Omar Fahmy

Results-oriented operational customer service supervisor with five years of experience managing call center operations for high-profile clients in the healthcare industry. Skilled in supervising call center agents, scheduling appointments, accessing patient records, performing audits, preparing response reports, and monitoring queue activities. Well-versed in Epic system and Cisco-Finesse. Proven ability to lead teams, provide excellent customer service, and meet performance goals. Prior experience as a patient access coordinator and sales representative. Strong interpersonal skills and active listening abilities.

7 years of experience working with clients such as NYC Care and Mount Sinai, supervising call center operations, and managing tasks such as scheduling appointments and accessing patient information. Acting as a liaison between management and call center agents, perform audits, prepare response reports for client errors, monitor queue and track activities, approve payroll and timecards, conduct monthly evaluations of agent's performance, and manage breaks and schedules to ensure efficient workflow.

BA Petrochemical Engineering