I’m looking for a remote KPI-driven Customer Support/Operations role where I can handle complex escalations, improve workflows with CRM data, and mentor teams—while delivering 90–95% CSAT and consistently exceeding SLA targets in a fast-paced global environment.
YALooking for a job
Youssef Ayman
@youssefayman3
Customer Support & Operations Specialist with 4+ years delivering KPI-driven, high-CSAT service globally.
EgyptWhat I'm looking for
I’m a Customer Support & Operations Specialist with 4+ years of experience delivering high-volume, bilingual support in English and Arabic for global brands including Amazon, Verizon, Samsung, and Walmart. I focus on clear communication, cultural adaptability, and consistent performance against KPIs like CSAT, SLA, AHT, FCR, and TPH.
I bring advanced hands-on expertise with CRM and ticketing platforms, efficiently managing complex escalations and technical inquiries across multi-channel environments. I’ve helped reduce operational inefficiencies through process optimization, mentoring, and data-driven problem solving—while maintaining 90–95% CSAT and exceeding SLA targets.
In my most recent role on the Samsung SENA Project, I delivered chat support via Sprinklr, maintained 90–95% quality and 90–95% CSAT, and supported metrics within target. I’ve also driven measurable improvements, including using DrChrono to reduce medical claim submission errors by 85%, and building an “All-in-One” technical database initiative that reduced Average Handle Time by 80% while supporting faster onboarding and stronger team performance.
Experience
Work history, roles, and key accomplishments
FODelivered chat support for the Samsung SENA project via Sprinklr, resolving technical and service-related inquiries. Managed 60–100 interactions daily while maintaining 90–95% CSAT and 95% quality scores, keeping TPH within target and exceeding SLA goals.
TRHandled Walmart order and package inquiries and managed escalations while coordinating shipping activities. Investigated carrier claims (FedEx and UPS) and delivered consistently SLA-adherent performance with quality scores above 90%.
TEProvided Verizon billing and Tier 1 technical support across multiple internal systems, ensuring SLA/KPI compliance. Resolved complex account issues and minimized escalations by 70%, while serving as an SME/mentor for new hires.
AMManaged 30–80 daily customer inquiries via phone, email, and chat while maintaining support KPIs in a fast-paced international environment. Built a centralized technical database that reduced Average Handle Time by 80% for Wave 1 and subsequent hiring waves.
Education
Degrees, certifications, and relevant coursework
FUFayoum University
Bachelor's Degree, English Literature
2020 -
Pursuing a Bachelor's degree in English Literature at Fayoum University. Ongoing coursework focused on literature study and analysis.
ESEF SET
EF SET English Certificate (C2), English Language Proficiency
Grade: 77/100
Earned an EF SET English Certificate at C2 proficiency level. Scored 77 out of 100.
Availability
Looking for a job
Location
EgyptAuthorized to work in
Salary expectations
12k-15k USD
Social media
Job categories
Customer Care RepresentativeCustomer Support SpecialistTechnical Support SpecialistOperations SpecialistMedical Billing SpecialistClient Support Operations SpecialistOperations Support SpecialistCustomer Service Operations SupportCustomer Support Operations Generalist (P&C)Customer Service SpecialistCustomer Care SpecialistCustomer Support
Skills
Customer SupportHigh Volume ManagementKPI TrackingCSATSLA ManagementEscalation ManagementTechnical SupportComplaint ResolutionCRMTicketing PlatformsProblem SolvingProcess ImprovementWorkflow OptimizationMentoringTrainingSprinklrZendeskFreshdeskSlackExcelGoogle SheetsUPSMedical Claims ProcessingCairoGmailJan Remote
Interested in hiring Youssef?
You can contact Youssef and 90k+ other talented remote workers on Himalayas.
Message YoussefFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
