Open to opportunities

Mohamed Mamdouh

@mohamedmamdouh

Message

Telecommunications performance coach who drives CSAT, FCR, and retention through real-time support.

Egypt

Message

What I'm looking for

I’m looking to coach and support customer-facing teams end-to-end—improving CSAT, AHT, and FCR—while using modern CRM tools to resolve escalations quickly. I want to contribute to reliable, transparent, human-centric communication services.

I’m a Telecommunications Specialist and Performance Coach with an end-to-end focus on customer care, technical troubleshooting, and team leadership. At Intelcia Egypt, I progressed from front-line support to Performance Coach and Client Process Expert, strengthening both customer outcomes and day-to-day execution.

I monitor team calls, audit performance metrics, and provide proactive floor support to streamline workflows and improve KPI performance. I apply first-contact resolution (FCR) frameworks to reduce repeat call volumes, and I handle complex escalations to secure decisive issue resolution and protect client retention.

My approach blends structured coaching with consultative selling—daily briefings, agent coaching, and alignment with CRM protocols and system updates. I’m motivated to align with Community Phone’s mission to provide reliable, transparent, and human-centric communication services.

Experience

Work history, roles, and key accomplishments

Current

Performance Coach & Client Expert

Current

Intelcia Egypt for Communications (Optimum Account)

Jun 2024 - Present (2 years 1 month)

Coached customer service teams through daily floor support, operational briefings, and performance monitoring to improve CSAT and optimize Average Handle Time (AHT). Managed complex escalations and implemented first-contact resolution (FCR) frameworks to reduce repeat calls while driving consultative sales and retention.

Performance Coaching Team Leadership CSAT Average Handle Time First Contact Resolutions Floor Support Consultative Sales Escalation Management Customer Retention Ticketing Systems Zendesk HubSpot Slack

Technical Support, Billing & Retention

Intelcia Egypt for Communications (Optimum Account)

Jun 2023 - Jun 2024 (1 year)

Provided end-to-end technical support for Internet, TV, and Home Phone services, resolving complex customer issues. Handled billing inquiries via ticketing systems and supported customer retention by addressing at-risk accounts and identifying upselling opportunities to drive revenue growth.