Ahmed Elkhateeb

Performance-driven Customer Experience & Digital Support Specialist at Telecom Egypt (WE) with a proven track record of handling high-volume technical support, resolving complex broadband/FTTH escalations, and driving team success. Highly adept at peer mentoring, onboarding support agents, and acting as an informal Subject Matter Expert (SME). Recognized for exceptional SLA compliance, high First Contact Resolution (FCR), and empathetic customer handling.

Seeking a Senior Customer Support / SME / Team Leader role at Vodafone to leverage operational mastery and leadership capabilities.

Digital Support Representative (Actively Mentoring & Supporting Onboarding) at Telecom Egypt (WE) (2024-12 – Present)

• Provide Tier-1 and Tier-2 digital technical support for FTTH and ADSL connection troubleshooting, maintaining high FCR and QA scores.
• Serve as an informal Subject Matter Expert (SME), supporting peers with floor support, complex escalation handling, and technical script guidance.
• Assist team leaders in monitoring queue performance, managing handle times, and resolving critical customer grievances to protect CSAT metrics.
• Manage end-to-end customer tickets via enterprise CRM systems, resolving billing disputes, line provisioning issues, and service outages.
• Train and guide new hires on customer empathy, handling difficult chats, and mastering system workflows.

Administrative Affairs Office Specialist | Completed Military Service at Egyptian Armed Forces — Engineering Corps

Managed official documentation, correspondence, and administrative workflows within the Engineering Authority's administrative headquarters.

• Awarded a Certificate of Appreciation from the Engineering Authority for operational efficiency, discipline, and administrative excellence.

Bachelor of Social Work (BSW) in Social Work – Kafr El Sheikh University (2024)

Postgraduate Studies in Psychology & Sociology

Training in Practical Training in Legal & Administrative Document Review – Family Court