AMAL OMAR
London
Summary
Proactive and empathetic professional with over 5 years of experience in customer service, client retention, and administrative support. Skilled in CRM systems, lead generation, and issue resolution with a strong focus on customer satisfaction and business growth. Adept at handling high-volume inquiries, building rapport with clients, and supporting sales and retention strategies. Eager to contribute to a dynamic customer support or sales development team. Dedicated professional with a strong commitment to customer satisfaction and operational excellence. Cultivated positive client relationships through effective communication and problem-solving skills, driving retention and loyalty. Collaborated with cross-functional teams to optimise service delivery and enhance overall customer experience.
Overview
9
9
years of professional experience
Work History
Customer Service Lead |
Signature RX (Online Pharmacy)
London
06.2025 - Current
- Assisted frontline support in resolving complex and sensitive cases with accuracy and timeliness.
- Handled escalated complaints and supported vulnerable customers with empathy and professionalism.
- Reviewed case information to determine appropriate actions based on organisational policy.
- Worked with cross-functional teams to aid in resolving service issues and enhancing processes.
- Maintained accurate records in CRM systems while ensuring compliance with data protection standards.
- Helped implement workflow improvements aimed at enhancing response times and service quality.
- Achieved service time and quality targets.
- Engaged with customers to better understand needs and deliver excellent service.
- Identified issues, analysed information and provided solutions to problems.
- Managed complaints with calm, clear communication and problem-solving.
- Collaborated with team members to achieve target results.
- Prepared range of written communications, documents and reports.
SEO Manager
Hadiyatt.co
12.2022 - 05.2025
- Collaborated closely with content creators and cross-functional teams to align SEO strategy with client needs.
- Communicated regularly with internal stakeholders to report on campaign performance and address client queries.
- Led data-driven initiatives that increased organic traffic by over 30%, supporting lead generation goals.
- Utilized Google Analytics and SEMrush to translate performance data into actionable insights.
Absence Advisor
Good Shape
12.2021 - 09.2023
- Handled high volumes of telephone/email queries while maintaining service standards.
- Provided policy guidance and tracked employee absence trends.
- Recommended improvements to absence management processes based on report analysis.
- Collaborated with team members to achieve target results.
- Achieved service time and quality targets.
- Engaged with customers to better understand needs and deliver excellent service.
Account Assistant / Receptionist
Victoria Care Centre
09.2019 - 12.2021
- Welcomed and assisted clients, maintaining a professional front-of-house experience.
- Scheduled appointments, managed administrative duties, and supported internal teams.
- Supported the website team with SEO insight and basic analytics tasks.
Administrative Assistant
NHS
01.2019 - 09.2019
- Scheduled appointments, managed patient records, and handled patient correspondence.
- Delivered exceptional service to patients and staff in a fast-paced healthcare setting.
- Ensured data protection compliance and accurate record-keeping.
Customer Service Representative
Smooth You Spa
12.2017 - 01.2019
- Managed VIP client memberships and resolved account inquiries via phone and email.
- Coordinated with finance teams to address defaulting accounts and process payments.
- Contributed to a 20% improvement in client satisfaction scores.
Retention Advisor
Direct Line Group
10.2016 - 12.2017
- Retained customer accounts by providing tailored insurance product advice during contract renewals.
- Handled high-pressure calls to resolve concerns and prevent cancellations.
- Achieved over 80% customer retention rate.
Education
Bachelor of Science - Computing
Arden University
Coventry01-2026
Microsoft Certified Azure, Fundamentals -
Microsoft
London09.2023
A- levels - Maths & English
Crest Girls Academy
07.2008
Skills
- Customer service and support
- Retention strategies
- Inbound and outbound communication
- Lead management
- Conflict resolution
- Objection handling
- Data analysis and reporting
- Call handling and email correspondence
- Problem solving and resolution
- Active listening
- Microsoft Office Suite
- Google Workspace applications
References
References are available upon request.
Timeline
Customer Service Lead |
Signature RX (Online Pharmacy)
06.2025 - Current
SEO Manager
Hadiyatt.co
12.2022 - 05.2025
Absence Advisor
Good Shape
12.2021 - 09.2023
Account Assistant / Receptionist
Victoria Care Centre
09.2019 - 12.2021
Administrative Assistant
NHS
01.2019 - 09.2019
Customer Service Representative
Smooth You Spa
12.2017 - 01.2019
Retention Advisor
Direct Line Group
10.2016 - 12.2017
Bachelor of Science - Computing
Arden University
Microsoft Certified Azure, Fundamentals -
Microsoft
A- levels - Maths & English
Crest Girls Academy