Yousef Salama

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 ●​ ●​ ●​ ●​ ●​ 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 ●​ ●​ ●​ ●​ ●​ 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