Ahmed M.

Ahmed H. is a results-driven professional with more than 5 years of cross-functional expertise in the call center and customer service industries. His experience spans across technical support, back-office administration, and operational team management. Ahmed has demonstrated proficiency in optimizing workflows and handling complex billing disputes while adhering to strict Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). He is highly skilled in enterprise CRM platforms such as Salesforce, Zendesk, Amdocs CRM, and Clarify CRM, as well as in using telephony tools like Coral Softphone and Alianze. At companies like Teleperformance and Apex Recruitment Agency, he excelled in managing omni-channel customer interactions with high First Contact Resolution rates and leading teams to meet performance benchmarks. His capabilities include process workflow optimization, SLA compliance, and quality assurance, with a focus on enhancing operational efficiency and customer satisfaction.