Ahmed Khalaf

Technical Customer Support Specialist

Parent ApS

Jan 2024 - Current (2 years 5 months)

> Respond promptly to customer inquiries via email, phone, chat, or ticketing systems. > Troubleshoot and resolve technical issues related to the company's products or services. > Escalate complex or unresolved issues to appropriate teams, such as engineering or product development.

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Customer Onboarding Specialist

Rewaa ( Saudi Arabia )

Jan 2023 - Jan 2024 (1 year 1 month)

> Ensuring new client onboarding process, performing client vetting, preparing new contracts and updating client information. > Setting platform accounts based on Client contract. > Communicating and guiding colleagues from our sales organizationlocated worldwide on existing processes and workflows. > Monitoring setup progress and guiding customers through next steps.

Retention Specialist –

Udacity

Jan 2022 - Jan 2023 (1 year 1 month)

> Increased retention ratio by developing aggressive retention strategies based on customer behaviors and feedbackanalysis. > Successfully renew contracts and retain business by negotiating alternatives with customers and finding win-win solutions. > Prevented problem recurrence by gathering information about customer complaints and documenting solutions. > Improved sales and closing ratios by educating and proposing customer retention solutions to the sales team.

Technical Support Agent

Altice USA

Jan 2020 - Jan 2022 (2 years 1 month)

> Maximized agent productivity and customer satisfaction by solving customerissues during the first interaction. > Facilitated effective case flow process by properly assigning and escalating cases in the system. > Ensured optimized performance by monitoring systems, customer network security,and products while dealing with alerts and events.

Customer Service Representative

Etisalat Misr

Jan 2014 - Jan 2020 (6 years 1 month)

> Maintained top-notch customer service by responding promptly to inquiries and resolving customer complaints. > Improved customer service process by providing feedback on process efficiency and improvement. > Delivered impeccable customer support by keeping abreast of products and industry trends.

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