Omar Massri

Native Arabic and fluent English Customer Support Specialist with 4 years of experience (voice, email, chat) driving high touch customer retention. Maintained a consistent 95% CSAT score by combining empathetic conflict resolution with the analytical troubleshooting mindset of an Electrical Engineering background. Proven ability to handle complex escalations, manage high volume inbound/outbound workflows, and streamline support processes.

Combines technical adaptability with hands on crisis communication skills to deliver exceptional service under pressure.

Call Center Representative - SYRIATEL

(2022-01 - 2023-12)

• Assisted in managing call queues and maintaining service-level targets.
• Developed strong communication and customer-handling techniques.

Call Center Representative - FREELANCE VA

(2020-01 - 2022-12)

• Handled inbound and outbound calls assisting customers with inquiries, account issues, and service concerns.
• Resolved issues efficiently while maintaining a positive customer experience.
• Provided detailed information about company products and services to improve customer understanding and satisfaction.

Customer Support Associate - DAMASCUS GATEWAY LTD

(2019-01 - 2020-12)

• Supported clients through phone, chat, and email, ensuring professional service.
• Managed escalations by actively listening and providing tailored solutions.
• Achieved 95% satisfaction rate based on post-call surveys.
• Collaborated with cross-functional teams to improve support workflows.

Bachelor of Electrical Engineering - Renewable Energy Systems - DAMASCUS UNIVERSITY (2018-01 - 2026-12)