Yousef Salama
$6/hr
Technical Support Tier II | Senior Quality Assurance Analyst | Acquisition manager
- Reply rate:
- -
- Availability:
- Full-time (40 hrs/wk)
- Location:
- Mokattam, Cairo, Egypt
- Experience:
- 3 years
Yousef Salama
Cairo, Egypt | - |-
Summary
Versatile professional with 3+ years’ experience in customer service, tech support, QA, and
sales—proven success in remote roles. Skilled in issue resolution, high-volume call handling,
CRM tools, and team coaching. Known for adaptability, clear communication, and consistently
exceeding targets.
Experience
Acquisition Manager | Sincere Home Buyers, Remote | Sep 2024 – Present
● Closed 15+ residential property deals totaling approx. $450k in revenue
● Conducted property and market analysis (comps, repair costs, profit spreads) to inform
offers
● Negotiated with sellers using data-driven strategies, maximizing ROI through
below-market acquisitions
● Maintained customer records and deal data using CRM systems like Podio and REI
Reply
● Utilized outbound calling, email outreach, and lead nurturing strategies
Senior Quality Assurance Analyst | Concentrix - Verizon, Cairo, Egypt | Aug 2023 – Aug 2024
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Earned Evolve Quality Program (Round 3) certification and leadership credentials
Delivered actionable coaching to agents, improving KPIs and customer satisfaction
Partnered with leadership to analyze trends and implement development strategies
Monitored call recordings, scored performance using QA software, and provided reports
Ensured compliance with company policies, scripts, and regulatory requirements
Technical Support II | WebHelp - Verizon, Cairo, Egypt | Oct 2022 – Jul 2023
● Achieved highest 3-day resolve rate site-wide (Q1 2023) and best customer interaction
score (Q2 2023)
● Contributed $30,000 in revenue via Value Per Call performance
● Delivered timely technical resolutions and maintained high CSAT scores
● Troubleshot internet, device, and network connectivity issues with high first-call
resolution
● Guided customers through step-by-step technical instructions and escalated cases
appropriately
Education
Ain Shams University | Cairo, Egypt
Bachelor’s Degree in Agriculture, Quality Management
Certifications
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CRM Basics: Unlocking Business Growth Relationships (Jan 2024)
Asking Great Sales Questions – LinkedIn Learning (Jan 2024)
Six Sigma: Yellow Belt – Concentrix University (Sep 2023)
Soft Skills for Sales Professionals - LinkedIn Learning (Jan 2023)
Cold Calling Mastery - LinkedIn Learning (Jan 2022)
Awards
● Value Per Call Champion – Verizon (Apr 2024)
● Customer Satisfaction Excellence Award – Verizon (Apr 2023)
● 3-Day Top Achiever – Verizon (Jan 2023)
Key Skills
Customer Service Excellence | Technical Support | CRM Systems (Salesforce, HubSpot, Podio)
| Ticketing Systems (Zendesk, Freshdesk) | Call Center Operations | High-Volume Call Handling
| Troubleshooting | Live Chat & Email Support | Sales & Cold Calling | Upselling & Cross-Selling
| Customer Retention | Quality Assurance | Leadership & Coaching | Time Management |
Process Improvement | Remote & On-Site Collaboration | Microsoft Office | Google Workspace
