Omar Muhammad

Guided a wave of 13 new trainees from quest week to Product specific training and nesting, achieving 100% satisfaction in surveys during the nesting phase in an online shopping account, leading ultimately to a successful onboarding. Contributed to training tasks, including implementing client communications regarding best practices and conducting refresher sessions to address challenging processes and collected feedback on agents' performance.

German-Speaking Learning Delivery Associate at ALORICA (2026-01 – Present)

• Guided a wave of 13 new trainees from quest week to Product specific training and nesting, achieving 100% satisfaction in surveys during the nesting phase in an online shopping account, leading ultimately to a successful onboarding.
• Contributed to training tasks, including implementing client communications regarding best practices and conducting refresher sessions to address challenging processes and collected feedback on agents' performance.

German-Speaking customer experience agent at ALORICA (2025-11 – 2026-01)

• Handled a call volume of around 150 calls a day, in which I processed orders and their surrounding processes and answered unscripted product specific questions regarding a broad and diverse range of products.
• Achieved quality metrics consistently, including an AHT of 120 seconds and adherence, absenteeism and quality scores.

Freelance Recruiter at NOXUS SOLUTIONS (2024-02 – 2024-08)

• Sourced call center agent candidates for client companies through various methods by mass posting on various platforms and creating an effective pipeline for candidates to facilitate ease of reach
• Conducted interviews with candidates while adhering to strict measures of quality assurance and control.
• Sourced more than 100+ candidates and established English evaluation skills and reported on a daily basis.

Medical sales representative Intern at EVA PHARMA (2024-07 – 2024-09)

• Communicated with healthcare professionals about the assigned products, executing 260+ pharmacy visits, 48 double visits to healthcare professionals.
• Laid vision to the innovation of a new product (Eva Bolt), establishing a concept and a visual identity after conducting a market analysis.

Medical sales representative Intern at APEX PHARMA (2025-07 – 2025-09)

• Contributed to increased share of voice and brand recognition by executing 18 AM account visits, 80 PM single visits to physicians, and 20+ double visits.
• Delivered 2nd highest order value in my team.
• Went on a 3-day tour through all departments in Apex Pharma's plant and attended sessions about R&D, safety and CV building.

Bachelor of Pharmacy in PharmD general – October 6th University (2026-06)