About
I’m a Senior Customer Operations & Customer Service Specialist with 8+ years of experience across Customer Experience (CX), Contact Center Operations, Digital Operations, Escalation Management, and remote GCC customer environments. My experience combines frontline customer service with operational performance management, team coaching, process improvement, and customer journey optimization. I focus on turning customer and operational challenges into measurable improvements in service quality,...
Career Journey
Leading day-to-day customer support and operational activities across customer booking, payment, onboarding, and post-booking journeys, with a strong focus on service quality, operational efficiency,...
Supported high-volume customer service and digital operations while handling complex complaints, key accounts, performance monitoring, and frontline team development. Key achievements: • Managed...
• Resolved 500+ customer issues monthly while maintaining an 85% First Contact Resolution (FCR) rate across digital support channels. • Reduced customer escalation rates by 25% through structured...
• Handled 150+ customer inquiries daily across voice and digital channels, providing effective issue resolution with an average handling time of 10 minutes. • Sustained 87% customer satisfaction...
• Supported landline internet service activation for 100+ new customers, ensuring accurate setup and effective customer guidance. • Diagnosed internet service issues and achieved an 80% First...
• Provided technical support for computers, software, and operating systems, responding to client and employee technical inquiries. • Installed and configured computers, devices, software, and...
Technical Support Specialist
Ihab Center for Electrical and Home Appliances TradingAlexandria, Egypt
• Installed, configured, and maintained hardware, software, network devices, and workplace systems. • Administered Windows Server environments, Hyper-V machines, desktops, printers, routers,...
Education
Bachelor's Degree
Information Technology
Cairo University
2009 – 2013
Grade: 80% (Very Good)
