محمد أسامة

and Working on the system by adding customers and invoices

• provide front - line support for retail
Customers handling inquirers returns
and product information
• Maintained 95% customer satisfaction
by ensuring prompt and empathetic
Problem resolution

• 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

• 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%