Mohammed ALWahaibi
Muscat,Wadi Hattat
Summary
With over 13 years of experience in customer service within call center, I have consistently delivered exceptional customer support and achieved individual and team performance goals. My strong communication skills, ability to manage teams, and commitment to improving customer satisfaction have contributed to my success in the industry. I am now seeking a Team Leader position where I can leverage my experience in team management, performance improvement, and operational excellence to foster a high-performing team environment.
Overview
15
15
years of professional experience
2026
2026
years of post-secondary education
1
1
Certification
Work History
Call Centrer Representative
Nama distribution
Muscat
05.2011 - 11.2024
- Provided high-quality support to customers via phone, email, and live chat
- Handled customer inquiries, issues, and complaints with efficiency and professionalism
- Ensured adherence to company policies and procedures to maintain service standards
- Met individual performance targets, such as service levels and response times
- Assisted in training new hires and helped them integrate into the team
- Suggested process improvements to increase operational efficiency
- Led and supervised a team of customer service representatives to deliver excellent customer service
- Monitored team performance and provided feedback and coaching for improvement
- Prepared regular reports on team performance and customer satisfaction metrics for senior management
- Conducted training sessions for new team members on company policies and procedures
- Managed schedules and ensured adequate coverage to meet customer service demands
- Resolved complex customer issues and complaints with innovative solutions
Archive Clerk
Mazoon electricity
Muscat, Muscat
10.2010 - 01.2011
- Preserved archive integrity by performing regular system backups.
- Categorized archived documents for ease of access.
- Enhanced user experience with systematic file arrangement.
- Managed digital conversions to improve record accessibility.
- Retrieves, copies, prints, emails or transmits stored files, documents, or microfilm; Collects production and quality data; Performs routine equipment maintenance; and. Loads individual files or boxes of files on shelves in case order.
Help desk technician
Oman Public Prosecution
Muscat
01.2010 - 02.2010
- Improved customer service by promptly responding to technical queries.
- Assisted in troubleshooting software issues for effective problem resolution.
- Enhanced system performance with regular maintenance and updates.
- Identified complex IT issues to provide suitable solutions.
Education
Higher National Diploma - Art Section
Hay AL Daher Higher School
Qurayat , Muscat 09.2003 - 06.2004
Certificate of Higher Education - English language Program .
Higher Collage of Technology
Muscat 09.2005 - 07.2006
Certificate of Higher Education - Information technology and application of numbers
Higher collage of technology
Muscat 09.2005 - 07.2006
Diploma of Higher Education - IT Business specialization
Higher collage of technology
Muscat 09.2007 - 07.2009
Bachelor of Information Technology - Information technology
University of Technology And Applied Sciences
Muscat Skills
- Team leadership
- Motivation
- Communication skills
- Staff training
- Coaching
- Skill development
- Problem-solving
- Decision-making
- Process improvement
- Customer satisfaction
- Time management
- Call center software proficiency
- Performance management
- Data analysis
Certification
- PC support Technician (A+) Course, [Polyglot Institute ] from 26/06/2010 TO 04/08/2010 .
- Customer care excellence in public service [Oman National Training Institute ] from 30 Jun 2012 to 04 Jul 2012 .
- Excellence in customer service [Oxford Academy ] 29 December 2012 .
- Communication skills Programmed [MENA HR Solutions ] 30 March to 31March 2013 .
- Call center operation concepts [Vodafone International Services ] 6 to 8 October 2015 .
- Emotional Intelligence Training [ Nama institute for company development LLC] from 19 to 20 April 2016 .
- Art of Communication [ Nama institute for company development LLC] from 25 to 26 September 2016 .
- Development the skills of Call Center Agents & Customer Training Program [ Nama institute for company development LLC] from 20 to 21 November 2019 .
Accomplishments
- Improved customer satisfaction ratings by [percentage] within [timeframe].
- Recognized as 'Employee of the Month' multiple times for outstanding performance.
- Initiated a process improvement project that reduced average handling time by [percentage] while maintaining high customer satisfaction.
- Successfully mentored and developed several team members, resulting in promotions and improved team performance.
Languages
Arabic
English
Custom
- Reading
- Travel
- Sports
Timeline
Call Centrer Representative
Nama distribution
05.2011 - 11.2024
Archive Clerk
Mazoon electricity
10.2010 - 01.2011
Help desk technician
Oman Public Prosecution
01.2010 - 02.2010
Diploma of Higher Education - IT Business specialization
Higher collage of technology
09.2007 - 07.2009
Certificate of Higher Education - English language Program .
Higher Collage of Technology
09.2005 - 07.2006
Certificate of Higher Education - Information technology and application of numbers
Higher collage of technology
09.2005 - 07.2006
Higher National Diploma - Art Section
Hay AL Daher Higher School
09.2003 - 06.2004
- PC support Technician (A+) Course, [Polyglot Institute ] from 26/06/2010 TO 04/08/2010 .
- Customer care excellence in public service [Oman National Training Institute ] from 30 Jun 2012 to 04 Jul 2012 .
- Excellence in customer service [Oxford Academy ] 29 December 2012 .
- Communication skills Programmed [MENA HR Solutions ] 30 March to 31March 2013 .
- Call center operation concepts [Vodafone International Services ] 6 to 8 October 2015 .
- Emotional Intelligence Training [ Nama institute for company development LLC] from 19 to 20 April 2016 .
- Art of Communication [ Nama institute for company development LLC] from 25 to 26 September 2016 .
- Development the skills of Call Center Agents & Customer Training Program [ Nama institute for company development LLC] from 20 to 21 November 2019 .
Bachelor of Information Technology - Information technology
University of Technology And Applied Sciences
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