Amr Adel
Customer Experience| Project Management | Business Development | Operational Excellence
Cairo
Summary
Accomplished professional with extensive experience in customer support, project management, and business development. Proven track record of delivering high-quality service, managing complex projects, and driving sustainable growth. Skilled in leading cross-functional teams, streamlining processes, and implementing strategies that improve client satisfaction and organizational performance, while ensuring excellence and achieving strategic goals within set timelines and budgets.
Overview
11
11
years of professional experience
3
3
Certifications
2
2
Languages
Work History
Customer Support Team Leader
Cambridge Language assessment
12.2020 - Current
- Led the customer support team in delivering exceptional service, ensuring adherence to company standards and service-level agreements (SLAs).
- Served as Subject Matter Expert (SME), providing guidance and support to team members on complex cases, product knowledge, and process-related queries.
- Designed, delivered, and evaluated training programs to enhance team skills, product expertise, and customer service techniques.
- Monitored and assessed individual and team performance, conducting quality audits and providing targeted feedback to maintain service excellence.
- Developed and implemented quality assurance processes to improve accuracy, consistency, and customer satisfaction.
- Analyzed performance data and call/email handling metrics to identify trends, address skill gaps, and recommend process improvements.
- Coordinated with cross-functional departments to resolve escalations, implement updates, and align support operations with organizational goals.
- Prepared regular performance and quality reports for management, highlighting achievements, risks, and improvement opportunities.
Call Center Supervisor
Al Rowad Medical
02.2020 - 12.2020
- Directed and managed telesales and customer support teams to achieve sales targets and maintain exceptional service standards.
- Developed and implemented sales strategies, call scripts, and customer engagement techniques to maximize conversion rates.
- Built and maintained strong client relationships, identifying upselling and cross-selling opportunities to drive revenue growth.
- Monitored and analyzed sales performance metrics, preparing regular reports for senior management and recommending improvement strategies.
- Oversaw the recruitment, training, and performance management of telesales and customer support staff.
- Resolved complex customer inquiries and complaints, ensuring positive outcomes and long-term client retention.
- Led business development initiatives, identifying new markets, partnerships, and growth opportunities.
- Collaborated with marketing and product teams to align campaigns with sales objectives and customer needs.
- Negotiated contracts and agreements with clients and partners to secure mutually beneficial terms.
Customer and Vendor Support Supervisor, Business Developer and Project Manager
Medical Empire
09.2018 - 02.2020
- Supervised and coordinated the daily activities of the customer and vendor support team, ensuring high-quality service delivery and timely resolution of inquiries and escalations.
- Acted as the primary point of contact for escalated customer and vendor issues, implementing effective solutions in line with company policies.
- Led cross-functional project teams using Agile/Scrum methodologies, facilitating sprint planning, daily stand-ups, sprint reviews, and retrospectives.
- Managed project timelines, scope, and deliverables to ensure successful completion within budget and schedule.
- Collaborated with stakeholders across sales, operations, IT, and procurement to align project objectives with business goals.
- Monitored team and project KPIs, using performance data to identify improvement opportunities and optimize processes.
- Mentored team members, fostering skill development in both customer service and Agile project practices.
- Prepared and presented progress reports, risk assessments, and post-project evaluations to senior management.
Customer and Vendor Support (Project) Senior Agent
Elmenus
03.2018 - 09.2018
- Oversaw customer and vendor support operations for special projects, ensuring seamless communication and service delivery.
- Managed escalated inquiries from both customers and vendors, providing timely and effective resolutions in line with company standards.
- Coordinated with internal teams, including operations, sales, and product management, to address service gaps and improve overall experience.
- Provided guidance and mentoring to junior team members to maintain high-quality support standards.
- Monitored project timelines, deliverables, and KPIs to ensure targets were met or exceeded.
- Collected, analyzed, and reported feedback from customers and vendors to support process improvements and strategic decision-making.
- Maintained accurate records of communications and resolutions to ensure compliance with company policies and reporting requirements.
Email & Escalation Team Senior Agent
Amazon UAE
10.2017 - 03.2018
- Managed and resolved complex customer escalations via email, ensuring prompt and satisfactory outcomes in alignment with company policies and SLAs.
- Investigated and analyzed customer complaints to identify root causes, implementing effective solutions to prevent recurrence.
- Acted as a point of escalation for junior agents, providing guidance, coaching, and quality assurance feedback.
- Coordinated with cross-functional teams, including operations, logistics, and technical support, to expedite resolution of critical issues.
- Monitored key performance indicators (KPIs) to maintain high service quality and adherence to response timelines.
- Contributed to process improvement initiatives aimed at enhancing customer experience and operational efficiency.
- Maintained accurate and detailed case records to ensure data integrity and compliance with internal protocols.
Customer Experience Team Leader
Vodafone
10.2014 - 06.2017
- Led the complaints management team, ensuring prompt investigation, resolution, and closure of customer issues in line with service-level agreements and company policies.
- Managed the premium customer segment, delivering tailored, high-touch support to enhance loyalty and retention.
- Coordinated with cross-functional teams to address root causes of recurring complaints and improve customer journey touchpoints.
- Mentored and coached team members to develop advanced problem-solving, communication, and service delivery skills.
- Prepared and presented regular reports on complaint trends, TNPS scores, and premium customer satisfaction metrics to senior management.
- Implemented quality assurance processes to maintain consistent service standards and enhance overall customer experience.
- Contributed to policy and process enhancements to reduce complaint volumes and improve TNPS ratings.
Education
MBA Student -
AASTMT
08.2025
Pharmacy Graduate - undefined
MTI, Cairo
09.2017
Skills
Client engagement
Coaching and mentoring
Team management
Interpersonal communications
Customer relations
Training and mentoring
Certification
April 2025 - Present
PERSONAL INFORMATION
- Address: Gardenia Heights, New Cairo, Cairo
- Nationality: Egyptian
SOCIAL PROFILES
LinkedIn: www.linkedin.com/in/amr-a-khalid-5396a326
Timeline
Customer Support Team Leader
Cambridge Language assessment
12.2020 - Current
Call Center Supervisor
Al Rowad Medical
02.2020 - 12.2020
Customer and Vendor Support Supervisor, Business Developer and Project Manager
Medical Empire
09.2018 - 02.2020
Customer and Vendor Support (Project) Senior Agent
Elmenus
03.2018 - 09.2018
Email & Escalation Team Senior Agent
Amazon UAE
10.2017 - 03.2018
Customer Experience Team Leader
Vodafone
10.2014 - 06.2017
Pharmacy Graduate - undefined
MTI, Cairo
MBA Student -
AASTMT
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