Hassan Arafat

I've led support quality and day-to-day operations for a medical client at Palm Outsourcing, designing frameworks for case ownership, escalations, returns, warranties, subscriptions, delivery issues, and product concerns.

I separate customer-service quality gaps from genuine product issues, using complaint patterns, customer feedback, and operational data to drive corrective actions, clearer guidance, and better service delivery.

At Concentrix, I led quality evaluation for Microsoft support programs and coached evaluators and frontline teams through case reviews, calibration, performance trends, and root-cause analysis. I also supported Microsoft Xbox and Microsoft 365 customers across EMEA, troubleshooting product, account, Teams, and Exchange Online issues through resolution.

I build practical reporting and automation workflows with Excel, Power BI, Google Sheets, Apps Script, and Power Automate to turn operational data into actionable views for agents, managers, and business leaders.