Khaled Ali ELNEZAMI

Concentrix

• Technical Support Operation Team LeadFull Time

  Mar 2019 - Jun 2020 -1 yr, 3 months
• Technical Support Escalation SpecialistFull Time

  Jul 2017 - Mar 2019 -1 yr, 8 months

  Egypt

  • Job Details:Reviewed, investigated, and resolved technical member cases within the targeted SLAs Identified opportunities to better empower Tier 1 support through training and tools to resolve member issues as quickly as possible Collaborated with members and customers on complex issues requiring direct communication to resolve Acted as a reference for all technical questions from agents or other departments in the absence of Supervisors; Formulated internal Wikipedia articles for all major technical issues, Increasing FCR by more than 50% , while reducing AHT