Omar Saeed

Account/Project Manager (GCC) Region, FinTech, Saas, B2B,  Coordinating the activities of stakeholders from different teams starting from the initiation phase until successful project delivery and internal handover to the operations team  Performs Project Tracking: Prepares, maintains, and submits clear & concise activity/progress status reports and time recording/management reports to proactively identify potential problems before they occur.  Developed a deep understanding of client needs, preferences, and goals, fostering trust for long-term relationships.  Served as the primary contact for clients, maintaining regular communication via email, phone, meetings, and presentation  Conducted thorough needs assessments to understand client requirements and objectives, advising on relevant products and services.  Managed client accounts by tracking performance indicators, ensuring satisfaction, and implementing retention strategies.  Provided guidance and support during the onboarding process, collaborating with sales to identify new business opportunities.  Generated regular client performance reports, including key metrics and insights

• Deliver appropriate presentation on the company's solutions and services • Report daily, weekly, and monthly visits and activities • Establish, develop, and maintain a strong relationship with customers • Acting as the client advocate and consultant during the customer journey, to be the voice of the customer. • Monitor, analyze, and report the competitor’s strategies, offers, and customers’ feedback on-field expectations. • Responsible for teaching the client on business initiatives and activities and how to use it to its fullest potential considering specific procedures and SLAs. • Handle with care all customers. Inquiries, escalations, and complaints to ensure deals closing, loyalty, and churn prevention • Follow up and coordinate with all concerned departments on any business-related subjects • Ensure the implementation of the company's strategic goals, plans, and targets

-Managed accounts for SaaS solutions focusing on driving growth and client satisfaction -in a dynamic and evolving market. -Developed and delivered training programs and materials, maintaining standard operating procedures and documentation. -Communicated effectively with stakeholders to align operational objectives and resolve issues. -Planned, organized, and managed projects to ensure timely completion and adherence to budget -Analyzed operational data to identify trends and implement effective strategies, -providing support to field teams in driver assignment and load acceptance.

• Leading and supervising a team of web chat agents, including recruitment, training, scheduling, and performance management. Providing coaching and feedback to optimize team performance and individual development. • Monitoring and evaluating web chat interactions to ensure service quality and adherence to established standards. Implementing quality control measures and providing constructive feedback to agents for continuous improvement. • Ensuring a high level of customer satisfaction by promoting a customer-centric culture within the team. Handling escalated customer issues and resolving complaints in a timely and professional manner. • Implementing strategies and processes to optimize web chat operations, including response time, customer satisfaction, and first-contact resolution. Analyzing data and metrics to identify areas for improvement and implementing action plans accordingly. • Actively seeking opportunities for process improvement and operational efficiency. Engaging in industry research and staying informed about emerging trends and best practices in web chat customer service.

• Answering customers' inquiries via Chat, Email, and social media. providing the right information Utilizing software, databases, scripts, and tools appropriately. • Answering and making outbound transactions to customers to learn about and address their needs, complaints, or other issues with products or services. • Responding efficiently and accurately to customers, explaining possible solutions, and ensuring that customers feel supported and valued.