Shady Sabry
@shadysabry
Remote-ready customer support specialist improving SLA, QA, and metrics through multilingual, chat/email expertise.
EgyptWhat I'm looking for
I’m a remote-ready customer support specialist with 3+ years of experience in high-volume BPO environments (Teleperformance, Concentrix, Majorel). I focus on measurable outcomes—reducing Average Handling Time by 15%, lowering repeat complaints by 10%, and sustaining strong customer satisfaction through structured troubleshooting and empathy-driven communication.
At Teleperformance, I streamline case documentation to deliver SLA adherence and accurate TrueAct ticketing workflows, handling high-volume live chat and email while maintaining First Contact Resolution and consistent weekly CSAT results. At Concentrix, I resolved complex international flight and travel complaints, achieving Top CSAT ranking and maintaining 100% compliance with aviation regulations through meticulous documentation standards.
I bring QA capability that scales: at Majorel I was promoted to Quality Review Auditor within 6 months, auditing agent correspondence with 95%+ compliance and managing airline compensation requests with zero regulatory violations. I’m Google Data Analytics and SQL-certified, and I’m seeking a fully remote role where strong written communication, QA expertise, and customer-first thinking drive impact.
Experience
Work history, roles, and key accomplishments
Reduced Average Handling Time (AHT) by 15% by identifying workflow bottlenecks and streamlining case documentation. Resolved high-volume chat/email inquiries with consistent First Contact Resolution (FCR) and maintained SLA adherence using TrueAct.
Achieved top CSAT ranking by resolving complex international flight and travel complaints with clear, accurate communication. Reduced repeat complaint volume by 10% through root-cause analysis and escalated systemic issues to operations.
Lead Generation Specialist
Pbs Real Estate Agency
Oct 2023 - Dec 2023 (2 months)
Generated 40+ qualified leads per month by conducting targeted outreach and maintaining accurate CRM documentation across touchpoints. Improved pipeline tracking through consistent data hygiene and follow-up logging.
Data Entry Specialist
Covo Connect
Jul 2023 - Oct 2023 (3 months)
Achieved 99.8% data accuracy by implementing a double-check process for large-scale dataset entry and quality review. Increased data processing throughput by 15% above department average while maintaining 60 WPM typing speed.
Promoted to Quality Review Auditor within 6 months by exceeding compliance benchmarks and demonstrating strong written communication. Audited agent correspondence with 95%+ compliance and managed airline compensation requests with zero regulatory violations.
Education
Degrees, certifications, and relevant coursework
Ain Shams University
Bachelor's Degree, French Literature
Earned a Bachelor's Degree in French Literature from Ain Shams University, graduating in 2025.
Collège Saint Joseph Khourounfish
High School Diploma
Earned a High School Diploma from Collège Saint Joseph Khourounfish, graduating in 2021.
Availability
Location
EgyptAuthorized to work in
Job categories
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