Mohamad Ashour

I've supported customer operations across Mico World (SUGO App), Noon Food, Mercedes-Benz Egypt, retail, and banking, handling high-priority escalations, VIP support, and partner relationships.

At Mico World, I maintained 99% CSAT and a 95% SLA resolution rate for VIP users, agencies, and business partners. I increased partner satisfaction from 87% to 98% and improved ecosystem performance by 10% through workflow optimization and AI-assisted investigations.

At Noon Food, I managed 500+ high-priority escalations each month, reduced handling time by 30%, and improved restaurant partner satisfaction by 25%. I also trained and mentored 15+ Operations Representatives in root cause analysis and escalation handling.

I've led teams of up to 36 advisors, managed executive customer complaints, and supported more than 200,000 customer interactions. I bring practical experience in customer success, SLA management, KPI analysis, process improvement, and cross-functional collaboration.