Karim Ahmed
Customer Experience Specialist
Nasr City, Cairo, EgyptWork Experience
Customer Experience SpecialistFull Time
Transcom Egypt
May 2023 - Dec 2024 -1 yr, 7 months
Egypt , Cairo
- Job Details:Customer Experience Specialist with 2 years delivering high CSAT (94.0 avg) for B2B & B2C clients with proven results in reducing resolution time and escalating fewer tickets. Strong in conflict resolution, customer retention, and cross-functional collaboration.
Education
Bachelor's Degree in management information systems
Modern Academy in Maadi (MAM)Jan 2017 - Jan 2021 - 4 yr
Achievements
High Customer Satisfaction Ratings: Delivered 9.4 CSAT over 2 years, significantly above team and regional averages, based on Qualtrics data, also achieved 87% First Call Resolution rate, exceeding performance benchmarks across multiple markets and reached 91% Customer Effort Score (CES), consistently outperforming internal quality targets Personal Resilience: Demonstrated high resilience and self-discipline by overcoming personal challenges, reinforcing my ability to perform under pressure Enhanced Team Performance: One of the top performers on my team of 20+, Improved Team Metrics in areas like CSAT scores, First Call Resolution, and Quality
Skills
- Conflict Resolution
- customer communication
- Technical Proficiency
- strong feedback record
- Cultural Sensitivity
- Personal Resilience
- Self-Discipline
- Customer Care
- Customer Experience
- Customer Service
Languages
English
FluentArabic
Fluent