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Mazen  Mohamed Taha, Customer Business Analyst

Mazen Mohamed Taha

Customer Business Analyst·TTEC

Egypt

Bachelor's degree, Business Administration (Management Information System)

Work experience

Total years of experience: 7 years, 5 months

Customer Business Analyst

November 2024 - Present

TTEC

Cairo, Egypt

November 2024 - Present

Analyze customer data to identify trends and insights, optimize business processes to
enhance efficiency and customer satisfaction, and collaborate with cross-functional teams
to develop data-driven strategies. Track key performance indicators (KPIs), manage CRM
systems, and leverage predictive analysis to drive informed decision-making and improve
the overall performance.

Company industry:
Call Centers & Customer Care Outsourcing

Customer Service Team Manager

October 2023 - November 2024

Amazon.inc

Cairo, Egypt

October 2023 - November 2024

Led a team of representatives, increasing team performance by 30%, improving first-call
resolution rates by 20%, and reducing average response time by 15%.
Monitored KPIs and workflow metrics, provided coaching and support to improve efficiency
and service quality.
Enhanced CSAT scores by 12% through new service protocols, reduced customer complaints
by 18%, and resolved 85% of escalated issues directly, improving customer retention.

Company industry:
Recruitment & Employee Placement Agency

Amazon Business B2B Account Manager (A)

January 2022 - October 2023

Webhelp

Cairo, Egypt

January 2022 - October 2023

Improved account performance, contributing to a 20% increase in monthly sales for key clients.
Secured new business opportunities through networking and relationship-building activities.

Company industry:
Call Centers & Customer Care Outsourcing

HR Assistant

January 2019 - January 2022

K Line Europe

Cairo, Egypt

January 2019 - January 2022

As an HR Assistant, My duties were supporting recruitment, onboarding, payroll, employee
records management, benefits administration, training coordination, compliance,
performance management, and providing general HR administrative support.

Company industry:
Medical & Healthcare Equipment

Education

Helwan University

May 2024

May 2024

Bachelor's degree, Business Administration (Management Information System)

Egypt

GLS Language School.

June 2020

June 2020

High school or equivalent, High School Diploma

Egypt

Skills

BUSINESS TO BUSINESS
Expert
BUSINESS TO BUSINESS
Expert
CUSTOMER SERVICE
Expert
CUSTOMER SERVICE
Expert
ACCOUNT MANAGEMENT
Expert
ACCOUNT MANAGEMENT
Expert
BUSINESS OPERATIONS
Expert
BUSINESS OPERATIONS
Expert
COORDINATING
Expert
COORDINATING
Expert
MARKETING
Expert
MARKETING
Expert
ENTREPRENEURIAL LEADERSHIP
Expert
ENTREPRENEURIAL LEADERSHIP
Expert
COMMUNICATIONS
Expert
COMMUNICATIONS
Expert
PROBLEM SOLVING
Expert
PROBLEM SOLVING
Expert
CUSTOMER DATA MANAGEMENT
Expert
CUSTOMER DATA MANAGEMENT
Expert