Omar Mo
Dublin
Summary
Results-driven professional combining senior-level quality assurance expertise with a strong track record in sales performance. Skilled in pipeline management and negotiations, with experience driving compliance, improving operational standards, and exceeding revenue targets. Known for blending analytical precision with persuasive communication to influence outcomes, enhance team performance, and deliver measurable business results.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
Work history
Senior Quality Assessor
Allianz Partners
Dublin, Ireland
2022.05 - 2025.02
- Conducted comprehensive quality audits on customer interactions (calls, emails, and cases), assessing compliance with regulatory standards including CPC, GDPR, and internal policy frameworks.
- Evaluated 40–60+ interactions weekly, maintaining audit accuracy above 95% and contributing to a 15% improvement in overall quality scores across the team.
- Provided structured, data-driven feedback to frontline agents and management, leading to a 20% reduction in repeat errors and improved customer outcomes.
- Collaborated with training and operations teams to identify performance gaps and support continuous improvement initiatives.
Played a key role in onboarding and quality calibration for new teams, including contributing to the successful launch of operations in the Cairo office. - Supported the development and implementation of simplified language guidelines for Table of Benefits documentation, enhancing clarity and customer understanding.
- Monitored KPI performance, including QA scores, compliance adherence, and customer satisfaction metrics, ensuring alignment with business objectives.
- Acted as a subject matter expert on quality standards, mentoring junior assessors and supporting consistency across audit processes.
Senior Claims Officer
Allianz Partners
Dublin
2019.02 - 2022.08
- Handled complex and high-value medical claims, including escalations and cases requiring detailed policy interpretation.
- Reviewed and approved claims decisions, ensuring consistency, accuracy, and adherence to compliance frameworks.
- Achieved 95%+ accuracy across claim assessments while managing a reduced but more complex caseload.
- Acted as a subject matter expert, supporting team members with technical queries and decision-making.
- Conducted quality checks and contributed to audit processes, helping improve overall team performance by 15%+.
- Collaborated with training and quality teams to support onboarding and continuous improvement initiatives.
- Liaised with international providers and stakeholders, ensuring seamless claims handling across multiple regions.
- Contributed to process optimisation projects, reducing turnaround times and enhancing operational efficiency.
Medical Claims Officer
Allianz Partners
Dublin
2015.08 - 2019.01
- Processed insurance claims in line with policy terms, ensuring accuracy, compliance, and timely turnaround.
- Reviewed medical documentation, invoices, and treatment reports to validate claim eligibility and determine coverage.
- Managed a high-volume caseload (30+ claims daily), maintaining SLA adherence and quality standards.
- Communicated with healthcare providers, policyholders, and internal teams to gather required information and resolve queries efficiently.
Ensured compliance with regulatory requirements (CPC, GDPR) and internal audit standards. - Identified discrepancies and potential fraud indicators, escalating cases where appropriate.
- Delivered clear, customer-focused decisions, contributing to improved customer satisfaction and reduced complaint volumes.
Senior sales representative
Concern Worldwide
Dublin
2014.06 - 2015.09
- Conducted face-to-face, door-to-door sales, engaging 50–80+ prospective customers daily and consistently achieving 100–120% of weekly sales targets.
- Managed a personal sales pipeline from lead generation to closing, maintaining accurate records in CRM systems to support forecasting and performance tracking.
- Delivered tailored product presentations, effectively handling objections and negotiating agreements to secure new customer acquisitions.
- Achieved a conversion rate of 15–25% through strong communication, resilience, and customer-focused selling techniques.
- Built rapport quickly with customers in diverse communities, contributing to a 20% increase in referrals and repeat business.
- Ensured compliance with company policies and regulatory standards during all customer interactions.
- Collaborated with team leaders to refine sales scripts and improve field performance, supporting overall team target achievement.
- Mentored new starters in field sales techniques, improving onboarding success and early-stage performance.
Senior Customer Advisor
Heatons / Sportsdirect
Dublin
2013.10 - 2014.05
- Assisted customers with product and service inquiries.
- Organised merchandise on shelves based on popularity and specifications.
- Operated till and managed stockroom tasks.
- Provided information and services, including handling merchandise returns and customer inquiries.
- Collaborated effectively within a team environment.
- Maintained composure during high-pressure situations.
- Resolved complaints and managed difficult customer interactions.
- Exhibited a friendly and tactful approach in all interactions.
- Demonstrated punctuality in timekeeping.
- Adopted an open-minded and efficient attitude towards tasks.
Education
APA - Insurance
Insurance Institute Of Ireland
Ireland 2017.01 - 2018.01
HACCP Level 1 & 2 -
Ireland Safety Training
Ireland 2025.01 - 2026.01
Bachelor of Business Administration - Business
AAST
Egypt 2008.01 - 2012.01
Skills
- Risk management proficiency
- Performance metrics analysis
- Quality auditing acumen
- Knowledge of sales metrics
- Sales reporting and analytics
- Sales forecasting methods
- Pipeline Management
- Negotiation and influencing
- Customer Relationship Management Software (CRM)
Languages
English
Native
Arabic
Fluent
Accomplishments
Recognised for outstanding performance with an Employee of the Month award and an Excellence Award for successfully onboarding a new team in the Cairo office. Contributed to key business initiatives, including the Simplified Language project for Table of Benefits, enhancing clarity and improving customer interaction experiences.
Affiliations
- Continuous learning (online courses, certifications)
- Fitness training
- Volunteering or community involvement
- Travel
References
References available upon request.
Timeline
HACCP Level 1 & 2 -
Ireland Safety Training
2025.01 - 2026.01
Senior Quality Assessor
Allianz Partners
2022.05 - 2025.02
Senior Claims Officer
Allianz Partners
2019.02 - 2022.08
APA - Insurance
Insurance Institute Of Ireland
2017.01 - 2018.01
Medical Claims Officer
Allianz Partners
2015.08 - 2019.01
Senior sales representative
Concern Worldwide
2014.06 - 2015.09
Senior Customer Advisor
Heatons / Sportsdirect
2013.10 - 2014.05
Bachelor of Business Administration - Business
AAST
2008.01 - 2012.01