إسلام احمد

• Oversee regional customer service operations across Egypt and KSA, aligning service delivery with corporate
growth targets.
• Conduct daily KPI reviews and present weekly performance audits to senior leadership.
• Designed tiered coaching frameworks that reduced onboarding time while maintaining high CSAT scores.
• Introduced automation workflows to streamline ticket routing and escalation, significantly reducing manual
intervention.
• Developed SOPs for cross-regional teams, ensuring consistency and operational efficiency.
• Built a centralized knowledge base for frontline agents, improving first-contact resolution rates.
• Enforced customer service policies that elevated both service quality and employee satisfaction.

• Managed 120 agents across Lebanon, Egypt, and Morocco, ensuring 24/7 service stability during rapid
market growth.
• Built a centralized KPI tracking system, improving visibility into agent productivity and regional CSAT trends.
• Conducted daily KPI meetings and prepared performance reports for senior management.
• Implemented automation systems for repetitive customer interactions, reducing average handling time.
• Created region-specific SOPs, standardizing workflows while allowing operational flexibility.
• Designed and rolled out a structured knowledge management framework for frontline teams.
• Led recruitment and training initiatives, strengthening team capabilities during scaling phases.

• Directed a 30-agent logistics support team, reducing response times through real-time queue management.
• Designed data-driven schedules aligned with peak inflow periods, increasing team output by 20%.
• Delivered 1:1 coaching focused on CSAT improvement and career development, building a high-performance
culture.

• Reduced Agent-Driven D-Sat from 35% to 6% through rigorous performance auditing and a revised quality
feedback loop.
• Cleared a 7, 000-ticket backlog in under 60 days, fully restoring SLA compliance.
• Automated repetitive captain inquiries, achieving a 90% reduction in contact rate.
• Elevated monthly team quality scores from 65% to 90-95%.

• Managed 50 agents, conducting quarterly performance reviews and structured coaching sessions.
• Identified and resolved root causes of recurring captain issues, reducing contact rate by 90% for 26% of daily
call volume.

• Led 33 agents handling captain trip payments across UAE, KSA, and Egypt.
• Reduced payment cycle SLA from 2 weeks to 24 hours, ensuring zero payout disruption during the transition.

• Delivered high-accuracy technical support for the global captain network, consistently achieving top-tier
individual CSAT scores.

• Managed interactions for premium subscribers, consistently exceeding retention and satisfaction targets for
the elite segment.