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Mohamed Tarek

@mohamedtarek

Remote CX leader with 6+ yrs scaling support teams, improving workflows, and sustaining 95–97% CSAT across global tech platforms.

Egypt

Message

What I'm looking for

I'm looking for a remote role in Customer Experience, Customer Success, Operations, Account Management, or Sales. With 6+ years supporting global brands, I've consistently delivered 95–97% CSAT, improved processes, and strengthened customer relationships. I thrive in fast-growing companies where I can drive customer loyalty, operational excellence, and business growth.

Customer Experience & Operations Leader with 6+ years of experience helping global companies scale customer support, improve retention, and build high-performing remote teams across ecommerce, ride-hailing, telecommunications, SaaS, and payments.

I've consistently delivered 95–97% CSAT while operating in some of the world's most demanding customer environments, including Amazon, Vodafone UK, and Yango. My background combines frontline customer expertise with operational leadership—allowing me to identify root causes, optimize workflows, reduce escalations, and improve the customer journey at scale.

At Yango, I manage 400+ daily support cases across EMEA and CIS markets while maintaining top-tier KPI performance. I've been trusted to mentor new agents, lead onboarding initiatives, and collaborate directly with engineering and operations teams to accelerate issue resolution and improve service reliability.

What sets me apart is my ability to bridge the gap between customers, support teams, and business objectives. I don't just solve customer problems—I build systems that prevent them from happening again.

Core strengths include:

• Customer Experience Strategy
• Customer Success & Retention
• Remote Team Leadership
• Support Operations Management
• Zendesk & Salesforce Administration
• KPI, CSAT & SLA Optimization
• Process Improvement & Workflow Design
• Escalation Management
• Technical Troubleshooting
• Cross-Functional Collaboration
• Root Cause Analysis
• EMEA & Global Customer Operations

Currently open to remote opportunities in Customer Experience Leadership, Customer Success, Support Management, Operations Leadership, and Head of CX roles. Available worldwide.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Specialist

Current

Yango Group

Apr 2025 - Present (1 year 2 months)

Resolved 400+ support tickets/day across chat, email, and in-app channels for Yango’s ride-hailing platform in EMEA & CIS, maintaining 95% CSAT under high-volume pressure. Operated the internal CRM and monitoring stack, led incident escalations and root-cause reporting, and earned top KPI ranking for 6 consecutive months while mentoring new agents.

Customer Support CRM Live Monitoring Dashboards Incident Escalation Root Cause Analysis Fraud Detection Tools GPS Trip Data Troubleshooting Payment Failure Diagnosis Customer Satisfaction (CSAT)Team Mentorship

Customer Service Representative

Amazon

Dec 2023 - Feb 2025 (1 year 2 months)

Delivered end-to-end support for Amazon e-commerce customers, resolving order disputes, refund escalations, and account issues while achieving 97% CSAT. Managed complex multichannel inquiries in Amazon’s proprietary CRM environment and used empathy-led, resolution-first communication to reduce repeat contacts and escalations.

Customer Support CRM Escalation Handling Case Management Order Dispute Resolution Refund Processing Account Support Multichannel Support Customer Retention Quality & Speed Benchmarks Customer Sentiment Management

SEO Specialist

Pure Health Pro

Jan 2024 - Dec 2024 (11 months)

As the Founder and Content Creator at Pure Health Pro, I developed and executed comprehensive SEO strategies that resulted in a 250% increase in organic traffic within the first year. I focused on technical SEO, content optimization, and user engagement, achieving multiple high-ranking pages for competitive keywords and improving site performance scores by 30%.

SEO Technical SEO Keyword Research Analytics Link Building User Engagement Local SEO Competitor Analysis

Customer Service Representative

Vodafone UK

Mar 2020 - Aug 2023 (3 years 5 months)

Managed 150+ weekly customer contacts across phone, email, and live chat for Vodafone UK, resolving billing disputes, technical faults, and plan changes while maintaining a 95% satisfaction rate. Used Zendesk and Salesforce to track interactions, ensure SLA compliance, maintain audit trails, and exceed monthly KPIs, including revenue upselling and strong first-contact resolution.