Ahmad Marzouk

Developed a centralized knowledge hub, elevating First Contact Resolution (FCR) to 77% and significantly reducing support escalations.

Re-engineered the onboarding workflow, cutting processing time by 65% (from 6 to 2 days) and improving overall cycle efficiency.

Designed and implemented a performance dashboard, driving 85% service quality compliance across high-volume contact center operations.

Led strategic performance initiatives, earning “Team of the Month” recognition for consistently surpassing SLA benchmarks.

Developed and deployed a capacity model that increased team productivity by 18% and efficiency by 20%.

Elevated Customer Satisfaction (CSAT) by 15% through strategic workforce realignment and proactive queue management.

Compressed operational cycle times by 25%, significantly boosting responsiveness in SLA-sensitive environments.

Executed a lean process methodology-driven cost-saving plan, achieving a 10% reduction in operating costs.

Authored Standard Operating Procedures (SOPs) across all customer care operations, streamlining onboarding and elevating service consistency.

Customized CRM logic to optimize agile startup operations, significantly increasing agent response speed and reducing error rates.

Launched comprehensive CX initiatives that raised Google Play rating from 1.2 to 3.5 and App Store rating from 2.5 to 3.8 within 12 months.

Integrated Intercom chatbot and customized CRM flows, sustaining 90%+ customer satisfaction in a fast-scaling FinTech environment.

Directed day-to-day operations for a team of up to 400 agents, successfully aligning KPI targets across multi-shift operations.

Utilized real-time analytics and performance coaching to raise SLA compliance from 15% to 90% within 6 months.

Spearheaded service protocol redesign and staff retraining initiatives, boosting app ratings from 1.3 to 3.7.

Reduced agent attrition to 8% by launching personalized career pathing and team engagement strategies.

Mentored and managed 15–20 agents, fostering a culture of continuous improvement and policy adherence.

Curated product selections based on aesthetic, technical, and budget requirements, deepening buyer trust and increasing sales.

Supported visual merchandising and seasonal campaigns, contributing to increased category sales and loyalty enrollments.

Consulted clients on design needs and led 3D kitchen planning using CAD, significantly improving conversion rates on big-ticket items.

Implemented tighter inventory controls and scheduling, successfully lowering waste and maintaining target margins.

Handled customer escalations and ensured brand loyalty through hands-on issue resolution.

Managed daily store operations and trained staff, delivering consistent quality in a high-turnover industry.