Open to opportunities

Mahmoud Refaey

@mahmoudrefaey1

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Multilingual customer support specialist driving CSAT and retention across EMEA.

Egypt

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What I'm looking for

I seek a customer-focused role where I can use multilingual skills, CRM expertise, and mentoring ability to improve CSAT, retention, and team performance.

I am a multilingual customer support specialist with over five years’ experience delivering high-quality service at Amazon, Vodafone, and Concentrix. I consistently resolve high ticket volumes across phone, chat, and email, mentor new hires, and collaborate with escalation teams to reduce unresolved cases while improving CSAT and retention.

My strengths include complaint resolution, CRM platforms (Zendesk, Salesforce, Freshdesk), and performance-driven sales support, having exceeded sales targets and earned top-performer recognition. I bring a calm, solution-focused approach, fluency in Arabic, English and German, and a record of lifting customer satisfaction and conversion rates.

Experience

Work history, roles, and key accomplishments

Current

German-Speaking Customer Support

Current

Amazon

Jan 2022 - Present (3 years 9 months)

Resolved 90%+ of inquiries within SLA and managed 80+ tickets daily across chat, phone, and email, contributing to a 15% increase in CSAT and reducing unresolved cases by 25% via escalation collaboration.

Zendesk Salesforce Freshdesk Multilingual Support (German Arabic English)CSAT

Sales Advisor

Concentrix

Jan 2020 - Jan 2022 (2 years)

Delivered personalized sales solutions achieving 120% of monthly targets and improved conversion rates by 18%, consistently ranking in the top 10% for revenue contribution.

Sales Coaching CRM Upselling Revenue KPI Tracking Client Relationship Management Multilingual Communication

Customer Service Representative

Vodafone

Jan 2018 - Jan 2020 (2 years)

Handled 100+ calls daily with an 85% first-contact resolution rate, provided technical and billing support, and improved customer retention by 12%; awarded Top Performer (2019).

Technical Support Billing Support First Contact Resolutions Customer Retention CRM CSAT

Education

Degrees, certifications, and relevant coursework

Al-Azhar University

Bachelor's Degree, German Language & Literature

2016 - 2020

Completed a Bachelor's degree in German Language & Literature with coursework focused on German language, literature, and linguistics from 2016 to 2020.