Amr Zaki
Customer Service Specialist | Customer Success & Experience Telecommunications (US & UK)
Summary
Customer Service and Customer Experience professional with 6+ years of experience supporting large-scale telecommunications operations for international service providers (AT&T US, Vodafone UK). Proven expertise in quality audits, customer complaint resolution, escalation management, service recovery, and performance improvement. Strong background in monitoring technical and billing interactions, improving First Contact Resolution (FCR), and coaching frontline teams to exceed CSAT, NPS, and compliance targets. Recognized for transforming customer dissatisfaction into loyalty through structured quality frameworks and service excellence initiatives.
Overview
7
7
years of professional experience
2
2
Languages
Work History
Senior Customer Experience Specialist
Sutherland Global Services
03.2025 - 10.2025
- Audited and evaluated customer service and technical support interactions using SAP, SuccessFactors, and Salesforce to ensure compliance, resolution accuracy, and service quality.
- Monitored and analyzed complex technical calls, contributing to an improvement in First Contact Resolution (FCR) from 48% to 62% through targeted feedback and corrective actions.
- Delivered structured quality feedback and coaching to frontline agents, focusing on communication, empathy, compliance, and effective troubleshooting (CAPA).
- Developed and delivered training programs for new hires, enabling agents to meet quality standards and successfully pass certification requirements.
- Partnered with operations and training teams to identify performance gaps and implement quality improvement initiatives.
- Launched a customer-centric Sales Module that leveraged exceptional service recovery to elevate offers, enabling cross-selling and upselling after complaint resolution without impacting customer satisfaction.
Customer Service Specialist
Sutherland Global Services
09.2022 - 03.2025
- Handled high-volume inbound customer interactions related to billing, account management, and service inquiries for US customers, ensuring consistent follow-up on customer inquiries until issues were 100% resolved.
- Utilized multiple ERP and CRM systems including CRM platforms, Telegence, iCase and Siebel to deliver accurate and timely resolutions.
- Piloted account-level initiatives focused on empowering floor teams with newly launched technical tools and systems, while maintaining full ownership of customer cases and follow-up actions, resulting in measurable improvements in FCR and overall customer experience.
- Led internal communication initiatives by creating and distributing daily email campaigns featuring communication best practices and service tips, contributing to improvements in FCR, NPS, and Average Handle Time (AHT).
- Consistently met or exceeded KPIs in quality, productivity, and customer satisfaction.
Customer Service SME
VOIS
12.2019 - 07.2021
- Acted as a Subject Matter Expert supporting frontline agents in resolving complex customer complaints and high-priority escalations, while ensuring end-to-end ownership and follow-up until customer issues were fully resolved and satisfaction restored.
- Handled sensitive and escalated cases independently, restoring customer trust and improving loyalty outcomes.
- Shared de-escalation techniques and best practices across the operations floor, contributing to improved NPS and reduced escalation volumes.
- Conducted account-level analysis on recurring and trending issues impacting customer experience, collaborating with leadership to implement corrective actions.
- Provided real-time support and one-on-one coaching to agents to enhance resolution quality and customer confidence.
International Account Advisor
VOIS
08.2018 - 12.2019
- Managed inbound customer service calls for Vodafone UK customers, addressing billing, service, and technical support inquiries, with proactive follow-up to ensure complete resolution and customer satisfaction.
- Delivered first-contact resolutions while maintaining high CSAT and compliance standards.
- Recognized as a top performer in quality and productivity metrics within the international account team.
Telesales Representative
Vision Services
05.2018 - 08.2018
- Conducted outbound sales calls to US customers promoting medical products and services.
- Applied consultative selling techniques, cross-selling, and upselling aligned with customer needs.
- Balanced sales targets with customer satisfaction, converting service interactions into revenue-generating opportunities.
Education
Bachelor's Degree - Psychology
Alexandria University
Egypt09.2020
Skills
Customer Service Excellence
Complaint Handling & De-escalation
Escalation Management
Ownership & Follow-Up
First Contact Resolution (FCR)
Customer Satisfaction (CSAT)
Net Promoter Score (NPS)
Technical Support (Tier 1 & Tier 2)
CRM & ERP Systems
Root Cause Analysis (RCA)
Case Management & Resolution Tracking
Proactive Customer Communication
Sales Support, Cross-Sell & Upsell
Quality Assurance & Audits
Tools & Systems
SAP | SuccessFactors | Salesforce | CRM Systems | Telegence | Siebel | Halo | Scio | CCKM | Call Monitoring & Quality Tools | NICE | Verint | OPUS | Microsoft Office
Timeline
Senior Customer Experience Specialist
Sutherland Global Services
03.2025 - 10.2025
Customer Service Specialist
Sutherland Global Services
09.2022 - 03.2025
Customer Service SME
VOIS
12.2019 - 07.2021
International Account Advisor
VOIS
08.2018 - 12.2019
Telesales Representative
Vision Services
05.2018 - 08.2018
Bachelor's Degree - Psychology
Alexandria University