Looking for a job

Mark Nader

@marknader

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Customer Support Leader, Senior Account Manager, Automation Engineer and Process Optimization.

Egypt

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What I'm looking for

I am looking for a stable work environment where I can grow, build, add to my skills, and continue to contribute to the organization, adding value through my skills, expertise, and strive for success.

Customer Support Leader with nearly 10 years of experience in the toughest industries across customer service, technical support, customer success, account management, and project coordination, supporting customers across the U.S., Canada, and U.K. Proven ability to step into complex, fast-moving environments, bring structure to fragmented processes, and take ownership from customer acquisition through project completion. Experienced in managing high-volume pipelines, cross-functional teams, and cross functional coordination. Experienced in building SOPs, knowledge bases, operational workflows, KPIs, CRM processes, escalation frameworks, and automated support systems. Combines strong customer empathy and communication with operational awareness, process improvement, and a deep focus on measurable outcomes.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Manager

Current

Prime Steel Manufacturing

Nov 2024 - Present (1 year 11 months)

Created support SOPs, automations, and workflows to increase efficiency. Managed 1000+ accounts, implemented KPIs and dashboards, and integrated AI tools to improve support operations.

SOP Development Automation HubSpot KPI Implementation Reporting AI Chatbots Support Agent Risk Management Escalation Management VIP Account Management

Customer Support Manager

Viking Manufacturing

Jul 2023 - Nov 2024 (1 year 4 months)

Built a full ticketing system using HubSpot CRM, directed a global support team, and reduced ticket closing time from 30 days to one week. Implemented performance metrics and dashboards, and designed a comprehensive support manual and knowledge base.

HubSpot Ticketing Systems Performance Metrics Dashboarding Team Leadership Quality Checks Escalation Management Knowledge Base B2B Growth Vendor Relations

Customer Service Expert & Acting Team Lead

Teamwhale – OlympTrade

May 2021 - Jul 2023 (2 years 2 months)

Handled escalated and complex inquiries from VIP clients, supported customers across the MENA region, and collaborated with compliance, risk, payments, and technical teams. Maintained detailed records and analyzed recurring issues to improve service delivery.

Customer Service VIP Support KYC AML Fraud Prevention Cryptocurrency Blockchain CRM Escalation Handling Bilingual Customer Support (English Arabic)

Customer Service Representative

Suddenlink Communications

Jul 2019 - Mar 2020 (8 months)

Responded to customer queries, resolved issues, and provided exceptional customer service. Supported property owners, property managers, and travelers via phone and email, and followed escalation procedures.

Customer Service Issue Resolution Escalation Procedures Communication Skills

Customer Service Representative

Expedia Group

Jul 2018 - Dec 2018 (5 months)

Engaged with traveling customers, determined their needs, and consulted on destinations, transportation, travel dates, costs, and accommodations. Provided exceptional customer service and supported property owners and managers.

Customer Service Travel Consulting Communication Skills Escalation Procedures

Customer Service Representative

Vodafone UK Limited

Jun 2016 - Jul 2018 (2 years 1 month)

Provided professional first technical point of contact for customers, conducted initial diagnostics, and performed technical escalations in line with company procedure.

Technical Support Diagnostics Escalation Management Customer Service