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mohamed osama, Customer Support Agent

mohamed osama

Customer Support Agent·Low calories restaurant

Egypt

Bachelor's degree, قانون

Work experience

Total years of experience: 7 years, 6 months

Customer Support Agent

April 2025 - Present

Low calories restaurant

Cairo, Egypt

April 2025 - Present

and Working on the system by adding customers and invoices
Company industry:
Catering, Food Service, & Restaurant
Job role:
Customer Service and Call Center

CUSTOMER SERVICE Representative

January 2023 - May 2025

Nagep sleem company

Cairo, Egypt

January 2023 - May 2025

• provide front - line support for retail
Customers handling inquirers returns
and product information
• Maintained 95% customer satisfaction
by ensuring prompt and empathetic
Problem resolution
Company industry:
Textile & Apparel Production
Job role:
Customer Service and Call Center

Senior Customer service Advisor

January 2021 - January 2023

ETISALAT EGYPT

Cairo, Egypt

January 2021 - January 2023

• Managed 90+ daily inquirers via calls and chat for postpaid &
prepaid
Subscribers across Egypt
• Achieved 97% Quality Score 94%
CSAT through accurate technical
troubleshoting for 4G and ADSL
SERVICE
• Promoted VAS and retention offers
Contributing to 15 % monthly revenue
increase from upselling
• Acted as SME for billing disputes
reducing repeat Calls by 22 % through
first - call resolution
Company industry:
Telecommunications
Job role:
Customer Service and Call Center

CUSTOMER SERVICE TEAM LEAD /Senior Advisor

January 2019 - January 2021

Telepelformance CAIRO Egypt

Cairo, Egypt

January 2019 - January 2021

• Led a team of 12 agents for a major telecom client, exceeding
monthly KPIs for CSAT 96% and FCR 92%
• Handled 80+ inbound calls daily regarding billing, technical
support, and service activation for MENA customers
• Coached and trained 15+ new hires on CRM and de-escalation
techniques, reducing onboarding time by 30%
• Resolved complex escalated complaints and retention cases,
saving 40+ accounts monthly through effective negotiation
• Recognized as Top Performer for 3 consecutive quarters
with QA scores above 98%
Company industry:
Telecommunications

Education

جامعة القاهرة

September 2020

September 2020

Bachelor's degree, قانون

Egypt

GPA (rating): Good

GPA (rating): Good

Skills

Moderator techniques

Expert

Callcenter

Expert

مبيعات

Expert

Word and excel

Expert

Soft skills

Expert

Microsoft Excel

Expert

Sales

Expert

Microsoft Office

Expert

Call Center

Expert

Customer Care

Expert

Customer Service

Expert

Languages

Arabic

Expert