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EMAD ELSAYED, Customer Experience Supervisor

EMAD ELSAYED

Customer Experience Supervisor·Ezdan Holding

Qatar

Bachelor's degree, Administration And Business Administration

Work experience

Total years of experience: 13 years, 1 months

Customer Experience Supervisor

December 2018 - Present

Ezdan Holding

Doha, Qatar

December 2018 - Present

CX Supervisor, , Real Estate Expert / Digital Transformation / Leveraging Data Analytics for Personalized Customer Journeys / Multichannel Experience /Data integration

Company industry:
Real Estate
Job role:
Customer Service and Call Center

Acting Call Center Manager

January 2020 - October 2020

Ezdan Real Estate

Doha, Qatar

January 2020 - October 2020

- Established objectives for daily call center operations and conducted resource planning to maximize efficiency.
- Monitored and analyzed call center performance metrics, including accuracy and call-waiting time.
- Provided coaching and training to team members, fostering a culture of high service standards.
- Prepared detailed performance reports for upper management to inform decision-making.

Company industry:
Real Estate
Job role:
Customer Service and Call Center

Customer Relations Representative

September 2016 - December 2018

Ezdan Real Estate

Doha, Qatar

September 2016 - December 2018

- Handled customer inquiries and complaints across multiple channels (live chat, mobile app, email, social media, etc.).
- Submitted and tracked customer cases using CRM systems, ensuring timely resolution.
- Conducted monthly complaint and satisfaction surveys to identify improvement opportunities.
- Collaborated with leasing and sales teams to address customer requests effectively.

Company industry:
Real Estate
Job role:
Customer Service and Call Center

Senior Customer Service Representative (B2B)

May 2013 - September 2016

Ooredoo

Doha, Qatar

May 2013 - September 2016

- Delivered technical support to B2B clients, addressing internet, email, and domain issues.
- Assisted customers with billing questions, payments, and service-related concerns.
- Upskilled through new product training, enhancing technical expertise and product knowledge.

Company industry:
Telecommunications
Job role:
Customer Service and Call Center

Education

CAIRO UNIVERSTY

August 2008

August 2008

Bachelor's degree, Administration And Business Administration

Egypt

GPA (percentage): 80%

GPA (percentage): 80%

Skills

Property Management
Expert
Property Management
Expert
Management
Expert
Management
Expert
Customer Service
Expert
Customer Service
Expert
B2B Sales
Expert
B2B Sales
Expert
customer service
Expert
customer service
Expert
sales
Expert
sales
Expert
B2B sales
Expert
B2B sales
Expert
Customer/Client Focus.
Expert
Customer/Client Focus.
Expert
Problem Solving / Analysis.
Expert
Problem Solving / Analysis.
Expert
time Management
Expert
time Management
Expert
KPI /SLA
Expert
KPI /SLA
Expert
Team Management
Expert
Team Management
Expert
CRM
Expert
CRM
Expert
Property Management
Expert
Property Management
Expert
Customer experience
Expert
Customer experience
Expert
Customer journey
Expert
Customer journey
Expert
Customer Service
Expert
Customer Service
Expert
Social Media
Expert
Social Media
Expert
Leasing
Expert
Leasing
Expert
B2B Sales
Expert
B2B Sales
Expert
Sales
Expert
Sales
Expert

Languages

English

Expert

Training and Certifications

Certifications
Basic business skills acquisition (BBSA)
Mar 2009 - Aug 2009