Khamis Yakout Youssef

Customer Support Representative

Dubai, United Arab Emirates

Lyft

Jul 2022 - Nov 2024 -2 yrs, 4 months

United States

Job Details:Promoted to Subject Matter Expert for superior issue resolution and team leadership. ● Managed escalated customer inquiries, improving overall customer satisfaction by 15%. ● Trained and coached new agents, resulting in a 25% increase in team productivity. ● Utilized CRM tools to analyze KPIs, boosting first-call resolution rates and reducing handling time. ● Contributed to process improvements that enhanced operational efficiency by 10%.

Nov 2020 - Jun 2022 -1 yr, 7 months

Egypt

Job Details:● Achieved a 30% increase in customer satisfaction through performance analysis initiatives. ● Implemented strategies that reduced customer escalations by 20%. ● Optimized call handling using customer feedback, improving service quality.

Jan 2018 - Oct 2020 -2 yrs, 9 months

Job Details:● Resolved inquiries and complaints efficiently, boosting customer retention by 10%. ● Promoted to SME for advanced troubleshooting and service quality expertise. ● Developed strategies to enhance team performance and reduce resolution times. ● Conducted quality audits, ensuring compliance with service standards. ● Designed a claims tracking system at Talabat, reducing processing time by 20%. ● Enhanced training programs, minimizing service errors and improving agent skills.