Open to opportunities

Mohamed Abouelhamd

@mohamedabouelhamd

Message

Experienced Quality Coach and Call Center Specialist with a passion for excellence.

Egypt

Message

What I'm looking for

I am looking for a role that values service excellence and offers opportunities for professional growth.

I 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.

Experience

Work history, roles, and key accomplishments

Current

Quality Coach

Current

OTB & H65

Jan 2025 - Present (5 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.

Quality Assurance Coaching Salesforce Call Evaluation

Quality Coach

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.

Quality Assurance Coaching KPIs Customer Satisfaction

Cashier Supervisor

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.

Team Management Customer Service Problem Solving