About

Customer service teams don't fail because of bad agents — they fail because of weak systems and absent leadership. I've spent 7+ years making sure neither happens. Starting as a frontline CSR at Xceed (Telecom Egypt's BPO), I worked my way up to Team Leader managing multi-channel Customer Excellence and BPO operations across phone, email, chat, WhatsApp, and social media. Along the way, I kept CSAT above 90%, hit 95% first-contact resolution, reduced resolution time by 30%, and helped push...

Career Journey

Current Apr 2025 - Present · 1 yr 3 mos

Customer Support & Operations Team Leader

Waves

📍 Kuwait

• Led a multi-channel support team (phone, WhatsApp, in-app chat, email), improving response efficiency by 25%. • Provided advanced technical troubleshooting for application, booking, and...

Operations SupportSOP DevelopmentTeamworkCustomer Retention
Sep 2021 - Jun 2025 · 3 yrs 10 mos

Customer Service & Digital Support Team Leader

Xceed

📍 Nasr city

• Delivered direct technical support for internet connectivity, service activation, and system-related issues, handling over 500 inquiries monthly. • Troubleshot and resolved network issues using...

SLA & CSAT MonitoringTeam LeadershipCRM (Salesforce / Zendesk)First Contact Resolution
Dec 2018 - Aug 2021 · 2 yrs 9 mos

Digital Support Specialist and Technical Support Officer

Xceed

📍 Nasr city

• Resolved 500+ monthly customer inquiries including connectivity, configuration, and account-related issues. • Reduced escalation rate by 25% through effective troubleshooting and root cause...

Customer SupportTeam LeadershipTicketing SystemsTime Management
Sep 2017 - Dec 2018 · 1 yr 4 mos

Customer Service and Technical Support Officer

Xceed

📍 Egypt

• Assisted customers with internet setup, email configuration, and troubleshooting connectivity issues. • Guided users step-by-step to resolve software and service-related problems. • Achieved high...

Customer SupportTechnical Support
Jun 2017 - Aug 2017 · 3 mos

Advanced Technical ADSL Support Specialist

Xceed

📍 The Smart Village, Km 28 Cairo Alex Road, Cairo, 12677, EG

● Facilitated landline internet service activation for over 100 new customers. ● Performed internet service diagnostics and resolved customer issues with 80% first-call resolution. ● Managed over 40...

Customer SupportOutlookCommunication
Jan 2016 - Feb 2017 · 1 yr 2 mos
EL

Technical Support Specialist

Elhkma labs

📍 Cairo, Egypt

Follow up and maintain computers for clients or employees. Install and operate new devices and install software and operating systems. Prepare reports on maintenance operations with recommendations...

Network ManagementIT SupportDocumentationComputer Network Operations
Jan 2015 - Jan 2016 · 1 yr 1 mo
IC

Technical Support Specialist

Ihab Center for Electrical and Home Appliances Trading

📍 Alexandria, Egypt

installation and configuration of new software and hardware, including the server network, devices and firewalls OS installing and administration of Windows server 2019/2016 servers and hyper V...

NetworkingIT Hardware SupportDocumentationTechnical Support

Education

BSc in Faculty of Computers and Artificial Intelligence

information technology

Cairo University

2009 - 2013

Skills

Team Leadership Customer Escalation Management Customer Satisfaction (CSAT) Customer Service Customer Support SLA & CSAT Monitoring Customer Excellence BPO Operations CRM (Salesforce / Zendesk) Workforce Management First Contact Resolution Conflict Resolution SOP Development Performance Management KPI Reporting WhatsApp Business Multi-channel Support Conflict Management Microsoft Training Coaching & Mentoring