Saleh Ahmed
@salehahmed2
I improve customer support quality, resolution, and satisfaction across global BPO accounts.
EgyptWhat I'm looking for
At Concentrix on the Booking.com account, I conduct 100+ monthly multilingual quality evaluations and redesign escalation and SLA protocols. My work improved first-call resolution by 15%, cut resolution time by 20%, and lifted CSAT by 10 points in one quarter.
I've built my customer support career across Booking.com, Telecom Egypt, Vodafone, and Atheel Contact Center, handling voice, chat, tickets, technical troubleshooting, and high-volume 24/7 operations. At Telecom Egypt, I handled 50+ daily inbound calls and achieved a 98% first-call resolution rate.
I'm a COPC-aligned Quality Evaluator and trilingual in Arabic, English, and Hebrew. I also coach teams, having improved junior specialists' KPIs by 30% and trained content moderators to raise accuracy by 25%.
Experience
Work history, roles, and key accomplishments
Conducted 100+ monthly QA evaluations of multilingual customer support interactions, improving FCR by 15%. Redesigned escalation and SLA protocols, cutting resolution time by 20% and lifting CSAT by 10 points in one quarter.
Handled day-to-day partner support interactions, improving operational efficiency and partner experience. Mentored junior Partner Support Specialists through live customer situations and knowledge transfer.
Directly resolved customer inquiries via phone and chat with a focus on first-contact resolution and retention. Maintained high accuracy and empathy standards while meeting team efficiency targets.
Content Moderation & Development Trainer
Atheel Contact Center
Jan 2021 - Mar 2021 (2 months)
Trained and coached 15+ content moderators, raising accuracy by 25% and cutting onboarding time by 30%. Conducted daily quality audits ensuring 99.9% policy compliance across live content.
Technical Support Specialist
Telecom Egypt
Sep 2019 - Jan 2021 (1 year 4 months)
Handled 50+ daily inbound calls in a 24/7 call center, achieving a 98% First Call Resolution rate. Improved CSAT scores by 15% over six months through clear, empathetic technical communication.
Resolved 1,000+ technical support tickets via phone and chat, maintaining 95% customer satisfaction. Reduced escalations by 20% and helped pilot a protocol that cut average resolution time by 25%.
Education
Degrees, certifications, and relevant coursework
Concentrix Global Courses
Certified Evolve Quality Evaluator (COPC-aligned), Quality Evaluation
2023 - 2023
Earned the Certified Evolve Quality Evaluator (COPC-aligned) certification in 2023.
Ain Shams University
Bachelor of Arts, Hebrew Language and Literature
2018 - 2022
Completed a Bachelor of Arts in Hebrew Language and Literature part-time while working full-time.
Tech stack
Software and tools used professionally
Availability
Location
EgyptAuthorized to work in
Salary expectations
Social media
Skills
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