MOATASEM's CV
MOATASEM MAGDY MADBOLY MOHAMED
Customer Service & Communications Professional | SME, Concentrix
Profile summary
Customer Service and Communications Professional with 7 years of experience supporting Amazon B2B operations. Trilingual in Arabic, English, and German with expertise in customer service, escalation management, and agent coaching. Skilled in resolving complex customer issues and maintaining service quality standards across multichannel environments. Dedicated to applying company policies and procedures to support operational success.
Career highlights
Customer Service Operations: Provided customer service support and handled inquiries across calls, chats, and emails for Amazon Business B2B DE customers.
Escalation Management: Handled escalations and manager-level customer calls while applying company policies and procedures to resolve complex issues.
Agent Coaching and Floor Support: Supported customer service agents through floor support, real-time assistance, and coaching sessions focused on developing agent skills.
Key skills
Professional experience
- Provided customer service support for Amazon B2B DE customers as a subject matter expert.
- Supported customer service agents through floor support and real-time assistance.
- Ran coaching sessions to develop agent skills and performance.
- Handled escalations and manager-level customer calls, supporting smooth resolution of complex issues.
- Applied company policies and procedures to maintain service quality while managing multiple tasks in a fast-paced environment.
Managed inbound B2B customer inquiries across multiple channels for Amazon Business German accounts. Directed issue resolution workflows while adhering to established service quality standards and internal policies.
- Handled 50+ customer contacts daily via calls, chats and emails for German business buyers.
- Researched order issues using internal knowledge bases to deliver accurate solutions.
Directed client advisory operations by determining specific property needs, presenting relevant options, and guiding buyers through every stage of transactions while driving monthly sales targets.
- Advised clients and identified suitable property options based on their requirements.
- Presented available properties and supported buyers throughout the sales process.
Guided psychological rehabilitation services, directing client recovery programs and daily therapeutic operations. Supervised clinical staff while coordinating structured client care and therapeutic interventions.
- Facilitated individual and group recovery sessions to support client progress through structured treatment programs.
- Maintained day-to-day program activities and follow-up processes to ensure continuous care.
Education
Business Administration, Marketing | Very Good (High)
Languages
German · Professional
English · B2
Arabic · Native