Islam Karam

Islam Karam

Contact Center Advisor

📍 11 Fouad Al-Showrbagy, El-Mahata St., Giza
📞 +2 1021333435
✉️ Islamkaram33@gmail.com
🔗 linkedin.com/in/islamkrm
🌐 islamkaram.neocities.org

About Me

Results-driven Contact Center Advisor with 5+ years of experience in customer service, team leadership, and process optimization. Proven ability to enhance customer satisfaction (95%+), reduce handling times (15% faster), and improve team performance through training and CRM efficiency. Recognized for resolving escalations 20% faster than peers.

Professional Experience

Apr 2024–Present
Customer Contact Specialist e&UAE, Cairo
  • Manage 50+ daily interactions with 95% satisfaction rate
  • Reduced average handling time by 15% via workflow improvements
  • Top performer in resolving 20% more escalated cases than team average
Sep 2023–Feb 2024
Contact Center Advisor Teleperformance (Careem Acc.), Giza
  • Provided customer support for Careem's ride-hailing platform, resolving ride issues, processing requests, and addressing inquiries related to mobility services
  • Ensured timely solutions for payment, cancellations, and ride disruptions while maintaining high satisfaction standards
May 2023–Aug 2023
Supervisor UC Sharm Car Rent, Sharm El-Sheikh
  • Led 8 agents handling 50+ daily customers; increased satisfaction by 18%
  • Designed scheduling system, improving peak-season coverage by 40%
  • Reduced vehicle downtime by 35% via fleet maintenance tracking
Dec 2021–Jan 2023
Contact Center Advisor Etisalat Egypt, Smart Village
  • Achieved 97% customer satisfaction (15% above team average)
  • Cut handling time by 4 minutes while maintaining quality
  • 85% first-contact resolution rate (vs. 70% benchmark)
Dec 2018–Aug 2019
Contact Center Advisor Wasla Outsourcing (Vodafone Acc.)
  • Promoted and sold Vodafone's Flexi plans to customers, achieving sales targets through consultative upselling and tailored plan recommendations
  • Recognized for high conversion rates and compliance with CRM documentation
May 2015–Dec 2017
Computer Repair Technician (Part-Time) Al-Awa'il Group, Giza
  • Assisted in PC/laptop repairs, software troubleshooting, and customer service
  • Resolved hardware/software issues while balancing studies

Education

2014–2018
Bachelor of Public Law Helwan University, Cairo
2008–2014
GCSE High School Diploma Sadia High Sports School, Giza

Skills & Certifications

CRM Systems
Conflict Resolution
Active Listening
Team Training
Performance Metrics
Process Optimization
Microsoft Office
Data Analysis
CompTIA A+
CompTIA Network+
Linux+

Languages

English (Fluent)
Arabic (Native)