Youssef Osama

• Coordinating daily operational schedules based on capacity, priorities, and service
requirements.
• Managing workload distribution and task prioritization to ensure smooth daily
execution.
• Handling customer‑impacting operational issues, ensuring timely resolution and
minimal disruption.
• Supporting capacity planning and scheduling decisions to balance efficiency and
customer experience.
• Working cross‑functionally with support and operations teams to maintain service
quality and adherence to timelines.
• Identifing operational risks and contributing to continuous improvement through
structured planning and follow‑ups.
• Monitoring daily operations to identify potential bottlenecks and proactively adjusted
plans to ensure on‑time execution.

• Operated as SME by supporting agents during escalations, ensuring accuracy,
compliance, and high‑quality service.
• Resolved advanced technical, billing, and account‑related cases with consistent
professionalism and empathy.
• Facilitated onboarding and side‑by‑side coaching sessions to accelerate team
performance and reduce errors.
• Assisted quality teams in identifying patterns, contributing to improved workflows and
reduced repeat contacts.
• Led and supported mini‑teams on a daily basis, providing guidance and operational
direction.
• Performed team‑level responsibilities on a smaller scale, including workload
distribution and real‑time support.
• Coordinated closely with Team Managers to support KPIs, quality standards, and
process adherence.

• Delivered technical and mobile support, resolving network, billing, and service‑related
issues with high accuracy.
• Maintained excellent customer satisfaction through empathy‑driven communication
and effective issue handling.
• Supported escalation processes, contributing to smoother customer journeys and
reduced complaint volume.
• Consistently exceeded KPIs in issue resolution speed and customer experience quality.

• Provided in‑store customer support, handling inquiries, troubleshooting, and service
requests efficiently.
• Achieved strong sales results through needs analysis, upselling, and personalized
customer engagement.
• Processed payments, SIM activations, renewals, and account updates while ensuring
high accuracy.
• Built strong customer loyalty through consistent service quality and solution‑focused
communication.