OMAR MOHAMED ABDILLE
Garissa
Summary
To work in a busy oriented organization and helping in a daily operation to the satisfaction of the employer and the clients. Experience in customer relationship management, conflict resolution and leadership, dependable and courteous self-starter seeking to leverage exceptional background into customer liaison role with growing organization
Professional leader ready to drive team success and exceed objectives. Proven track record in team collaboration, strategic planning, and problem-solving. Known for strong communication skills, adaptability, and reliability. Equipped to foster productive and positive work environment while meeting changing demands.
Overview
13
13
years of professional experience
13
13
years of post-secondary education
1
1
Certification
Work History
Team Leader Operations
Safaricom Digo Retail Centre
04.2025 - Current
- Supervise, motivate, and support a team of retail staff, assign tasks and monitor team performance. Provide coaching, feedback, and conduct performance reviews.
- Ensure excellent customer experience and resolve escalated issues., Handle difficult customers or complaints professionally.
- Drive the team to achieve sales goals and KPIs, monitor sales performance and suggest improvement strategies.
- Oversee daily operations including opening, closing, and cash handling, ensure stock is replenished and displayed according to company standards.
- Train new staff and support ongoing skill development for the team.
- Ensure the store complies with health and safety policies, Maintain cleanliness and orderliness of the retail environment.
- Act as a bridge between upper management and front-line staff. Provide regular updates on team performance, sales, and any issues.
Customer Experience Executive
Safaricom PLC
09.2018 - 03.2025
- Providing administrative and customer service support roles.
- Deliver quality customer experience in all interactions with customers that meets and surpasses set individual & team NPS target.
- Update customer records accurately on systems and databases including KYC procedures.
- Escalation of customer issues and follows up to ensure issues are closed within agreed SLA.
- Ensure the attainment of individual revenue target towards the team target for device sales through cross/up selling and data connection by providing a one stop total solution.
- Accuracy in performing payment transactions for Customers and staff on the computer systems and manual system and timely reconciliation of Cash and Stocks issued.
- Preparation and submission of daily collection reports for all tender types in accordance with the laid down procedures.
- Responsible for ownership and confidentiality of customer documents/records including filing of the same.
- Contribute to the demand reduction agenda through advocating for alternative channels through Safaricom product and Services knowledge.
Caredesk Customer Experience Executive
Safaricom PLC
01.2018 - 08.2019
- Offer high quality customer experience to all our customers and manage and resolve customer complaints.
- Provide customers with products and service information by clearly explaining procedures, answering questions and providing relevant information.
- To identify and escalate priority issues and where necessary, follow up customer concerns.
- To document all customer interaction information according to standard operating procedures.
- To ensure accurate and timely filing of all presented customer documentation.
- To maintain and improve quality results by adhering to standards and guidelines and recommending improved procedures.
Trade Development Representative
Firlcom Networks Limited
11.2016 - 12.2017
- Planning and delivering daily, weekly and monthly sales targets as per Key Performance Indicators (KPIs).
- Effectively execute through SFE tool to achieve RED objectives within a sales area.
- Develop, train & motivate dealer network to enhance 3rd party practices in the market.
- Managing route plans and customer calls by ensuring market coverage within plan.
- Coordinating implementation of merchandising and promotional activities.
- Collecting market intelligence on competitor activities and other market trends for competitive advantage.
- Doing trade activations by pushing on dealer devices, setting up sales targets as.
Trade Data Representative
Insight Management Consultant
06.2016 - 10.2016
- Planning and delivering daily, weekly and monthly sales targets as per KPI.
- Managing route plans and customer calls by ensuring market coverage within plan.
- Coordinating implementation of merchandising and promotional activities.
- Collecting market intelligence on competitor activities and other market trends for competitive advantage.
- Determining and coordinating of territory reporting and communication requirements.
- Doing trade activations by pushing on dealer devices, setting up sales targets as well.
- Assisting in administrative roles.
Storekeeper (Internship)
Ministry of Medical Services
01.2012 - 03.2012
- Providing administrative support.
- Warehouse management & arranging the store.
- Issuing all requisitions & raising purchase orders.
- Writing quotation and taking all quotation analysis.
- Keep a record of sales and restock the store accordingly.
- Ensure that the store is kept clean and organized.
Education
Higher Diploma - Human Resource Management
NEP TECHNICAL TRAINING INSTITUTE
01.2013 - 01.2014
Diploma - Supplies Management
NEP TECHNICAL TRAINING INSTITUTE
01.2010 - 01.2012
KCSE Certificate - undefined
BOYSTOWN SECONDARY SCHOOL
01.2006 - 01.2009
KCPE Certificate - undefined
JARIBU PRIMARY SCHOOL
01.1998 - 01.2005
Certificate - Computer Packages
COMMUNITY CONCERN TRAINING INSTITUTE
Certificate - Entrepreneurship
GARISSA YOUTH PROJECT
Skills
Team supervision
Accomplishments
- FY 2024 Won Best in FWA and Enterprise Sales achievement in Enterprise division.
- FY 2021-2022 NET PROMOTER SCORE (NPS) SAFARICOM SISIMUA AWARD WINNERS.
- Top consistent Performer in NET PROMOTER SCORE (NPS) Mount Kenya & N.E CCDs - Safaricom Branch Dadaab/Hagadera Refugee Camp CD FY 2018/2019.
- Won Best in M-PESA Dealer Management Mount Kenya/North Eastern Region TDR Category (2017/2016).
- Student leader in Environmental and Red Cross Clubs, high school level (2006-2009).
Other Short Courses
- COMMUNITY CONCERN TRAINING INSTITUTE, Certificate in Computer Packages, 04/01/13
- GARISSA YOUTH PROJECT, Certificate in Entrepreneurship, 03/01/13
Certification
Digital Marketing Fundamentals
Timeline
Team Leader Operations
Safaricom Digo Retail Centre
04.2025 - Current
Customer Experience Executive
Safaricom PLC
09.2018 - 03.2025
Caredesk Customer Experience Executive
Safaricom PLC
01.2018 - 08.2019
Trade Development Representative
Firlcom Networks Limited
11.2016 - 12.2017
Trade Data Representative
Insight Management Consultant
06.2016 - 10.2016
Higher Diploma - Human Resource Management
NEP TECHNICAL TRAINING INSTITUTE
01.2013 - 01.2014
Storekeeper (Internship)
Ministry of Medical Services
01.2012 - 03.2012
Diploma - Supplies Management
NEP TECHNICAL TRAINING INSTITUTE
01.2010 - 01.2012
KCSE Certificate - undefined
BOYSTOWN SECONDARY SCHOOL
01.2006 - 01.2009
KCPE Certificate - undefined
JARIBU PRIMARY SCHOOL
01.1998 - 01.2005
Certificate - Computer Packages
COMMUNITY CONCERN TRAINING INSTITUTE
Certificate - Entrepreneurship
GARISSA YOUTH PROJECT
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