Open to opportunities

Mahmoud Hemdan

@mahmoudhemdan

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Contact center SME with 6+ years improving CSAT, AHT, Quality through coaching.

Egypt

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What I'm looking for

I’m looking for a fast-paced, multi-channel contact center role where I can own escalations, coach agents, and drive measurable KPI improvements through quality audits, KPI monitoring, and continuous process improvement.

I’m a customer-focused Subject Matter Expert with 6+ years across high-volume, multi-channel contact center operations. I consistently surpass CSAT, AHT, and Quality KPIs by combining rapid escalation support with disciplined performance management.

In my SME role at Sutherland, I owned complex escalations and delivered real-time agent support to reduce resolution time. I coached and mentored team members, contributing to a 10%–15% improvement in quality scores.

I also deliver strong day-to-day customer outcomes as a Customer Service Agent, handling voice and chat at scale while maintaining 92%–95% CSAT and accurate CRM case tracking. I monitor CSAT, AHT, Quality, adherence, and proactively escalate operational risks.

From inbound support to outbound sales and technical support, I bring a practical, problem-solving mindset—engaging customers, handling objections, and ensuring compliance with SLA requirements through quality audits and structured process improvement.

Experience

Work history, roles, and key accomplishments

Subject Matter Expert (SME)

Sutherland

Jun 2025 - Feb 2026 (8 months)

Served as primary SME for complex escalations, providing real-time agent support and reducing resolution time. Coached team members, monitored CSAT/AHT/Quality and schedule adherence, and conducted quality audits to support SLA compliance across back-office and chat operations.

Escalation Handling KPI Management CSAT AHT Quality monitoring Quality Audits SLA Chat Back Office Support

Customer Service Agent

Sutherland

Nov 2024 - Jun 2025 (7 months)

Delivered voice and chat support in a high-volume environment, consistently achieving KPI targets and maintaining 92%–95% CSAT. Resolved customer inquiries efficiently while maintaining accurate CRM records and case tracking.

Customer Service Call Center Operations Chat KPI Management CSAT AHT Quality CRM Systems

Outbound Customer Service & Sales Agent

Call Geeks

Jan 2024 - Nov 2024 (10 months)

Met and exceeded sales, quality, and productivity targets while engaging customers to promote services. Handled objections to increase conversion rates and built customer relationships to improve long-term satisfaction and brand loyalty.

Outbound Customer Service Sales Objection Handling Customer Relationship Management KPI Management Quality

Technical Support & Sales Representative

UX Centers

Jan 2020 - Jan 2021 (1 year)

Resolved technical issues and product inquiries, delivering clear customer solutions. Consistently achieved service quality and customer satisfaction targets while supporting both technical support and sales needs.

Technical Support Customer Service Sales Customer Satisfaction Quality Assurance