Summary
Overview
Work History
Education
Skills
Language
Timeline
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Omar Hamil

3414 Knox Place, Apartment 1B

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

Ibex Global Services
11.2023 - 05.2025
  • 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.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Customer Service Representative

Itel International
08.2020 - 12.2021
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.

Customer Service Representative

Conduent
05.2016 - 03.2019
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Developed feedback system for customers to share their service experience, leading to actionable improvements.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Bartender

Melia Braco Village
11.2015 - 01.2016
  • Served high customer volumes during special events, nights, and weekends.
  • Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
  • Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
  • Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
  • Contributed to a positive work environment through effective teamwork and communication with colleagues.
  • Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
  • Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
  • Kept bar presentable and well-stocked to meet customer needs.
  • Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.
  • Followed alcohol awareness procedures for preventing excessive guest intoxication.
  • Reduced wait times for drinks by efficiently managing the bar area and prioritizing orders.
  • Enhanced overall guest experience by promptly addressing concerns and resolving issues professionally.

Bartender

Bahia Principe Grand
04.2015 - 09.2015
  • Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
  • Assisted with staff training, sharing expertise in bartending techniques and customer service best practices.
  • Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
  • Upsold menu items to customers, driving up per sale revenues and maximizing profits.
  • Educated customers on drink options, making personalized recommendations based on preferences or dietary restrictions.
  • Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
  • Supported special events through attentive service, adapting quickly to varying needs of guests or clients.
  • Proactively addressed potential conflicts or disturbances among patrons, maintaining a safe atmosphere for all guests.
  • Resolved customer complaints with empathy and professionalism, turning potentially negative experiences into positive ones.
  • Adapted to fast-paced environment, effectively managing multiple drink orders simultaneously without compromising quality.
  • Streamlined bar operations by maintaining clean and organized work area, ensuring efficient service.
  • Increased repeat customer numbers, creating welcoming atmosphere and remembering regulars' favorite drinks.
  • Contributed to event success, planning beverage menus and efficiently serving large groups.
  • Enhanced dining experience, suggesting food and drink pairings that complemented menu offerings.

Education

Mixology Certificate -

St. Monica’s College

Dining Room Certificate - undefined

St. Monica’s College

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Relationship building
  • Call center experience
  • Computer proficiency
  • Conflict resolution
  • Complaint handling
  • Microsoft Excel
  • Complaint resolution
  • Customer satisfaction measurement
  • Professional telephone demeanor

Language

English

Timeline

Customer Service Representative

Ibex Global Services
11.2023 - 05.2025

Customer Service Representative

Itel International
08.2020 - 12.2021

Customer Service Representative

Conduent
05.2016 - 03.2019

Bartender

Melia Braco Village
11.2015 - 01.2016

Bartender

Bahia Principe Grand
04.2015 - 09.2015

Dining Room Certificate - undefined

St. Monica’s College

Mixology Certificate -

St. Monica’s College

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Omar Hamil