Mohammed Rehan
Muscat,Oman
Summary
A results-driven professional with 6+ years of experience in the telecom sector (MVNO), progressing from Customer Service Representative to Supervisor and L3 Support. Skilled in managing teams, resolving complex issues, and optimizing customer service operations. Transitioned into project management in an IT solutions company, focusing on planning, reporting, and control analysis. Proficient in Power BI and Microsoft 365, with a strong ability to drive operational improvements and deliver successful project outcomes.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
Work history
Report, Controlling and Planning Analyst
Omni Digital Experience LLC
Muscat, Oman
2024.11 - 2024.12
- Developed and launched IVR system for Friendi Pay, enhancing customer self-service
- Proficient in optimising call centre functions with inConcert platform
- Managed agent schedules to optimise productivity and balance workloads
- Identified opportunities for improvement through performance data analysis
- Track and evaluate key performance indicators (KPIs), ensuring that targets are met and identifying areas for corrective actions
Project Manager
Omni Digital Experience LLC
Muscat
2023.10 - 2024.10
- Managed projects for EXP Oman, Omantel B2B, Omasco-Honda, and Friendi Mobile, and overseeing operations
- Developed tools using Microsoft 365 to streamline customer inquiries, boosting efficiency
- Introduced a bonus scheme for agents, enhancing motivation and performance
- Achieved and exceeded KPIs through effective strategy and team management
- Created Power BI reports to track project progress, performance, and key metrics
- Led cross-functional teams, ensuring collaboration and met the required targets
Customer Service Agent (L3)
Omni Digital Experience LLC
Muscat
2021.10 - 2023.10
- Training new hiring member with product and system knowledge
- Managed MNP-related queries (Port-in & Port-out)
- Creating the IVR flow
- Served as the final point of contact for customers, addressing concerns that were not resolved through previous support levels
- Assist in configuring, maintaining, and troubleshooting software systems, ensuring minimal service disruption
- Work closely with technical teams to resolve critical service issues and ensure smooth operations
- Lead the troubleshooting and resolution efforts during system outages or network failures, minimizing downtime and ensuring effective recovery
Customer Service Representative
Friendi Mobile Oman
Muscat
2015.01 - 2020.03
- Champion of the Month (8 times) for exceptional customer service performance
- Used the company troubleshooting resolution tree to evaluate and resolve technical problems efficiently
- Provided technical support and troubleshooting assistance for telecom services, reducing issue resolution time
- Achieved and exceeded monthly performance targets for call handling, customer satisfaction, and issue resolution
- Led the network migration project for 3 months in 2019, coordinating with cross-functional teams to ensure seamless transition with minimal service disruption
- Managed the company's social media accounts, responding to customer inquiries and promoting services, enhancing brand presence and engagement
Merchandising Intern (Part Time)
Friendi Mobile Oman
Muscat
2017.06 - 2017.12
- Ensures products are neatly and attractively displayed on shelves or in-store displays, following company guidelines to optimize visual appeal and sales
- Engages with customers to answer questions about products, provide recommendations, and gather feedback to help improve product placement and sales strategies
Sales Promoter (Part Time)
Friendi Mobile Oman
Muscat
2016.05 - 2017.04
- Traveled to various locations to sell SIM cards, achieving a personal best by selling 500 SIM cards in a single day
- Developed and executed a door-to-door distribution campaign, effectively increasing brand awareness and expanding customer reach
- Engaged customers in a friendly, energetic, and professional manner, encouraging them to try products and boosting sales
Sales Promoter
Bank Muscat
Muscat
2014.10 - 2014.12
- Promoted and sold bank products and services, including the mBanking app
- Promoted newly introduced international transfer (India)
- Engaged with potential customers in a professional and persuasive manner, educating them on the benefits of banking services to drive sales
Education
BA (Hons) - Marketing
Majan College University College
2013.09 - 2016.06
Higher Secondary School - undefined
2010.05 - 2012.05
Skills
- MS Office 365
- Leadership
- Computer Skills
- Customer Service
- Problem Solving
- Sales
- Marketing
- Customer Satisfaction
- Communication Skills
- Data Entry Skills
- Time Management
- Microsoft PowerPoint
- Merchandising
- Brand Management
- Knowledge of Campaigns
- Microsoft Excel
- Cultural Activities
- Ability to Multitask
- Adaptability
- Analytical Thinking
- Creative Problem Solving
- Critical Thinking
- Curiosity
- Decision Making Skills
- Friendliness
- Passionate
- Self Motivation
- Team Working
Websites
Languages
Bangla
Native
English
Fluent
Hindi
Fluent
Arabic
Intermediate
References
References available upon request.
Timeline
Report, Controlling and Planning Analyst
Omni Digital Experience LLC
2024.11 - 2024.12
Project Manager
Omni Digital Experience LLC
2023.10 - 2024.10
Customer Service Agent (L3)
Omni Digital Experience LLC
2021.10 - 2023.10
Merchandising Intern (Part Time)
Friendi Mobile Oman
2017.06 - 2017.12
Sales Promoter (Part Time)
Friendi Mobile Oman
2016.05 - 2017.04
Customer Service Representative
Friendi Mobile Oman
2015.01 - 2020.03
Sales Promoter
Bank Muscat
2014.10 - 2014.12
BA (Hons) - Marketing
Majan College University College
2013.09 - 2016.06
Higher Secondary School - undefined
2010.05 - 2012.05