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MA@mohamedabouelhamd
Experienced Quality Coach and Call Center Specialist with a passion for excellence.
EgyptI am an experienced Quality Coach and Call Center Specialist with over 7 years in the customer service and telecommunications industry. My journey has been marked by a proven track record in performance evaluation, agent coaching, and quality assurance across major telecom accounts such as Vodafone, Orange, and WE. I take pride in my ability to identify service gaps, deliver actionable feedback, and drive improvements in team performance.
Currently, I work as a Quality Coach in the insurance sector, where I coach call center agents and perform regular call evaluations to analyze performance trends. My previous roles have allowed me to develop strong skills in Salesforce, CRM platforms, and QA tools. I am bilingual in Arabic and English, which enhances my ability to communicate effectively and deliver service excellence.
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Work history, roles, and key accomplishments
OTB & H65
Jan 2025 - Present (10 months)
Coached call center agents for leading insurance projects, performed call evaluations, and delivered structured feedback to enhance call quality. Utilized Salesforce and QA systems for reporting and performance tracking.
IntouchCX
Jun 2022 - Jan 2025 (2 years 7 months)
Promoted from agent to quality coach, monitored KPIs, conducted call scoring, and led coaching sessions to elevate agent performance and customer satisfaction.
Carrefour Egypt
Jan 2020 - Jan 2022 (2 years)
Managed cashier teams and oversaw daily operations, ensuring service excellence and efficient issue resolution. Promoted from cashier to supervisor within six months.
Orange Egypt
Jul 2019 - Jan 2020 (6 months)
Responded to customer inquiries and provided solutions for billing, technical problems, and account-related services.
Vodafone Egypt
Jul 2017 - Jul 2019 (2 years)
Served Arabic and English-speaking customers, delivering high-level support for mobile products and services.
WE Telecom
Jan 2016 - Aug 2017 (1 year 7 months)
Provided customer assistance for telecom services, handling complaints, service disruptions, and account issues.
Degrees, certifications, and relevant coursework
CUBachelor of Law, Law
2012 - 2016
Completed a Bachelor of Law (LL.B.) at Cairo University, focusing on various aspects of legal studies and practices.
Software and tools used professionally
EgyptYou can contact Mohamed and 90k+ other talented remote workers on Himalayas.
Message Mohamed
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