Mohammad Abdelrahman

Customer Experience, Quality Assurance, and Contact Center professional with 7+ years of experience across BPO, OTT, and customer operations environments. Experienced in performance management, coaching, quality monitoring, KPI tracking, customer escalations, and operational excellence. Proven ability to improve service quality, drive customer satisfaction, support high-performing teams, and collaborate with cross-functional stakeholders to achieve business objectives.

Senior Customer Excellence Associate - Shahid (MBC Group) - Dubai, UAE

(2021-02 - 2026-04)

Quality Assurance & Performance Coaching Focus

• Designed and implemented quality assurance frameworks, improving CSAT by 15%.
• Led performance coaching and feedback sessions, boosting agent quality scores by 15% within six months.
• Monitored key CX KPIs such as CSAT, FRT, AHT, and IQS, ensuring SLA compliance.
• Conducted root cause analysis and recommended process improvements.
• Partnered with cross-functional teams to align quality standards with business goals.
• Developed quality dashboards and reports for data-driven decision-making.
• Worked extensively with Salesforce, GIGYA, CleverTap, Genesys, and TPay to support customer experience operations, case management, customer engagement tracking, and payment-related inquiries across multiple channels.
• Acted as a subject matter expert for quality standards and supported new initiatives and process rollouts.
• Conducted regular coaching and feedback sessions to improve agent performance and service quality.
• Supported operational teams in achieving KPI and SLA targets across multiple customer support channels.
• Assisted in handling customer escalations and identifying opportunities for service improvement.
• Mentored new team members and supported onboarding and training initiatives.
• Collaborated with Operations Managers to monitor team performance and improve customer experience outcomes.

Pre-Sales Specialist - Digital Transformation (Automotive Sector) - Amman, Jordan

(2019-11 - 2021-02)

• Managed pre-sales consultations and explained digital solutions to prospective customers.
• Prepared cost estimates and proposals, reducing pricing discrepancies by 25%.
• Increased lead-to-conversion rates by 12–15% through consultative selling.
• Collaborated with cross-functional teams to improve customer journey touchpoints.

Quality Assurance Officer - Extensya (BPO & CMS) - Amman, Jordan

(2016-12 - 2018-11)

• Conducted quality monitoring and evaluations for customer service agents.
• Delivered training and calibration sessions, improving quality scores by 20%.
• Produced monthly QA performance reports.
• Reduced evaluation variance by 30% through standardized calibration.

Bachelor's Degree - Accounting - Yarmouk University (2014 - 2016)

Diploma - Accounting - Al Balqa Applied University (2010 - 2013)