Open to opportunities

Ahad Z

@ahadz

Customer service and care coordination professional with team leadership experience across travel, healthcare, and debt settlement.

Egypt

Message

What I'm looking for

I’m looking for a client-facing role where I can lead, coordinate, and resolve complex cases quickly—using strong communication and tools—to improve client outcomes, collaborate cross-functionally, and grow in customer service impact.

I’m a motivated, results-oriented customer service and coordination professional with a proven track record in team leadership and client-facing support. I’ve led a 9-agent team, mentored new hires on booking platforms, and managed escalated, complex cases to deliver timely, satisfactory outcomes.

Across healthcare and travel, I’ve coordinated patient care services, served as a subject matter expert on policies and procedures, and streamlined workflows using ClearCare and HHAeXchange. Most recently, I supported patients during CPAP insurance compliance and handled inbound/outbound client interactions for multiple debt settlement law firms—clearly explaining legal processes, tracking case progress, and maintaining high client satisfaction through trust and proactive resolution.

Experience

Work history, roles, and key accomplishments

Customer Service Agent

Icpg

Feb 2026 - Jun 2026 (4 months)

Handled inbound and outbound client interactions for multiple debt settlement law firms with a professional, empathetic approach. Presented settlement options and negotiation outcomes, maintained client records and case progress, and coordinated with the legal team to reduce escalations and improve client trust.

Debt Settlement Negotiation Client Communication Negotiation Outcomes Messaging Client Records Case Progression De escalation

CPAP Coach

Nationwide Medical

May 2025 - Feb 2026 (9 months)

Supported patients during their initial 90-day insurance compliance period for CPAP therapy. Coordinated with respiratory therapists and insurance providers to monitor progress, address compliance barriers, and deliver patient education on device maintenance and data tracking.

CPAP Therapy Coaching Patient Education Compliance Monitoring Respiratory Therapist Coordination Data Tracking

General Flights & 3PF Agent

Tui

Dec 2023 - Mar 2025 (1 year 3 months)

Booked and managed customer flight itineraries while ensuring travel requirements were met. Handled travel inquiries using Atcom and Hotelbeds, resolving flight-status issues and providing proactive updates.

Atcom Booking Coordination Travel Status Resolution Reservation Management Proactive Customer Updates

Patient Care Coordinator

Community Homecare

Oct 2022 - Dec 2023 (1 year 2 months)

Coordinated patient care services to ensure timely, high-quality support for healthcare clients. Served as a subject matter expert, facilitated communication between providers and patients, and streamlined workflows using ClearCare and HHAeXchange.

Patient Care Coordination Subject Matter Expertise Healthcare Communication HHAeXchange Workflow Optimization client support

Travel Advisor & Team Leader

Expedia

Feb 2020 - Sep 2022 (2 years 7 months)

Led a team of 9 travel agents by overseeing performance, scheduling, and achievement of team KPIs. Provided tailored travel advice, mentored new agents on Amadeus and Voyager, and resolved escalated customer issues to ensure timely outcomes.

Team Leadership KPI Management Customer Service Travel Consulting Amadeus Voyager Escalation Management