Ahmed Elabd

Lead a team of up to 20 technical support agents on the Samsung USA account, supporting digital appliances during the line's launch phase. Selected among 10 team leaders company-wide to launch the new Digital Appliances line of business, including travel to Samsung's facility in New Jersey, USA, for direct client training.

Led a technical support team for Samsung's Mobile Experience (AMEX) line, resolving issues across phones, tablets, watches, and laptops using Sprinklr for case management and reporting. Delivered team performance that ranked among the top on the floor, contributing to selection for the Digital Appliances line-of-business launch.

Led a team handling supervisor-level calls on the VRBO account, monitoring interval and SLA compliance to ensure agreed response times were met. Used Salesforce to track and validate out-of-policy compensation cases, coaching agents to resolve issues through service recovery rather than financial payouts.

Handled the highest tier of customer escalations on the VRBO account, including legal threats, media threats, and Better Business Bureau (BBB) complaints. Built a cost-reduction case study proposing a policy change to automatically deactivate specific accounts after a set duration; the client adopted the process update and formally recognized the initiative.

Promoted into a newly launched Back Office project on the VRBO account based on strong agent performance, handling dependent cases to resolve customer concerns faster. Delivered training and product knowledge sessions to staff supporting the new project.

Supported customers on the VRBO travel account using Salesforce, resolving inquiries and issues via phone. Helped lead the team to a #1 ranking among 7 teams on the floor for performance, earning recognition from both the client and Concentrix senior management.

Managed front-desk operations including guest check-in/check-out and accurate account processing. Resolved guest queries and coordinated incoming messages, parcels, and calls.

Processed customer payments and issued accurate receipts in a high-volume retail environment.

Delivered graphic and web design projects for international clients via freelance platforms on fixed-price contracts.

Bachelor of Arts in Hebrew Literature and Language from Minufiya University, completed in 2019.

Completed graphic design and web design courses online via Udemy from 2016 to 2018.