Open to opportunities

Ahmed Samy

@ahmedsamy5

Message

Customer Service professional specializing in first-call resolution and calm, end-to-end problem solving.

Egypt

Message

What I'm looking for

I’m looking for a customer-facing role with global brands where I can deliver first-call resolution, de-escalate confidently, and improve outcomes with data-driven support in Salesforce/MS Dynamics—plus opportunities to grow into higher-impact support or operations work.

I’m a customer-service professional with 3 years at Teleperformance supporting global brands (MAF, AT&T, SumUp). I handle 60–90 inbound contacts daily across voice, chat, and email, staying known for clear communication, calm problem-solving under pressure, and first-call resolution.

I focus on end-to-end resolution for billing, technical, and product queries, maintaining ≥92% CSAT while improving efficiency. By building a reusable macro library, I cut average handle time 18%, and through PCI-compliant onboarding and troubleshooting, I reduced repeat-call rate by 15% for SumUp merchants.

I also upsell AT&T wireless features and device-protection plans, mentor new hires on soft-skills and QA standards, and document interactions in Salesforce & MS Dynamics to ensure 100% SLA compliance on follow-ups.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Teleperformance

Jul 2022 - Present (3 years 11 months)

Handled 60–90 inbound customer contacts daily across retail, telecom, and fintech, maintaining ≥92% CSAT. Resolved billing/technical/product issues end-to-end, cut average handle time by 18%, upsold AT&T add-ons (top 10% of team), and reduced SumUp repeat calls by 15% through PCI-compliant onboarding and terminal troubleshooting.

Customer Support Inbound Calls Live Chat Support Email Support Salesforce Troubleshooting De escalation

Education

Degrees, certifications, and relevant coursework

Helwan University

Bachelor of Law (LL.B), Law

Final-year Law student at Helwan University in Cairo, expected to graduate in 2025. Bringing analytical and negotiation skills to customer interactions.