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Elijah
@eliaamir22
Customer Support Lead, English and Arabic
Égypte
Anglais, Arabe
À propos de moi
Hi, I’m Elijah, a customer support professional with 3 years in high-volume call center operations on AT&T accounts, from agent to team lead. My Resolve Rate averaged 5% above target, my team had the lowest repeat call rate for 5 months, and I handle angry, technical and escalated customers by phone, chat and email in English and Arabic.
I’ve also delivered 300+ Android rooting and custom ROM orders in 40+ countries with 90+ five-star reviews, so I know how to keep clients happy remotely. B.Sc. in Computer Science.
Message me and let’s get your customers sorted fast.
Compétences
Elijah
hors ligne •
Temps de réponse moyen de 14 heures
Voir mes services
Assistance technique
I will root and flash custom roms for your android phone
Support informatique
I will root your android phone for you
Expérience professionnelle
IT Support Engineer
Syrve MENA • Temps plein
Apr 2026 - Present • 6 mos
• Support enterprise POS deployments across MENA & the UK, maintaining 99%+ SLA adherence every month while customizing client receipt templates and resolving configuration issues. • Handle network configuration, receipt printer troubleshooting, delivery aggregator integrations, and Windows user/access administration across client POS environments, reading system logs to diagnose root causes. • Turn recurring customer issues into documented, reproducible defect reports for the development team, closing the gap between customers and engineering.
Sutherland
Temps plein • 1 yr 1 mo
L3 Team Lead - Service Delivery
Jul 2025 - Apr 2026 • 9 mos
• Led technical support teams of 8–16 members across broadband/mobility tech support lines of business, working directly with AT&T account stakeholders on KPIs. • Kept the highest Resolve Rate consistently, averaging 5% above target, while maintaining AHT & VOC targets. • Built new workflows to fix misrouted calls in-team instead of transferring them out, resolving 53% of misrouted volume. • Requested by name to lead underperforming teams and support additional accounts AT&T accounts; partnered Quality, Training, and HR on workflow, policy, and welfare alignment.
Training Facilitator
Apr 2025 - Aug 2025 • 4 mos
• Conducted a data-driven new hire training on product knowledge, soft skills, and company policies, ensuring adherence and alignment with client performance metrics. • Trained and Led 12 new hires to 120% attainment during training and nesting phases. • Led upskilling training for 12 underperforming tenured agents, analyzing behaviors, creating improvement plans.
96 Avis
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