Amr Emad

Full-Stack Developer with hands-on delivery of production-grade web applications across the React / Next.js / Node.js / MongoDB stack. Electrical engineering background provides a systematic approach to debugging and system design; graphic design training closes the gap between implementation and pixel-perfect UI. Currently building Dawrly, a real estate admin platform with multi-level hierarchy and bulk Excel import. Seeking [TARGET ROLE] at a team that values clean architecture and ships fast.

Customer Service Agent at Amazon

• Resolved [X]+ customer escalations per week with a [X]% first-contact resolution rate, directly reducing repeat-contact volume and protecting seller ratings.
• Documented recurring technical and logistical patterns and proposed process changes that were adopted by the team, a habit now applied to API design and code review.
• Maintained a [X]/5 CSAT score over [X] months by diagnosing root causes quickly — the same systematic debugging approach I apply to production issues.

Customer Service Agent at Alorica

• Handled [X]+ inbound contacts daily across voice and chat, developing communication skills directly transferable to technical documentation and client-facing engineering roles.
• Consistently met SLA targets of [X]% calls answered within [X] seconds, building the habit of working accurately under time pressure.

B.Sc. in Electrical Engineering – El Shorouk Academy