Open to opportunities

Islam Moussa

@islammoussa

Customer Service Specialist focused on premium support, rapid issue resolution, and knowledge-led accuracy for customers.

United Arab Emirates

Message

What I'm looking for

I’m looking to deliver premium customer experiences through fast, accurate resolution and knowledge-led support—while improving operational efficiency. I want a role where I can partner across teams, track outcomes via KPIs, and keep raising service standards.

I’m a Dedicated Customer Service Specialist who enhances customer satisfaction through professional communication and swift, goal-focused problem resolution. I bring a strong commitment to high Operations standards and measurable service quality to every team I join.

In my current role as a Mercedes-Benz MENA Knowledge Ambassador and Operations Customer Expert in Dubai, I authoered and managed market-specific knowledge articles to improve first-contact accuracy and accelerate case resolution. I create, update, and archive content aligned with global and local workflows, regulations, and customer support procedures, while organizing knowledge types like Product Click Me Info, News Articles, and FAQs. I also serve as a liaison between customers and internal departments, coordinating logistics and technical teams to deliver seamless, premium experiences.

Previously, I worked as a Customer Support Specialist at Teleperformance Egypt (UPS), collaborating to reduce errors by 20% while delivering comprehensive support and handling tracking and shipment processes. I also strengthened operational efficiency as a Data Entry Specialist by leading data input/output across all branches and mentoring four members, training them on the Softech for Business system. Earlier roles included Sales Advocate work with 300+ outbound calls and a Property Advisor position where I closed major land and villa sales and conducted market analysis to support client decisions.

Experience

Work history, roles, and key accomplishments

Current

Knowledge Ambassador

Current

Mercedes-Benz MENA

Jul 2025 - Present (1 year)

Authored and managed market-specific knowledge articles to support customer case resolution and improve first-contact accuracy. Created, updated, and archived content in line with Mercedes-Benz support workflows and customer support procedures.

Customer Support Knowledge Base Management Content Authoring First Contact Accuracy Problem Solving

Current

Operations Customer Expert

Current

Mercedes-Benz MENA

Apr 2025 - Present (1 year 3 months)

Served as a liaison between customers and internal departments to ensure seamless, premium service. Coordinated with logistics and technical teams to deliver timely solutions and uphold brand standards.

Premium Customer Service Logistics Coordination technical coordination Communication Process Improvement Attention To Detail

Military Service

Ministry of Interior of Egypt

Aug 2023 - Feb 2025 (1 year 6 months)

Completed military service with the Ministry of Interior of Egypt.

Problem Solving Time Management Communication Attention To Detail

Sales Advocate

Partners Outsourcing Solutions

Apr 2023 - Jul 2023 (3 months)

Initiated 300+ outbound calls to potential prospects and maintained consistent KPI performance. Managed pipeline arrangement based on future potential and priority leads.

Outbound Calling Lead Generation KPI Tracking Sales Pipeline Management Telecommunications Prospecting

Customer Support Specialist

Teleperformance Egypt (UPS)

Jul 2022 - Nov 2022 (4 months)

Delivered customer support and problem-solving resolutions while adhering to company standards, reducing errors by 20%. Handled order tracking and shipment processes to ensure prompt, accurate responses.

Customer Support Problem Solving Service standards Customer Satisfaction

Data Entry Specialist

Ramadan Pharmacetical Group

Feb 2021 - Jan 2022 (11 months)

Led organization-wide data input and output across multiple branches and ensured consistent data accuracy. Headed a team of four, mentoring members and training them on Softech for Business while streamlining data workflows.

Data Entry Data Validation Team Leadership Softech For Business Workflow Optimization Data Quality Operational Efficiency

Property Advisor

RE/MAX Performance

Feb 2017 - Sep 2017 (7 months)

Closed two major franchise property sales totaling 56 million EGP (land) and 32 million EGP (villa). Conducted promotional activities to increase brand visibility and performed market analysis to support client property value decisions.

Real Estate Sales Promotional Activities Market Analysis Client Advisory Sales Planning Communication