Martin Gohary

Directed the strategy for digital customer experience and operations, ensuring a seamless, integrated customer journey that aligns with overall business goals, resulting in a 20% increase in NPS and a 25% reduction in customer complaints. Managed the integration of advanced systems such as Zendesk and Intercom, implementing robust and scalable solutions to enhance the customer experience, leading

Managed and mentored a team of 4 direct reports in providing support to 10,000 merchants, overseeing all aspects of onboarding, account management, and technical integrations with exemplary results. Created highly effective training materials for our BPO partners, resulting in a remarkable 343% increase in cases answered within just 6 months, showcasing excellent leadership skills and ability to d

Demonstrated expertise in designing and implementing a highly effective QA scorecard to accurately track and evaluate the quality scores of our agents, leading to a remarkable increase in average quality scores from 85% to an outstanding 97.5%. Successfully developed and implemented a comprehensive training program to re-train BPOs in handling merchant support tickets, resulting in highly efficien

Displayed outstanding expertise in streamlining CX processes, resulting in a remarkable reduction of backlog tickets from 8k to just 1.2k, showcasing problem-solving and analytical skills. Successfully implemented a comprehensive report that synthesizes all the relevant data into an easy-to-read format, providing valuable insights and representation for CX in our CX/PM meetings, and demonstrating

Completed a Bachelor of Science degree focused on the music business. Gained comprehensive knowledge in areas such as music production, marketing, and industry operations.

Obtained a Certificate in Jazz Studies, focusing on advanced musical performance and theory. Developed expertise in jazz improvisation and ensemble playing.