Ahmed Gaffar

• Led business growth through a multifaceted strategy involving client relations, media
coordination, and event management, resulting in a 25% increase in client retention and 15%
growth in brand visibility by successfully executing in over 6 high-profile events in Q1 2025.
• Maintained long-term client relationships with exceptional communication and post-sales
support, reaching a 95% satisfaction rate and ensuring successful project integrations.
• Trained 10+ team members, improving operational efficiency by 30% while aligning marketing
strategies with business goals.

• Drove business growth by leading client relations, event management, and media initiatives.
• Spearheaded internal team development through training and upskilling, improving workflow
efficiency and providing all time support.
• Contributed to strategic marketing and operational improvements, fostering innovation in
business development and marketing initiative beside operational tasks.
• Maintained strong client relationships, ensuring satisfaction and seamless project
integration.

• Ensured compliance with regional laws and client guidelines for media content on platforms like
Netflix, Disney, and Amazon.
• Conducted thorough quality checks, achieving 90%+ accuracy, ensuring adherence to platform
specifications and improving viewer satisfaction.
• Identified and resolved over 500 quality issues within tight deadlines, maintaining 100%
compliance with client expectations.

• Ensured compliance with regional laws and client guidelines for media content on platforms like Netflix, Disney, and Amazon.
• Conducted thorough quality checks, achieving 90%+ accuracy, ensuring adherence to platform specifications and improving viewer satisfaction.
• Identified and resolved over 500 quality issues within tight deadlines, maintaining 100% compliance with client expectations.

• Designed and led onboarding programs to ensure seamless adoption of legal software solutions,
improving satisfaction among legal professionals and HR teams.
• Proactively enhanced customer retention through troubleshooting and continuous engagement,
achieving a 15% improvement in satisfaction rates.
• Implemented a client inquiry management system, reducing response times by 35% and
increasing onboarding efficiency and engagement by 20%.
• Acted as a customer advocate, collaborating with cross-functional teams to influence product
updates that addressed client needs and enhanced user experience.

• Trained and mentored 200+ new hires with a 90% pass rate, reducing 15% of support escalations.
• Led team productivity initiatives, resulting in a 25% improvement in performance metrics through targeted coaching and skill development.
• Managed escalated customer inquiries, ensuring prompt and effective resolutions, enhancing overall client satisfaction.

Leading US broadband, video, and mobile provider serving 5 million customers across 21 states with advanced services like Optimum Fiber Internet and Optimum TV. As a Service Desk Analyst at Optimum, I served as the primary point of contact for Altice USA's internal customers, delivering top-notch technical support via phone, email, and live chat. By systematically interpreting user problems and employing analytical problem-solving skills, I effectively resolved service requests and coordinated with IT support teams to ensure high customer satisfaction.

• Successfully resolved an average of 60 technical support tickets weekly, maintaining a +90% customer satisfaction rate.
• Coordinated with other IT support groups to efficiently escalate and resolve complex incidents, reducing average resolution time by 30%.
• Developed user-friendly documentation and troubleshooting guides, enhancing the efficiency of the support process and empowering users.
• Participated with L&D teams on service protocols and best practices, fostering a collaborative and knowledgeable environment.
• Monitored and tracked issues from outset to resolution, ensuring adherence to service level agreements (SLA) and information security requirements.
• Built strong rapport with users, consistently exceeding their expectations for technical support and fostering positive relationships.

As a Retention Specialist at OSN, I supported retention strategies for the Pay TV customer base, collaborating closely with the Retention Manager. By leveraging data analytics and cross-functional teamwork, I drove initiatives that reduced churn and enhanced customer satisfaction, contributing to subscriber loyalty in the MENA region.

Key Achievements
• Executed targeted retention campaigns that reduced churn by 20% over my 6 months internship contract.
• Analyzed customer behavior and market trends, identifying new opportunities for retention initiatives.
• Collaborated with sales, marketing, and CS teams to increase customer satisfaction scores by 90%.
• Provided insights on retention strategies through data analysis, influencing senior management decisions.
• Coordinated operations meetings to ensure smooth campaign execution across teams.
• Maintained reports on KPIs and campaign performance for ongoing strategy adjustments.

As a Retention Specialist at OSN, I supported retention strategies for the Pay TV customer base, collaborating closely with the Retention Manager. By leveraging data analytics and cross-functional teamwork, I drove initiatives that reduced churn and enhanced customer satisfaction, contributing to subscriber loyalty in the MENA region. Key Achievements • Executed targeted retention campaigns that reduced churn by 20% over my 6 months internship contract. • Analyzed customer behavior and market trends, identifying new opportunities for retention initiatives. • Collaborated with sales, marketing, and CS teams to increase customer satisfaction scores by 90%. • Provided insights on retention strategies through data analysis, influencing senior management decisions. • Coordinated operations meetings to ensure smooth campaign execution across teams. • Maintained reports on KPIs and campaign performance for ongoing strategy adjustments.

Skills: Customer Service · Customer Relationship Management (CRM) · Customer Retention

As a Customer Retention Specialist in Egypt, I focused on strengthening customer relationships, reducing churn, and driving loyalty. I engaged with customers via phone, email, and in-person, addressing their needs and resolving issues quickly. Using data analysis, I identified at-risk customers and implemented targeted retention initiatives, collaborating closely with sales and marketing teams to optimize strategies. I also identified upselling opportunities and frequently reported on retention metrics to support ongoing improvements.

Key Achievements:

• Developed and implemented tailored retention initiatives that helped improve customer satisfaction and loyalty.
• Analyzed customer data to proactively identify at-risk customers and initiate retention efforts, reducing churn.
• Collaborated with cross-functional teams to align customer engagement efforts and optimize retention strategies.
• Provided regular reports on key retention metrics and campaign performance to inform strategic decision-making.
• Facilitated upselling and cross-selling opportunities, resulting in increased revenue from existing customers.
• Maintained comprehensive customer interaction logs and feedback to continuously refine retention tactics.

As a Customer Retention Specialist at WE, I focused on strengthening customer relationships, reducing churn, and driving loyalty. I engaged with customers via phone, email, and in-person, addressing their needs and resolving issues quickly. Using data analysis, I identified at-risk customers and implemented targeted retention initiatives, collaborating closely with sales and marketing teams to optimize strategies. I also identified upselling opportunities and frequently reported on retention metrics to support ongoing improvements. Key Achievements: • Developed and implemented tailored retention initiatives that helped improve customer satisfaction and loyalty. • Analyzed customer data to proactively identify at-risk customers and initiate retention efforts, reducing churn. • Collaborated with cross-functional teams to align customer engagement efforts and optimize retention strategies. • Provided regular reports on key retention metrics and campaign performance to inform strategic decision-making. • Facilitated upselling and cross-selling opportunities, resulting in increased revenue from existing customers. • Maintained comprehensive customer interaction logs and feedback to continuously refine retention tactics.

Skills: Customer Experience · Customer Retention · Retention Strategies · Issue Resolution Management · Upselling · Communication · Data Analysis · Post-Sales Support · Product Demonstration