Mark Nader Nessiem Salama
Egyptian Gardens Compound, 6th of October
Career objectives:
A highly motivated and results-driven Customer Experience Leader and project manager with over 8 years of
progressive experience in customer service, technical support, and team supervision across multinational
environments. Proven track record in handling VIP clients, resolving complex escalations, leading cross-functional
teams, and implementing process improvements that enhance service quality and operational efficiency.
Exceptional at data-driven decision-making, project management, and coaching teams toward success. Seeking a
challenging role within a growth-oriented organization where I can leverage my multilingual communication
skills, leadership capabilities, and passion for delivering exceptional customer experiences to drive performance
and customer satisfaction.
Education:
Alexandria University, Faculty of Engineering, Major: Civil Engineering – Class of 2020
Work Experience:
- Viking Manufacturing, Support Team Lead (July 2024: July 2025)
USA, Remote
- Audited team performance regularly to ensure adherence to quality standards and
operational efficiency.
- 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.
- Created and analyzed reports on workload distribution, SLA compliance, ticket resolution
time, and Customer Satisfaction (CSAT) metrics.
- Developed and optimized workflow processes to enhance productivity and service
consistency.
- Authored and maintained a knowledge base of technical articles to support internal
learning and customer self-service.
- Designed and implemented a comprehensive support manual to guide team operations
and onboarding.
- Handled daily escalations, ensuring swift and effective resolution of complex client
issues.
- Oversaw project management activities related to existing deals in the pipeline, ensuring
timely execution and follow-up.
- Identified and established new resolution paths to streamline problem-solving and
improve service quality.
- Empowered the team by delivering actionable solutions to operational challenges,
enhancing morale and capability.
- Managed vendor finances and payments, ensuring accurate processing and alignment
with contractual terms.
- Maintained daily communication with cross-functional teams to facilitate smooth
operations and collaboration.
- TeamWhale, Customer Service Expert (Oct 2022: July 2024)
- Handled and resolved escalations, and complex inquiries from VIP customers across
different regions in a timely and professional manner.
- Communicate fluently and effectively in both Arabic and English, maintaining
high standards of customer care through chat and voice channels.
- Provide tailored technical support and product troubleshooting to ensure smooth
user experience.
- Liaise with internal departments (IT, operations, product) to resolve customer issues
and ensure a seamless resolution process.
- Maintained detailed and accurate records of customer interactions and
resolutions using the CRM system.
- Monitored and followed up on open cases to ensure timely closure and customer satisfaction
- Analyzed recurring issues and proposed proactive solutions to reduce
escalations and improve service delivery.
- Ensured VIP clients received a white-glove experience that reflects the company’s
standards and commitment to excellence.
- Stayed updated on product developments and system changes in a fast paced
inviroment to provide accurate and up-to-date support.
- Teletarget, Cold Calling Representative (May 2022: Oct 2022)
- Calling warm/cold leads to the establishment of an appointment for sale
presentation for home improvement services.
- Paved the way for the entire outbound sales team in arranging sales appointments
every month on the job.
- Prioritized daily work flows including all inbound calls, quotes and sales-related
inquiries in a professional manner.
- Sutherland AT&T Account
• SME (August 2021: December 2021)
- Provided knowledge, resources and information to support agents - Address
customers' concerns accurately and timely. - Assist advisors with material request
and account updates - Ensuring accuracy of the content.
- Coached and trained agents on improving Customer Interaction and offering
advisors guidance.
- Showed a comprehensive knowledge of products and services and their
competitive advantages through continuous self-improvement and following
quality standards.
• Customer Service Representative (OCT 2020: August 2021)
- 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.
- Maintained a troubleshooting tracking log ensuring timely resolution.
- Responded promptly to customer inquiries.
- Ensured customer satisfaction and provided professional customer support.
- Suddenlink Communications
- Subject Matter Expert (SME) (June 2020: Sep 2020)
- Customer Service Representative, Batch 1 (Jan 2020: June 2020) - Responded to
customer queries in a timely and accurate manner, Acknowledging and resolving
customer issues.
- Teleperformance, Expedia Canda Customer Service Representative (Jan 2019: Dec 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.
- 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.
-Vodafone UK,
- Technical Support Representative (Feb 2017: March 2018) “Pay as you go department”
- Provided a professional first technical point of contact for the customer.
- 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 (Jan 2016: Feb 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.
Qualification:
Certificates :
- Customer service fundamentals. Jan 2023
- Serving customers through Chat and Text. Feb 2023
- Working with upset customers. Feb 2023
- De-escalating conversations. Sep 2023
- Foundations of project management. July 2025
Languages :
• Arabic : Native
• English : Fluent ( Listening, Writing and speaking )
• German : Basics
Computer Skills :
• Excellent Skills in Excel, Microsoft Office.
• Excellent Skills in various CRM software (Including Halo, Massari, HubSpot, Siebel, etc.) Excellent Skills in
automations and various platform cross-functionality. (Including Zappier, etc.) Excellent skills in AI integrations
and Ai resources (Including Magical and Side Bar, and others)
Others :
• Excellent follow-up skills
• Emotional intelligence
• Handling Skills
• Presentation skills
• V. Good Communication Skills.
• Teamwork Oriented
- Personal data:
Date of birth: 30 October 1994
Military Status: Final Exemption
Nationality: Egyptian
