Mohamed Walid

Fostered accountability and best-practice sharing to enhance first-contact resolution and team efficiency. Implemented tailored performance strategies based on KPI analysis, resulting in measurable gains in CEFR and resolution rate.

Handled numerous customer inquiries daily via phone, chat, and email, ensuring prompt and accurate solutions. Provided bilingual support in French and English to enhance customer experience.

Managed hundreds of client inquiries daily through phone and ticketing systems, ensuring timely and accurate resolutions. Supported AML processes by verifying customer identity, monitoring transactions, and flagging suspicious activities.

Handled complex customer inquiries, providing bilingual support (French and English) regarding technical and billing issues. Identified upselling opportunities for telecom services, contributing to increased customer engagement.

Mentored the Middle East PlayStation team by offering guidance in customer service, conflict resolution, and best practices in data entry. Supported teammates in handling complex cases, promoting collaboration and continuous improvement.

Managed multiple teams of 5-20 representatives. Responsible for all administrative tasks including timesheets, attendance records, audits (internal and external), and quality monitoring.

Responsible for the procurement of all facilities, utilities, stability, and process equipment. Established direct communication between general contractors, owners, and clients, ensuring adherence to schedules.

Earned IELTS certification from the British Council in June 2018.

Completed secondary school degree in Economics and Management in June 2015.