Youssf Hazem

• Retrieval-Augmented Generation (RAG): Build and maintain data pipelines, document chunking, and vector database integrations (e.g., Pinecone, Chroma) to feed accurate context to models.
• Prompt Engineering & Management: Design, version, and refine system prompts and instructions to maximize output accuracy and reliability.
• Agentic Workflows & Tool Calling: Implement function calling and multi

-Data Management & Integrity: Collect, organize, and maintain large-scale datasets from diverse sources, implementing quality control measures to eliminate inconsistencies and ensure data integrity.

-Reporting & Dashboard Development: Design, build, and maintain interactive dashboards, automated reports, and data visualizations to translate complex data into clear, actionable business insights.

• Conducted operational analysis on over 30,000 customer conversations ( 100,000 inbound and outbound emails ) and 2,500 daily support emails to identify trends and issues.
• Utilized Google Sheets and LLM models to enhance support analysis efficiency and accuracy.
• Analyzed customer pain points to drive continuous process improvement initiatives at Shiny Smile Veneers LLC.

• Designed and deployed an agent workflow extension that cut average ticket resolution time from 5 min to 2–4 min — saving a team of 20 agents ~40 hours/day and approximately $2,700/month in operational costs.
• Eliminated a recurring Human–API integration issue entirely, reducing related escalations to zero through process redesign and UX-driven tooling improvements.
• Managed 100+ daily support

• Maintained a 93% CSAT score and 90%+ quality rating while achieving the lowest AHT (2–5 min) on a 15-person technical support team — top-ranked across the team over a 5-month tenure.
• Resolved iCloud account issues, device malfunctions, and software bugs across iOS and macOS for international customers.
• Diagnosed connectivity and telecommunication issues using structured troubleshooting, ensu

Promoted to SME in recognition of strong product knowledge, troubleshooting accuracy, and case quality.
• Guided team members on complex cases and internal systems, supporting overall team performance.

• Provided broadband technical support to UK customers, diagnosing connectivity, performance, and service disruption issues.

Aug 2026

May 2025

Jul 2024

A Bachelor’s degree in Management Information Systems (MIS) blends business and technology, focusing on how to use information systems to solve problems, improve processes, and support decision-making. It covers areas like programming, database management, systems analysis, and project management, preparing graduates to connect business needs with the right technology solutions. MIS is all about c

Jan 2022