Ahmed Yakout

I lead both Customer Experience and Quality Assurance functions, driving strategic initiatives and operational improvements across contact center and digital channels. My focus is on enhancing service quality, reducing customer churn, and delivering actionable insights through data-driven analysis, process optimization, and a customer-first approach.

Key Responsibilities & Achievements:

Proactiv

Managed a team of quality analysts and specialists focused on improving agent performance and service consistency.

Identified performance gaps and provided insights to operations leaders for targeted coaching and procedural updates.

Ensured the delivery of actionable feedback loops based on scorecard results and quality audits.

Led a high-performing team of customer service agents to deliver outstanding service across voice and digital channels.

Monitored KPIs (AHT, CSAT, First Call Resolution) and implemented strategies to improve team efficiency.

Delivered coaching and mentoring sessions, enhancing agent development and team engagement.

Drove a culture of ownership, accountability, and customer-first mindset.

Supported CX improvement initiatives and analysis.

Monitored customer feedback and escalations to identify trends.

• Led frontline coaching initiatives to improve service quality and agent performance.
• Contributed to customer journey mapping and service standardization across the contact center.

Delivered onboarding product training to new hires.

Identified performance gaps among existing agents and provided targeted coaching to elevate individual and team performance.

Provided outstanding support and resolution across OSN’s service offerings.
Recognized for consistency in customer satisfaction and first-call resolution metrics.

Supervised a team of customer service agents, driving operational performance and service quality.

Supported the launch of training and QA improvements within the team.

• Progressed through multiple roles, developing strong expertise in customer service operations, training, and team leadership.

Delivered ongoing training on products, processes, and soft skills for both new and existing staff.

Collaborated with QA to ensure training addressed performance gaps and evolving customer needs.

Handled complex enterprise customer inquiries with professionalism and efficiency.

Commended for ownership and high customer satisfaction scores.

Promoted within months from agent to team leader based on strong performance.

Oversaw a small team, managed daily operations, and delivered coaching for improved results.

Pursued a Bachelor of Commerce with a focus on Accounting, building a strong foundation in financial principles and business operations.