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Khaled Essam

@khaledessam

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Customer experience professional at Concentrix who retained SiriusXM customers and grew revenue through upselling.

Egypt

Message

At Concentrix, I retained at-risk SiriusXM customers and grew revenue through upselling and cross-selling. After being promoted from Retention Agent to Subject Matter Expert, I coached agents, handled escalated cases, and served as Acting Team Leader for one month.

At Alorica, I advanced from Sales Representative to Subject Matter Expert and then Team Leader for HSN, leading daily team operations and tracking performance against targets. At InTouch CX, I coordinated daily back-office activity for Airbnb and supported the resolution of complex customer cases.

Experience

Work history, roles, and key accomplishments

Team Coordinator

InTouch CX

Coordinated daily back-office team activity to ensure timely, accurate case resolution. Supported team members with guidance on complex cases and escalations, and collaborated across teams to maintain service quality.

Coordination Case Resolution Escalation Handling Collaboration Customer Support Back Office Operations

Subject Matter Expert (SME)

Concentrix

Promoted from Retention Agent to SME for outstanding performance. Retained at-risk customers, grew revenue through upselling and cross-selling, coached agents, handled escalations, and served as Acting Team Leader for one month.

Customer Retention Upselling Cross Selling Coaching Escalation Handling Team Leadership CRM Systems

Team Leader

Alorica

Promoted from Sales Representative to SME for top sales results, then advanced to Team Leader. Led a sales team, managed daily operations, scheduling, and performance against targets, coached on consultative selling, and handled escalations.

Team Leadership Sales Consultative Selling Coaching KPI Management Escalation Handling Scheduling performance reporting