Mohanad Bakr

• Led Technical Support Representatives to achieve performance and
quality goals.
• Monitored KPIs including CSAT, AHT, quality, and productivity.
• Conducted coaching sessions and performance feedback.
• Served as the primary escalation point for complex customer issues.
• Assisted with onboarding and training new agents.
• Collaborated with Operations and Quality teams to improve
workflows.

• Promoted after becoming the #1 performer for six consecutive
months.
• Supported 20+ Technical Support Representatives.
• Handled complex escalations and mentored agents.
• Supported Microsoft 365, Active Directory, Outlook, Remote
Desktop, and ticketing systems.

• Resolved Microsoft 365, software, authentication, and account
issues.
• Consistently exceeded KPIs, leading to promotion into the SME role.

• Completed 200+ outbound calls daily to homeowners across the
United States.
• Identified motivated sellers and qualified potential leads.
• Built rapport with homeowners and gathered detailed property
information.
• Coordinated follow-up calls with acquisition specialists at the most
suitable times for closing.
• Worked extensively with Zillow and other real estate lead platforms.
• Maintained accurate lead records and supported the sales pipeline.
• Contributed qualified leads that progressed into successful property
acquisitions.

Data Entry Specialist

Homzmart | Cairo, Egypt
5 Months

Accurately entered, updated, and maintained large volumes of product, inventory, and customer data using Microsoft Excel and internal company systems.
Reviewed and verified data for accuracy, identifying and correcting discrepancies to maintain high-quality records.
Created, updated, and organized Excel spreadsheets to track inventory, product information, and operational reports.
Assisted with document management, data organization, and administrative tasks to support daily business operations.
Collaborated with different departments to ensure product listings and inventory records remained accurate and up to date.
Maintained confidentiality while handling company and customer information.
Demonstrated strong attention to detail and consistently met deadlines in a fast-paced work environment.