Mohamed Waleed
Cairo
Summary
Dynamic professional with expertise in C++, C, HTML, and CSS, complemented by high communication skills and a proven track record in social media customer support. Adept at analysing customer needs and handling complaints with patience and composure, ensuring optimal satisfaction. Skilled in live chat management, aiming to leverage technical proficiency and interpersonal abilities to enhance customer service operations.
Overview
2026
2026
years of professional experience
17
17
years of post-secondary education
Work history
Subject Matter Expert (SME) – Additional Responsibility
Amazon.eg, Amazon.ae & Amazon.sa
- Selected as an SME due to strong performance and deep process knowledge.
- Supported fellow associates by providing real-time assistance, clarifying process updates, and ensuring adherence to SOPs.
- Handled escalated cases, coached team members on best practices, and contributed to floor support.
- Assisted in onboarding and mentoring new hires, improving their ramp-up speed and confidence.
- Played a key role in maintaining service consistency by bridging communication between team members and team leads or program managers.
RESOLUTION SPECIALIST
- Handle escalated customer cases with professionalism, ensuring timely and effective resolution.
- Maintain detailed case records in CRM systems for accurate tracking and reporting.
- Develop and apply resolution strategies to minimize repeat complaints and improve efficiency.
- Provide customers with clear, empathetic communication throughout the resolution process.
- Contribute to the development of policies and training to strengthen overall service quality.
- Drive customer loyalty and retention by turning negative experiences into positive outcomes.
Quality Assurance Specialist – Customer Service
Amazon
- Monitored and evaluated customer service interactions (calls, chats, emails) to ensure compliance with Amazon’s quality standards and policies.
- Conducted regular audits and delivered actionable feedback, leading to a 15% improvement in customer satisfaction (B2B) scores within 6 months.
- Provided coaching and quality insights to agents, resulting in a 20% reduction in repeated errors and improved first contact resolution.
- Analyzed quality trends and prepared monthly reports that helped identify systemic issues, contributing to a 10% decrease in escalation rates.
- Collaborated with training and operations teams to redesign QA guidelines, improving process efficiency and consistency across teams.
- Facilitated calibration sessions with peers and managers, ensuring 95% alignment in quality scoring across the department.
- Ensured strict adherence to compliance, data security, and customer confidentiality, maintaining a 100% compliance record during internal audits.
Customer service Associate
Amazon.eg, Amazon.ae & Amazon.sa
09.2023 - 11.2025
- Delivered exceptional customer support via multiple channels, resolving customer concerns efficiently while maintaining Amazon’s high service standards.
- Managed and created a high volume of customer service tickets; identified trends, flagged systemic issues, and contributed to continuous improvement efforts.
- Enhanced customer satisfaction by providing timely and effective solutions.
- Maintained strong performance metrics in AHT, CSAT, and QA scores during both regular and high-volume periods.
Education
OMAR IBN ELKHATAB LANGUAGE SCHOOL
09.2020 - 06.2022
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FUTURE LANGUAGE SCHOOL
09.2007 - 06.2019
FACULTY OF SCIENCE
Ain shams university
09.2022 - 06.2024
Bachelor of Science - FACULTY OF COMPUTER SCIENCE
El Shorouk Academy
Cairo 09.2024 - 11.2025
Skills
- C / C / HTML / CSS
- High communication skills
- Social media customer support
- Patience and composure
- Customer needs analysis
- Complaint handling
- Live chat management
COURSES
- 2022 Cairo, Egypt
- Basic knowledge of C++ programming language
- Basic knowledge in front end developing
Languages
English
Upper intermediate (B2)
Arabic
Proficient (C2)
Timeline
Bachelor of Science - FACULTY OF COMPUTER SCIENCE
El Shorouk Academy
09.2024 - 11.2025
Customer service Associate
Amazon.eg, Amazon.ae & Amazon.sa
09.2023 - 11.2025
FACULTY OF SCIENCE
Ain shams university
09.2022 - 06.2024
OMAR IBN ELKHATAB LANGUAGE SCHOOL
09.2020 - 06.2022
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FUTURE LANGUAGE SCHOOL
09.2007 - 06.2019
Subject Matter Expert (SME) – Additional Responsibility
Amazon.eg, Amazon.ae & Amazon.sa
RESOLUTION SPECIALIST
Quality Assurance Specialist – Customer Service
Amazon