Marwan User
@marwanuser3
I lead call center teams to improve resolve rates, sales, and customer experience.
EgyptWhat I'm looking for
I've led high-performing teams on Sutherland's AT&T account, improving Resolve Rate trends, wireless sales, broadband sales, and customer experience.
As Team Manager, I served as the Resolve Rate Single Point of Contact across cluster and account levels, coached teams on self-service adoption and consultative selling, and maintained seven consecutive months of Green Scorecard performance. I also mentored newly hired team managers through weekly and monthly business reviews.
Previously, I supported production teams and nesting waves as a Customer Service Associate and Subject Matter Expert, resolving billing, technical support, and wireless sales inquiries while strengthening First Call Resolution through call-flow and problem-solving methods.
I'm now supporting US customers remotely at Audient Hearing, combining patient customer care, retention strategies, consultative recommendations, and strong CSAT performance across phone and digital channels.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Audient Hearing
Nov 2025 - Present (9 months)
Delivered exceptional remote customer support for a US-based audience, managing relationships with diverse demographics and consistently meeting conversion targets through consultative recommendations.
Led a team on the AT&T account, championing self-service adoption and improving Resolve Rate. Oversaw CPP allocation, trained teams on consultative selling, and mentored new team managers.
Resolved complex customer inquiries in billing, technical support, and wireless sales while driving Resolve Rate and FCR metrics. Supported teams as an SME with coaching and process guidance.
Education
Degrees, certifications, and relevant coursework
Marwan hasn't added their education
Don't worry, there are 90k+ talented remote workers on Himalayas
Tech stack
Software and tools used professionally
Availability
Location
EgyptAuthorized to work in
Job categories
Skills
Interested in hiring Marwan?
You can contact Marwan and 90k+ other talented remote workers on Himalayas.
Message MarwanGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
