence to quality standards across call centers and QA teams
- Oversaw app development and launched customer awareness initiatives, reducing disputes related to the Jawwal Pay system by 30%
Education
Bachelor - English Language and Literature, Minor in Translation
Birzeit University
Palestine02.2021
High School Diploma -
Al-Fahad Private Schools
Riyad 05-2017
Skills
- Leadership Training
- Project Management
- Risk Assessment
- Feedback Evaluation
- Team-Oriented Collaboration
- Client Satisfaction
- Performance Metric Tracking
- Process Optimization
- Dashboard Reporting
- Event Management
- Calendar Coordination
- Expense Management
Accomplishments
- Earned a Professional Diploma in Office Administration Management, enhancing skills in efficient administrative operations and project coordination.
- Published an essay in Lifta Volumes on "Future Palestine", providing thoughtful analysis on the region's development and prospects.
- Active member of the GGWCUP, leading initiatives that promote sustainability and inspire youth participation in soccer to foster community engagement.
Projects
TVET Schools in East Jerusalem, Coordinated meetings, managed calendars, and provided administrative support to the project team, ensuring timely project execution. Jawwal App, Conducted app testing before launch and enhanced customer experience post-launch through feedback analysis and ongoing quality monitoring.
Languages
Native, Fluent (C1), Basic (A2)
Personal Information
Title: Administrative Assistant | Project Coordinator
Skills
Project scheduling, Risk mitigation, Timeline management, Feedback analysis, Cross-functional collaboration, Customer satisfaction (NPS, CSAT), KPI tracking, Process automation, Reporting dashboards, Event planning, Diary management, Budgeting
Languages
Arabic
First Language
French
Elementary (A2)
A2
English
Proficient (C2)
C2
Timeline
Customer Care & Training Manager
Customer Care & Training Manager
10.2023 - Current
Project Assistant
AWRAD
07.2023 - 10.2023
Customer and User Experience Coordinator
Jawwal
09.2022 - 07.2023
Insights and Key Performance Officer
Jawwal
06.2022 - 09.2022
Quality Assurance Officer
Jawwal
07.2021 - 06.2022
Bachelor - English Language and Literature, Minor in Translation
Birzeit University
High School Diploma -
Al-Fahad Private Schools
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