Open to opportunities

Ahmed Khalaf

@ahmedkhalaf

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Results-oriented Customer Support Specialist with strong communication skills.

Egypt

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for growth.

I am a results-oriented Customer Support Specialist with extensive experience in customer account management and onboarding. My career has been defined by my ability to thrive in fast-paced environments, where I consistently exceed customer expectations through effective communication and problem-solving skills.

Throughout my professional journey, I have honed my expertise in technical support and customer retention strategies. At Parent Aps, I respond promptly to customer inquiries and troubleshoot technical issues, ensuring a seamless experience for users. My previous role at Rewaa involved overseeing the onboarding process for new clients, where I successfully guided teams and clients through complex workflows.

My dedication to customer satisfaction was evident during my tenure at Udacity, where I developed aggressive retention strategies that significantly improved customer loyalty. I am passionate about delivering exceptional service and continuously seek opportunities to enhance processes and drive results.

Experience

Work history, roles, and key accomplishments

Current

Technical Customer Support Specialist

Current

Parent Aps

Jan 2024 - Present (1 year 7 months)

Responded promptly to customer inquiries via email, phone, chat, or ticketing systems. Troubleshot and resolved technical issues related to the company’s products or services.

Troubleshooting Ticketing Systems Technical Support Customer Service Problem Solving

Customer Onboarding Specialist

Rewaa

Jan 2023 - Present (2 years 7 months)

Ensured new client onboarding process, performing client vetting, preparing new contracts and updating client information. Set platform accounts based on Client contract.

Onboarding Contract Management Communication Workflow Management

Retention Specialist – Chat & Email

Udacity

Jan 2022 - Present (3 years 7 months)

Increased retention ratio by developing aggressive retention strategies based on customer behaviors and feedback analysis. Successfully renewed contracts and retained business by negotiating alternatives with customers and finding win-win solutions.

Customer Retention Negotiation Customer Feedback Analysis Sales Support Problem Solving

Technical Support Agent

Altice USA

Jan 2020 - Present (5 years 7 months)

Maximized agent productivity and customer satisfaction by solving customer issues during the first interaction. Facilitated effective case flow process by properly assigning and escalating cases in the system.

Technical Support Customer Satisfaction Case Management System Monitoring Network Security

Customer Service Representative

Etisalat Misr

Jan 2014 - Present (11 years 7 months)

Maintained top-notch customer service by responding promptly to inquiries and resolving customer complaints. Improved customer service process by providing feedback on process efficiency and improvement.

Customer Service Process Improvement Product Knowledge

Education

Degrees, certifications, and relevant coursework

Assiut University

Bachelor of Commerce, Accounting

2007 - 2011

Completed a Bachelor of Commerce degree with a specialization in Accounting. Gained foundational knowledge in financial principles and business operations.