Photoshop
ALI OSAMA
Client Relations Specialist
Cairo
Summary
Results-driven Customer Experience and Content Marketing professional with over 4 years of diverse experience in digital strategy, client engagement, and KPI-focused customer support. Proven expertise in leading teams, optimizing workflows, and enhancing customer satisfaction within fast-paced, high-volume environments. Recognized for top-tier performance at Teleperformance Egypt, earning the prestigious Jump Supervisor Certificate. Actively pursuing a Team Lead role to drive operational excellence and foster team development while delivering exceptional results.
Overview
6
6
years of professional experience
3
3
Languages
Work History
Client Relations Specialist
Foundever
08.2025 - Current
- Forged and nurtured impactful relationships with customers to cultivate loyalty.
- Provided accurate information about promotions, customer programs, and products, helping drive high customer retention.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
Freelance Projects
Remote / Cairo-Based
01.2020 - Current
- Delivered marketing, video production, copywriting, and activation services to SMEs and startups.
Operations Customer Expert
Teleperformance Egypt
10.2024 - 08.2025
- Handled customer inquiries, billing issues, and account management tasks with a focus on resolution and retention.
- Ranked among the top 5 agents in KPI metrics (Issue Resolution, AHT, tNPS, absenteeism).
- Earned the Jump Supervisor Certificate in February 2025, recognizing leadership readiness.
- Maintained high standards of customer confidentiality and performance across rotating shifts.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
Marketing Executive / Account Manager
Al-Muqaddimah
04.2024 - 09.2024
- Managed multi-sector client accounts, including real estate and F&B portfolios.
- Developed strategic presentations, campaign proposals, and performance reports.
- Executed and optimized digital content strategies across social and paid channels.
Social Media Specialist
Al Masry Al Youm
02.2022 - 03.2024
- Designed and implemented content calendars across digital platforms.
- Increased engagement by 50% through targeted visual and written content.
- Improved campaign CTR by 60% with data-driven optimization.
Account Manager / Copywriter
Platforms Marketing Manager
07.2023 - 01.2024
- Led daily operations for several client campaigns.
- Created brand-aligned copy and collaborated with creatives for timely content delivery.
Content Creator / Copywriter
CanGrow
06.2021 - 10.2021
- Produced SEO-friendly blog posts, emails, and web content.
- Led content audits to improve strategy and user engagement.
Education
Bachelor of Arts - Public Relations and Advertising
06.2020
References available upon request.
Skills
Leadership & Team Development
Contact Center KPIs (AHT, CSAT, QA)
Customer Experience Strategy
CRM Tools: Salesforce, Zendesk, Einstein 360, TP Client
Digital Marketing & SEO Copywriting
Microsoft Excel
Problem-solving
Shipping and receiving
Data entry
Client retention strategies
Complaint resolution
Critical thinking
Software
Premiere
Timeline
Client Relations Specialist - Foundever
08.2025 - Current
Operations Customer Expert - Teleperformance Egypt
10.2024 - 08.2025
Marketing Executive / Account Manager - Al-Muqaddimah
04.2024 - 09.2024
Account Manager / Copywriter - Platforms Marketing Manager
07.2023 - 01.2024
Social Media Specialist - Al Masry Al Youm
02.2022 - 03.2024
Content Creator / Copywriter - CanGrow
06.2021 - 10.2021
Freelance Projects - Remote / Cairo-Based
01.2020 - Current
Ain Shams University - Bachelor of Arts, Public Relations and Advertising