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Youssef El Moushy

@youssefelmoushy

Client support and CRM coordinator at PeakPoint, resolving 40–60 daily tickets and maintaining lead pipelines in Excess Elite CRM.

Egypt

Message

At PeakPoint, I resolved 40–60 tickets a day across inbox, live chat, and voice, and maintained lead records and pipeline status in Excess Elite CRM.

I created follow-up SOPs to keep next steps on track, coached agents on ticket handling and CRM data entry, and shared daily reports on ticket volume, CSAT, and response times.

At Texan Builders, I coordinated client and field-team scheduling and averaged about 15 confirmed appointments per week against a target of 3. Earlier, I supported customers at Sutherland on the Cricut account and at Vodafone UK, earning certified top-three CSAT recognition at Sutherland.

Experience

Work history, roles, and key accomplishments

CRM & Client Support Coordinator

PeakPoint

Jan 2024 - Jan 2026 (2 years)

Resolved 40-60 tickets/day across inbox, live chat, and voice by streamlining handoffs between queues. Coordinated scheduling and workload distribution to maintain consistent team coverage.

Excess Elite CRM Zendesk Zoho Halo Google Workspace Microsoft 365 Asana Trello Podio Slack Zoom Google Meet Reporting Analytics SOP Development Coaching

Dispatch Coordinator

Texan Builders

Jan 2024 - Jan 2025 (1 year)

Coordinated scheduling between clients and field teams, confirmed appointments, and ensured on-time dispatch. Averaged ~15 confirmed appointments per week against a target of 3, maintaining real-time communication.

Scheduling Appointment Setting Communication Skills Coordination

Customer Support Lead

Customer Support Team

Jan 2022 - Jan 2024 (2 years)

Tracked individual and team KPIs for an international account and flagged service gaps early. Ran coaching sessions on communication quality and issue resolution, reducing repeat contacts.

KPI Tracking Coaching Communication Skills Issue Resolution Reporting

Technical Support

Sutherland

Jan 2021 - Jan 2022 (1 year)

Resolved product-related technical issues via chat and voice for a US consumer brand. Averaged 90%+ CSAT against an 80% target, ranking among the top 3 agents (certified).

Technical Troubleshooting Customer Support Live Chat Voice support CSAT

Customer Service Representative

Vodafone UK

Jan 2019 - Jan 2021 (2 years)

Resolved a high daily volume of inbound billing, technical, and service inquiries. Averaged 40-60% CSAT against a 20% target, and 90%+ first-contact resolution against a 70% target.

Customer Service Billing Support Technical Support Inbound Calls CSAT