Open to opportunities

Reda El Abassy

@redaelabassy

Message

I help cybersecurity customers adopt products through technical support, onboarding, and retention.

Morocco

Message

What I'm looking for

I'm looking to help customers adopt and retain cybersecurity or IT products through technical support, onboarding, relationship management, and collaboration with product and engineering teams.

At Nord Security, I deliver Tier 1 and Tier 2 support across Windows, macOS, Linux, and mobile environments, resolving VPN, firewall, antivirus, billing, access, and configuration issues. I onboard new users, work with DevOps and engineering on edge cases, and maintain 95% CSAT across chat and email.

Previously at Teleperformance, I led Quality Analysts, designed quality assurance processes, coached teams, and used performance evaluations to improve customer satisfaction and service delivery.

I also managed global voice and messaging accounts at AM Associes, optimizing CLI, non-CLI, and CC routing while negotiating rates, maintaining SLA compliance, and coordinating incident resolution with NOC and technical support teams.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Nord Security

Jan 2024 - Present (2 years 7 months)

Delivered Tier 1 & 2 support for Nord Security customers across Windows, macOS, Linux, and mobile environments. Diagnosed VPN, firewall, and antivirus issues; collaborated with DevOps and engineering teams to resolve edge cases. Onboarded new users and guided them through initial product setup, increasing activation rates and satisfaction. Resolved billing, access, and configuration issues, with 9