Hamza Youssef
Abu Dhabi,UAE
Summary
Accomplished professional with expertise in leadership, team management, and coaching. Proficient in stakeholder alignment, performance management, and operations reporting. Skilled in process optimization and workload management, with advanced knowledge of Zendesk, Microsoft 365, and Asana. Committed to driving organizational success through strategic workforce initiatives and continuous improvement.
Overview
7
7
years of professional experience
8
8
years of post-secondary education
Work history
Team Leader
Concentrix
Alexandria, Egypt
2023.04 - 2026.02
- Manage daily team KPIs and performance metrics, ensuring strict alignment with operational targets and quality standards.
- Conduct regular coaching, side-by-side sessions, and Individual Development Plans (IDPs) to foster career progression and succession readiness.
- Submit data-driven performance reports and action plans to senior management to enhance strategic decision-making.
- Apply RTM practices, including queue monitoring, interval planning, shrinkage plotting, and staffing alignment.
- Lead weekly huddles to cascade client updates and ensure consistent workflow implementation across teams.
- Oversee transitional management for new-hire batches, coordinating with Talent Acquisition and Training from pre-hiring to production.
Customer Support Advisor
Concentrix
Alexandria, Egypt
2022.11 - 2023.03
- Managed over 90+ customer chats per day for US retail account, maintaining quality and resolution targets.
- Provided coaching and guidance for new hires during nesting phases to accelerate proficiency.
- Assisted agents with issue resolution and floor-support best practices.
- Assisted in new staff training, resulting in a more competent team.
- Improved response time with effective use of CRM software.
- Utilized comprehensive product knowledge to provide accurate information to customers.
Acquisitions Manager
REI Call Center
2022.09 - 2022.11
- Negotiated closing terms with property owners and investors, collecting vital property insights to facilitate deals.
- Managed client lead pipelines using Asana, ensuring accurate categorization and disciplined follow-up.
- Conducted interviews to assess and onboard candidates for acquisitions roles.
- Remote
Member Care Advocate / Technical Support
Sutherland Global Services
2020.07 - 2022.07
- Resolved technical and service inquiries via inbound/outbound calls.
- Served as acting Subject Matter Expert (SME), providing real-time floor support and knowledge sharing.
- Built and launched an 8-agent back-office email support queue, including quality and productivity monitoring.
- Prepared daily operational reports and maintained event analysis via Zendesk.
International Customer Service Representative
_VOIS
2018.09 - 2020.07
- Provided technical support for mobile services, internet connectivity, and home broadband.
- Led team knowledge-sharing and temporary Real-Time Management (RTM) coordination.
Education
Bachelor's Degree - Fine & Studio Arts
Faculty of Fine Arts Alexandria University
Alexandria, EG 2017.09 - 2022.07
High School Diploma - Secondary Education
Egyptian English Language School IGCSE Track
2014.09 - 2017.06
Skills
- Leadership and team management
- Coaching and mentoring
- Hiring and onboarding
- Stakeholder alignment
- Performance management
- Workforce exposure
- Operations reporting
- Process optimization
- Queue and workload management
- Zendesk proficiency
- Microsoft 365 expertise
- Asana project management
- CRM management
Tool & Technology
Microsoft 365 (Excel, Word, Outlook, Teams, PowerPoint), Zendesk, Asana, CRM (Multiple), Adobe Illustrator, Adobe Photoshop, Blender, Python, JavaScript
Languages
Arabic; Native
English; Professional Proficiency
Military Service
Exempt (2022)
Timeline
Team Leader
Concentrix
2023.04 - 2026.02
Customer Support Advisor
Concentrix
2022.11 - 2023.03
Acquisitions Manager
REI Call Center
2022.09 - 2022.11
Member Care Advocate / Technical Support
Sutherland Global Services
2020.07 - 2022.07
International Customer Service Representative
_VOIS
2018.09 - 2020.07
Bachelor's Degree - Fine & Studio Arts
Faculty of Fine Arts Alexandria University
2017.09 - 2022.07
High School Diploma - Secondary Education
Egyptian English Language School IGCSE Track
2014.09 - 2017.06