Open to opportunities

mohamed ibrahim

@mohamedibrahim10

I improve customer support quality, reduce escalations, and raise CSAT across international financial-services operations.

Egypt

Message

What I'm looking for

I'm looking for remote international customer experience or support quality roles where I can improve quality governance, coach teams, reduce escalations, and strengthen CSAT in compliance-sensitive support environments.

At Sutherland Global Services, I reduced client escalations by approximately 90% and improved CSAT by 15% within three months through coaching, calibration, and structured quality governance.

I lead internal and client-facing calibrations, perform compliance and hygiene checks, and analyze KPI trends to identify root causes, address repeat defects, and improve support-line performance.

I've also supported international money-transfer customers across voice, live chat, and email, resolving app, web portal, login, and payment issues through Zendesk and Salesforce. My background as a former Egyptian National Wrestling Team member brings discipline, resilience, and a strong performance mindset to customer experience work.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Quality Lead

Current

Sutherland Global Services

Sep 2025 - Present (1 year)

Reduced client escalations by approximately 90% and improved CSAT by 15% within three months through targeted coaching, calibration discipline, and structured quality governance. Led internal and client-facing calibrations, performed compliance checks, and tracked KPI trends to drive continuous improvement.