MARK NADER NESSIEM SALAMA
Customer Support Manager
Giza
Summary
Dynamic and results-driven Customer Experience Leader & Project Manager with over 8 years of progressive experience in customer service, technical support, and team leadership across multinational environments. Proven expertise in handling VIP clients, resolving complex escalations, leading cross-functional initiatives, and implementing process improvements that boost service quality and operational efficiency. Adept at data-driven decision-making, workflow optimization, and coaching teams to achieve performance excellence. Seeking a challenging role in a growth-focused organization to leverage multilingual skills, strategic leadership, and a passion for delivering exceptional customer experiences.
Overview
10
10
years of professional experience
6
6
Certificates
Work History
Customer Support Manager
Viking Manufacturing
07.2023 - 07.2025
- Directed a global support team, conducting regular performance audits to ensure adherence to quality standards.
- Conducted quality checks on support tickets and customer communications to uphold excellence in service delivery.
- Maintained up-to-date progress tracking across ongoing projects, ensuring transparency and alignment with deadlines.
- Oversaw escalations for high-value clients, delivering swift and effective resolutions.
- Designed and implemented a comprehensive Support Manual and Knowledge Base, enhancing onboarding and customer self-service.
- Analyzed SLA compliance, workload distribution, ticket resolution time, and CSAT metrics to drive continuous improvement.
- Introduced new resolution pathways, and lead the testing and implementation of new business opportunities, B2B scaling, and collaboration, improving overall quality of projects’ lifecycle, customer satisfaction, and company growth.
- Empowered the team by delivering actionable solutions to operational challenges, enhancing morale and capability.
- Managed vendor relations, finances, and payments, ensuring alignment with contractual terms.
- Collaborated cross-functionally to maintain operational transparency and meet project deadlines.
Customer Service Expert & Acting Support Team Lead
TeamWhale
10.2022 - 07.2023
- Managed over 10 VIP escalations and daily follow up with professionalism, maintaining high satisfaction across diverse regions.
- Communicate fluently and effectively in both Arabic and English, maintaining high standards of customer care through chat and voice channels.
- Delivered technical troubleshooting and product support via chat and voice channels.
- Coordinated with IT, Operations, and Product teams to ensure seamless resolution of customer issues.
- Monitored open cases, ensuring timely follow-up and closure.
- Analyzed recurring issues and implemented preventative measures to reduce escalations.
- Stayed updated on product developments and system changes in a fast paced environment to provide accurate and up-to-date support.
Cold Calling Representative
Teletarget
05.2022 - 10.2022
- Scheduled sales appointments for home improvement services, consistently leading the outbound sales team in appointments booked.
- Handled inbound sales inquiries with over 60 calls per day and quotes with professionalism and urgency.
Subject Matter Expert (SME)
Sutherland – AT&T Account
08.2021 - 12.2021
- Provided expert guidance to support agents, addressing escalations and ensuring knowledge accuracy.
- Trained and coached advisors on customer interaction best practices.
- Provided a comprehensive knowledge of products and services and their competitive advantages through continuous team monitoring making sure they are following quality standards.
Customer Service Representative
Sutherland – AT&T Account
10.2020 - 08.2021
- Delivered technical and account support for AT&T customers, maintaining high CSAT scores.
- Maintained a positive, empathetic, and professional attitude toward customers at all times.
- Provided technical support and customer service to the organization's users of computer applications and hardware (e.g., PCs, servers, mainframes).
- Answered questions regarding system procedures, online transactions, systems status and downtime procedures, typically located within a call center.
Subject Matter Expert (SME)
Suddenlink Communications
06.2020 - 09.2020
- Provided expert guidance to support agents, addressing escalations and ensuring knowledge accuracy.
- Trained and coached advisors on customer interaction best practices.
- Provided a comprehensive knowledge of products and services and their competitive advantages through continuous team monitoring making sure they are following quality standards.
Customer Service Representative
Suddenlink Communications
01.2020 - 06.2020
- Maintained a positive, empathetic, and professional attitude toward customers at all times. - Offered and chose the best subscription bundle for our customers.
- Provided technical support and customer service to the organization's users of computer applications and hardware (e.g., PCs, servers, mainframes).
- Answered questions regarding system procedures, online transactions, systems status and downtime procedures, typically located within a call center.
Customer Service Representative
Teleperformance – Expedia Canada
01.2019 - 12.2019
- Engaged with new traveling customers - Cooperating with incoming clients to determine their needs and consulting them on an appropriate destination, methods of transportation, travel dates, costs, and accommodations. Handled escalations and applied appropriate resolution procedures to ensure customer satisfaction.
- Provided exceptional Customer Service - Making sure clients are thrilled with our services from start to finish, no matter what it takes.
- Facilitated the tailored travel deal - Supporting the process for clients with timely professional insight and expertise.
- Networked with colleagues and customers - Supporting existing and exploring new contacts in order to maintain a steadily evolving clients’ database.
- Supported property owners, property managers and travelers by providing excellent service via phone and/or e-mail contacts.
- Helped to analyze and identify issue severity levels and follow appropriate escalation procedures.
Technical Support Representative
Vodafone UK – Pay As You Go Department
02.2017 - 03.2018
- Provided a professional first technical point of contact for the customers.
- Provided updates as needed to the customer in order to meet performance objectives.
- Ensured cases are allocated to the most appropriate ‘next step’ as part of the case flow process.
- Performed technical escalations in line with company procedure.
- Conducted initial diagnostics and undertook basic fault diagnostics to resolve where possible, customer faults.
Customer Service Representative
Vodafone UK – Pay As You Go Department
01.2016 - 02.2017
- Responded to customers over the phone, resolving their inquiries and promoting the company image to our customers by providing the best service level that exceeds their expectations.
Education
B.Sc. - Civil Engineering
Alexandria University, Faculty of Engineering
01.2020
Skills
CRM Platforms: Halo, Masari, HubSpot, Siebel
Productivity & Collaboration: Microsoft Office Suite, Excel, Jira, Click Up, Asana, Zendesk, Live chat, Help Desk, Trello, Confluence, Slack
AI Integrations: Magical, Sidebar, Automation Tools (Zapier)
Strong data analysis, reporting, and workflow optimization skills
Certification
Project Initiation: Starting a Successful Project – August 2025
LANGUAGES
Arabic: Native
English: Fluent (listening, speaking, writing)
German: Basic
Timeline
Customer Support Manager
Viking Manufacturing
07.2023 - 07.2025
Customer Service Expert & Acting Support Team Lead
TeamWhale
10.2022 - 07.2023
Cold Calling Representative
Teletarget
05.2022 - 10.2022
Subject Matter Expert (SME)
Sutherland – AT&T Account
08.2021 - 12.2021
Customer Service Representative
Sutherland – AT&T Account
10.2020 - 08.2021
Subject Matter Expert (SME)
Suddenlink Communications
06.2020 - 09.2020
Customer Service Representative
Suddenlink Communications
01.2020 - 06.2020
Customer Service Representative
Teleperformance – Expedia Canada
01.2019 - 12.2019
Technical Support Representative
Vodafone UK – Pay As You Go Department
02.2017 - 03.2018
Customer Service Representative
Vodafone UK – Pay As You Go Department
01.2016 - 02.2017
B.Sc. - Civil Engineering
Alexandria University, Faculty of Engineering
CORE COMPETENCIES
- Leadership & Team Coaching
- Escalation Management and Conflict Resolution
- Project Management
- Process Improvement
- Emotional Intelligence
- Customer Retention Strategies
- Cross-Functional Collaboration
- Excellent Communication & Presentation Skills