Abdelrhman Emam
@abdelrhmanemam
Customer service and CRM specialist resolving complex inquiries and improving KPIs across e-commerce and logistics.
EgyptWhat I'm looking for
I’m a customer service and CRM-focused professional with 2+ years of frontline experience supporting customers at globally recognized brands. I resolve complex inquiries, de-escalate tense situations, and deliver strong customer experiences across e-commerce, logistics, and B2B support.
I’ve worked across high-volume, multi-channel environments—handling phone, chat, and email—and I’m comfortable managing end-to-end case lifecycles. In my roles, I maintain accurate records and use Salesforce and Zendesk to run intake, categorization, escalation, resolution, and follow-up while consistently exceeding targets for CSAT, first-contact resolution, and average handle time.
I also bring complementary digital media production experience from professional video editing work. That background strengthened my attention to detail, file/version control discipline, and technical adaptability—skills I apply to high-accuracy customer operations and ticket management.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Concentrix & Sutherland
Jan 2024 - Present (2 years 5 months)
Handles complex multi-product inquiries and technical troubleshooting for global BPO clients. Manages ticket lifecycle in Salesforce and Zendesk (intake, categorization, escalation, resolution) while exceeding targets for first-call resolution, customer satisfaction, and average handle time.
Delivered frontline support for customer inquiries across phone, chat, and email, resolving order issues, delivery disputes, returns, and supplier escalations. Managed the full case lifecycle in Wayfair CRM and consistently met/exceeded KPIs including CSAT, first-contact resolution rate, and average handle time.
Professional Video Editor
Various Production Companies
Jan 2020 - Jan 2024 (4 years)
Delivered end-to-end post-production for diverse clients, producing final edits using Adobe Premiere Pro, After Effects, and DaVinci Resolve. Applied meticulous file management, version-control practices, and attention to detail to support accurate client delivery.
Supported customers, Dashers, and merchants by resolving real-time delivery and account issues, including missing orders and refund requests. Maintained quality assurance standards while handling simultaneous contacts and used de-escalation to improve customer outcomes and retention metrics.
Education
Degrees, certifications, and relevant coursework
Abdelrhman hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Location
EgyptAuthorized to work in
Job categories
Skills
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