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Mai Nazem

@mainazem

Customer Service Manager at Independent contractor, who raised S-CAT scores by 35% and achieved 95% customer satisfaction.

Egypt

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What I'm looking for

I’m looking to connect with teams building high-impact customer experience or operations functions, especially where I can help scale service delivery without sacrificing quality.

At Independent contractor, I lead and develop a remote customer support team. I introduced QA frameworks and performance systems that increased S-CAT scores by 35%.

I also designed a training program and centralized knowledge base to improve onboarding and product expertise. By resolving complex escalations, I achieved a 95% customer satisfaction rate and reduced escalations by 40% within six months.

At Uber, I handled high-severity safety and escalation cases, including sensitive incidents involving law enforcement. I maintained a 95% customer satisfaction rating and supported onboarding and training for more than 10 new hires.

Earlier at Uber, I provided multilingual support across phone, email, and live chat, achieving 96%+ customer satisfaction. I’ve also worked in customer service at OSN, sales, English-to-Arabic translation, and journalism.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Manager

Current

Independent contractor

Dec 2023 - Present (2 years 10 months)

- Successfully led and developed a team of 12 remote customer support professionals, overseeing day-to-day operations, performance optimization, and cross-functional collaboration to elevate service delivery and operational excellence.
- Designed and launched a robust training program and centralized knowledge base, boosting team onboarding efficiency and product expertise.
- Introduced new QA fra

Customer Experience Specialist | Live Chat & Escalation Support | Knowledge Base

Independent contractor

Jun 2022 - Dec 2023 (1 year 6 months)

- Played a key role in delivering fast, reliable, and solution-oriented support across high-volume live chat channels, focusing on first-contact resolution, customer satisfaction, and seamless user experiences.
- Demonstrated advanced problem-solving skills and exceptional attention to detail while resolving diverse customer inquiries—including technical issues, order modifications, billing disput

Senior Escalation & Safety Investigation Specialist | Trust & Safety | Crisis Ma

Uber

Jul 2018 - Jun 2022 (3 years 11 months)

- Served as a frontline leader in resolving complex, high-severity escalations involving customer safety, public relations risks, and regulatory compliance. Acted as a strategic liaison between customers, internal departments, and external stakeholders, while upholding Uber’s commitment to service integrity and safety.
- Spearheaded the resolution of sensitive and high-risk escalations, coordinati

Customer Support Specialist

Uber

Jun 2017 - Jun 2018 (1 year)

- Delivered high-quality, multilingual customer support at Uber, managing a high volume of inquiries across phone, email, and live chat channels in a fast-paced, global support environment.
- Consistently achieved 96%+ customer satisfaction (CSAT) by delivering prompt, empathetic, and solutions-focused support across various service lines, including rides, Eats, and delivery operations.
- Utilized

Customer Service Representative

OSN

Jan 2016 - May 2017 (1 year 4 months)

Over 2 years of diverse customer support experience encompassing financial services, technical support, scheduling in-home services, phone inquiries, mail support, and order status updates.
Handled nearly 90 calls daily, assisting customers with product usage, billing, technical issues, and general inquiries.
Communicated customer sentiment trends and handled escalated customer calls, demonstratin

Salesperson

FAS (Financial advising service)

Apr 2014 - Dec 2015 (1 year 8 months)

Experienced and efficient sales representative adept at persuading credit card holders to utilise our financial advisory services via phone, while managing diverse client accounts.
Successfully introduce new business to meet or surpass monthly targets, ensuring high levels of client satisfaction through proactive communication and service delivery.
Analyse client objectives and market dynamics to

English to Arabic Translator

Freelance

Jan 2013 - Apr 2014 (1 year 3 months)

Translated text projects, including research for master's degree holders, website content, news articles, and corporate
reports.
Stayed current with the latest English‑language idioms and cultural references to allow for hyper‑realistic translations for
modern publications.
Provided translations and explained meanings of ideas to enable people of different languages and cultures to
communicat

Journalist

newspaper Libya

May 2009 - Jul 2011 (2 years 2 months)

- Proactively monitored community conversations and trending developments to identify timely, relevant story angles for digital and print publication.
- Produced an average of 12 high-impact articles per month, combining research, interviews, and data analysis—generating 10,000+ monthly views across web and print platforms.
- Mentored and led a team of up to 6 editorial interns each semester, prov