Ahmed Hazem

Quality Assurance Analyst

Nasr City, Cairo, Egypt

Concentrix

Mar 2024 - Mar 2025 -1 yr

Egypt , Cairo

Job Details:I am a quality Evaluator with a proven track record of driving service excellence, improving performance metrics, and delivering impactful insights in high‑volume operations. Trusted for elevating quality standards, coaching teams to success, and ensuring top‑tier customer experience. Backed by solid experience in customer service and sales across global organizations. A Mass Communication graduate with a passion for continuous improvement, digital communication, and building high‑performing teams

Nov 2021 - Sep 2023 -1 yr, 10 months

Egypt , Cairo

Job Details:• Assisted customers with inquiries, technical issues, and billing concerns. • Providedpromptandcourteousresponses, resolving issues effectively. • MasteredAT&TCricket Wireless products, including plans and devices. • Stayedupdatedonproductofferings, promotions, and specs. • Solvednetworkissues, billing discrepancies, and service disruptions. • Collaborated with tech support teams on complexissues. • Managedcustomeraccounts,updates, andpayments. • Handledaccountescalations, retaining valued customers. • Maintained accurate customer interaction records. • Identified upselling/cross‑selling opportunities. • Participated in training and QA programs, ensuring high satisfaction. • Demonstratedexcellent communication skills. • SoftSkills: Patience, Multitasking, Conflict Resolution, Cultural Sensitivity, Adaptability, Customer Advocacy, Resilience, Stress Management.