Youssef M.
Mid-Level Customer Operations Specialist
Open to offersNew to PlatformAbout
Youssef M. is a seasoned Operations & Customer Success Specialist with over three years of experience spanning Customer Operations, Sales, and Technical Support. Currently furthering his expertise as a data science student, he leverages a robust academic background and practical insights to enhance business processes. Youssef's career began at Transcom Egypt, where he advanced to Team Lead, mentoring over 15 agents and developing troubleshooting guides that reduced case re-opens by 18%. Following this, he excelled as a Collection Agent at Intelcia Cairo, where through adept negotiation, he consistently exceeded monthly KPIs in financial recovery. At Dial Expert, he managed the full enrollment process for debt relief programs, while at Supreme Remodel, he adeptly handled high-volume lead generation for property improvement projects. Youssef’s technical prowess in tools like Python and Excel is complemented by impressive skills in CRM, reflecting his capability to craft data-driven solutions and manage complex client interactions.
Experience
Cold Caller/ Appointment Setter
Supreme Remodel · 2026 — PresentManaged outbound lead generation campaigns focused on homeowners for home improvement projects. Prequalified clients based on project parameters to schedule consultations with contractors. Ensured data accuracy in dialing systems to effectively track responses and schedule follow-ups.Sales Representative
Dial Expert · 2025 — 2026Oversaw the enrollment process for debt relief programs, facilitating initial contact to closing deals. Engaged directly with customers to build trust and assess their financial needs while explaining service benefits. Assisted clients through the sign-up process to enhance their confidence in decisions.Collection Agent
Intelcia Cairo · 2025 — 2025Managed recovery efforts for overdue accounts, achieving an 85% success rate through negotiation and adherence to compliance. Exceeded monthly KPIs in a fast-paced setting while handling over 30 complex customer interactions daily and utilizing de-escalation techniques.Customer Service Representative (Email)
5CA · 2024 — 2025Addressed 40+ email inquiries daily with a 95% first-contact resolution rate. Delivered support aligned with brand standards while maintaining professionalism. Troubleshot account issues and collaborated with technical teams on more complex cases, ensuring timely responses.Subject Matter Expert (SME) & Team Lead Support
Transcom Egypt · 2023 — 2024Mentored over 15 agents through in-person coaching to enhance team performance. Developed new troubleshooting guides and best-practice documentation, leading to an 18% reduction in case re-open rates. Handled high-level escalations to ensure customer satisfaction and protect company interests.Customer Service Representative
Transcom Egypt · 2023 — 2023Achieved the highest ranking on the floor with a 96.3% Customer Satisfaction (CSAT) score. Maintained an average handle time of 315 seconds while addressing over 60 multi-channel inquiries daily. Effectively diagnosed and resolved technical issues, contributing to high first-contact resolution rates.
Skills & Expertise
Education
- B.Sc. Computer Science – Data Science MajorSadat Academy For Management Sciences · 2023 — Present
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