Salesforce
Kareem Metwally
Team Lead
Luxor
Summary
Dynamic team leader with a proven track record in directing workgroup activities and fostering a collaborative environment. Expertise in developing strategic initiatives, delivering targeted training, and setting measurable goals while actively seeking team feedback for continuous improvement. Exceptional interpersonal and communication skills facilitate clear articulation of goals and vision, ensuring alignment and motivation across all levels. Recognized as a problem solver, networker, and consensus builder, consistently delivering results that contribute to organizational success.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Team Lead
5ca
08.2025 - Current
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Coached team members in techniques necessary to complete job tasks.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Assisted in recruitment to build team of top performers.
Gaming Support Agent
5ca
08.2024 - 07.2025
- Managed multiple priorities successfully while maintaining strict adherence to deadlines within a fast-paced environment.
- Participated in regular training sessions to stay updated on the latest product developments and industry trends.
- Enhanced customer satisfaction by effectively addressing and resolving support issues.
- Maintained detailed records of customer interactions, ensuring accurate tracking and followup.
- Developed comprehensive knowledge of products and services to provide accurate solutions.
- Responded to players inquiries and resolved technical issues to establish trust and increase satisfaction.
- Promptly responded to inquiries and requests from prospective players across the world.
Customer Support Specialist
Concentrix
02.2024 - 07.2024
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
Travel Consultant
Concentrix
12.2021 - 03.2023
- Responded to customer inquiries in a timely and professional manner.
- Created travel documents such as itineraries and tickets for clients.
- Negotiated with airlines and hotels to get the best prices for clients.
- Built relationships with vendors such as hotels, car rental companies, and tour operators.
- Utilized a variety of computer systems to book and manage travel plans.
- Maintained a detailed knowledge of the products and services offered by the travel agency.
- Resolved customer complaints in a calm and efficient manner.
- Developed customized travel packages to meet the individual needs of clients.
Technical Support Agent
We Telecom Co
03.2018 - 08.2018
- Provided technical support for software and hardware applications to customers over the phone and through email.
- Resolved customer complaints, identified and corrected problems, and offered advice and solutions to ensure customer satisfaction.
- Utilized knowledge and experience in computers and networks to diagnose, troubleshoot and repair technical issues.
- Assisted customers in configuring and setting up their hardware and software applications.
Receptionist
TUI Magic Life Resort & Spa
- Developed and maintained positive relationships with customers, vendors and colleagues.
- Processed incoming and outgoing mail, faxes, packages and other deliveries.
- Scheduled customer appointments and managed customer databases.
- Answered, screened and routed incoming calls in a professional and timely manner.
Education
Bachelor - Tour guidance Section
The High Institute For Tourism And Hotels E.G.O.T.H
Luxor01.2017
Skills
Computer proficiency
Communication skills
Teamwork
Attention to detail
Leadership
Interpersonal skills
Work ethic
Time management
Software
Zendesk
Microsoft Office
Interests
Looking for stability
Timeline
Team Lead
5ca
08.2025 - Current
Gaming Support Agent
5ca
08.2024 - 07.2025
Customer Support Specialist
Concentrix
02.2024 - 07.2024
Travel Consultant
Concentrix
12.2021 - 03.2023
Technical Support Agent
We Telecom Co
03.2018 - 08.2018
Receptionist
TUI Magic Life Resort & Spa
Bachelor - Tour guidance Section
The High Institute For Tourism And Hotels E.G.O.T.H
Military Service
Exempted
Courses
- Photoshop, Egytrust (Excellent)
- English Instructor and Lecturer, American Academy, Luxor
- Soft Skills, Hayah Co
- German Language Level A1, A, Academy (V. good)