Open to opportunities

Abdelrahman Essam

@abdelrahmanessam

Message

Experienced team leader specializing in customer experience, operations, and performance improvement.

Egypt

Message

What I'm looking for

I seek a role where I can lead customer-facing teams, drive CX and operational improvements, coach staff, and collaborate cross-functionally to deliver measurable outcomes.

I am a results-driven team leader with deep experience in customer experience and operations, proven to improve CSAT, QA, and AHT through strategic planning and team development.

I have managed teams of 20–26 agents, delivered measurable improvements such as a 20% CSAT increase, 25% improvement in first-call resolution, and strong retention outcomes while launching new services and reducing attrition.

I emphasize coaching, data-driven process improvement, and cross-functional collaboration to drive operational efficiency, employee growth, and sustained customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Team Leader

Current

IntouchCX

May 2024 - Present (2 years 1 month)

Manage a team of 26 agents to exceed KPIs (CSAT, QA, AHT, conformance), implemented coaching and development plans that improved CSAT by 20% and reduced AHT while maintaining service continuity.

Team Leadership Coaching CSAT QA WFM Collaboration Process Improvement Risk Mitigation

Customer Service Representative

IntouchCX

Mar 2024 - May 2024 (2 months)

Delivered top-performing international customer support achieving an average NPS of 91% through effective problem-solving and high first-call resolution rates.

Customer Service NPS Call Resolution Communication Customer Experience

Subject Matter Expert

Teleperformance

Jul 2022 - Dec 2023 (1 year 5 months)

Provided real-time escalations support and training, improving team productivity and customer satisfaction and contributing to a 10% increase in business engagement.

Escalation Management Training On Floor Support Process Insights Customer Satisfaction Coaching

Customer Service Representative

Teleperformance

Feb 2021 - Jul 2022 (1 year 5 months)

Resolved technical customer issues achieving a 77% FCR and 90% CSAT, drove a 25% improvement in FCR and contributed to a 20% efficiency increase through cross-functional initiatives.

Technical Support CSAT Troubleshooting Data Analysis Cross Functional Collaboration Training