Marwan Alaa

I’m a results-driven Escalation Specialist with 5+ years of experience, built on a strong foundation in Retention, Technical Support, and Sales. I resolve complex customer issues with a strategic, problem-solving mindset—keeping brand reputation intact while delivering exceptional service.

At Teleperformance, I managed escalated customer issues professionally and efficiently, identified root causes of dissatisfaction, and implemented strategies to enhance customer satisfaction and loyalty. I also analyzed customer feedback and data to improve retention strategies, developed reports on Data Security and Confidentiality for senior leaders, and supported operational excellence through consistent audits and document reviews.

At Ubisoft Entertainment, I oversaw player interactions, moderated discussions, and fostered a positive gaming environment. I developed engaging content for social platforms, increasing audience engagement and brand visibility while handling community concerns and controversies with care.