Resume Customer Service Leader in Qatar Umm-Salal

• Escalation Team Lead – Concentrix (Dec 2025 – Present) • Team Lead – Concentrix (Nov 2025 – Dec 2025) • Subject Matter Expert – Concentrix (Sep 2025 – Nov 2025) • Escalation Officer – Concentrix (Nov 2024 – Sep 2025) • Customer Support Agent – Concentrix (Jul 2023 – Nov 2024) • Appointment Setter – PWRD / Modernize (Jan 2025 – Jun 2025) • Customer Service & Technical Support – UX Centers / Altice USA (Apr 2022 – Oct 2022) • Customer Service Rep – Vodafone UK (VSS) (Aug 2019 – Jan 2020) • Co-Founder & Creative Producer – Bloopers Media Productions (Jul 2018 – Aug 2019) • Entertainment Coordinator – Monte Carlo Sharm Resort & Spa (Aug 2016 – Dec 2016)

• Bachelor’s Degree in Mass Communication — Pharos University, Alexandria (2016 – 2020)

• Escalation Management • SLA & KPI Delivery • Root-Cause Analysis • Workforce Scheduling • Process Improvement • CRM & Documentation • Team Leadership & Coaching • Cross-functional Collaboration

Arabic English

• Self-taught guitarist and session musician (contributed to Thorvald’s Blood Eagle album, 2015) • Former Alexandria National Team field hockey player • Avid reader of psychology, politics, and history