Ahmad Yahea

Test Automation & Architecture:

Designed and maintained comprehensive Postman collections with collection-level variables,
advanced request/response scripting, and multi-environment test workflows
Built Postman CLI bash scripts for automated test account generation and staging validation.
reducing manual setup time by ~70%
Architected mobile test automation using Maestro for iOS/Android, covering

Owned end-to-end QA strategy for web and mobile platforms: structured test case design (Jira QAlity format), execution at scale, and defect analysis

Perform functional, regression, smoke, integration, and exploratory testing to prevent production defects

Architected and maintained GraphQL API test suites in Postman with advanced request/response scripting, enabling CI/CD integration and multi-en

Improve and control CRM team performance (Monitoring, Coaching & Training)
Helping the team understand performance targets and goals
Providing real-time feedback on agents’ performance.
Identifying and resolving workplace problems, including tardiness or absenteeism.
Sharing company updates and new objectives with team members.
Identify performance gaps for specific individuals and create action p

Responsible for achieving company targets (Bookings, Conversion, AHT, FRT),
Responsible for any other task assigned by the management,
Responsible to educate and assist clients and therapists with their quires or any technical issue,
Live chat with our customers to deliver fast resolution.

Responsible of all social media channels andiOS store and Google play reviews.
Live chat with the customer to deliver fast resolution.
Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Keep records

Provided technical support and troubleshooting for customers; logged and escalated issues to relevant technical teams.

1- Responsible of handling customer's technical queries through phone.
2- Assist the customer to have full use our product and enjoy it to the max.
3- Follow up with the courrier company.

-Responsible of assisting customers with their needs through phone calls and follow up.

-Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.

* Assist customer's with technical issues such as: ( Internet, Connectivity, Signal issues .., etc ).

* Follow up with the customer and the repair center.
* Identify and assess customers’ needs to achieve satisfaction.
*Build sustainable relationships of trust through open and interactive communication
*Maintains customer records by updating account information.

Supported UK customers with account and service queries in a high-volume contact centre environment.

Worked as HR - member at K VECTOR FOUNDATION.

Worked as Delegates at COMET.

Worked as Logistic member at GATE.

Jun 2023 · Expired Jun 2025

Dec 2022

Aug 2021

Jul 2021

Apr 2021

Apr 2021

Aug 2020