Youssef Farag Email & Phone Number

Milan, It

Belgrade, Serbia

Cairo, Egypt

• Received training and certification to conduct Sustainable Development workshops,leveraging academic expertise to address global challenges.• Led collaborative projects on greywater utilization for electricity and water conservation inline with United Nations' SDGs.

Belgrade, Serbia

• Worked with elementary and middle schools to teach the United Nations’ sustainable development goals and global challenges• Participated in leadership development and cross-cultural experiences that seek to make a positive impact through the youth

Cairo, Egypt

• Analysing and sorting data from 1500+ feedback responses daily, to identify developing trends with inbound customer handling• Producing weekly reports to identify points of weakness and strength within the operation• Raising flags for common errors that occur within the customer experience cycle• Provide recommendations for procedural improvements based on common customer queries

• Monitoring and handling budget control for 8 service lines’ performance and key deliverables. (AHT, SLA, Delivery..)• Mapping internal seating for Operations• Reporting, raising and handling appropriate flags regarding potential threats to Operations and Service Delivery• Planning forecasted delivery with Scheduling and Realtime Management teams• On-site hardware control

• Monitoring and handling budget control for 8 service lines’ performance and key deliverables. (AHT, SLA, Delivery..)• Drive operations performance, maximising resource efficiency and output within Operations to ensure meeting commercial targets.• Crisis management and on-site hardware control• Schedule optimization and forecast to meet commercial targets collectively with workforce management.

• Handling second line customer escalations and complaints through being an SPoC for Customer Relations• Responsible for the distribution of knowledge and course governance across operations• Analysing customer feedback to develop better experience cycle• Providing recommendations for procedural improvements based on common customer queries• Responsible for recommending and handling new updates to CRM systems and applications

• Supervising a team of 15-25 early-tenure customer representatives• Providing knowledge, resources and information to support new hires• Handling second line customer escalations and complaints• Governing new team KPIs, making sure they are aligned with operational standards

• #1 Advisor across operations at 17 yrs old• Responding to and identifying enterprise customers’ needs and clarifying information relating to mobile products and services• Handling enterprise customers’ invoices and billing cycle start to end• Providing a seamless customer-centric experience from contact start to end• Building sustainable relationships and engage customers• Seizing opportunities to upsell products when they arise

• Teaching 125 students across 5 classes

Master'S Degree, Global Politics And Society

Bachelor Of Science, Banking And Finance, Political Science (Minor)

GPA 3.79 Excellent with Honours (Highest)

Bachelor Of Science, Banking And Finance

Second Class Honours

Certificate Of Higher Education, Social Sciences, Distinction (Highest)

Academic Direction - Uol

Bachelor Of Science, Banking And Finance

Student Exchange Year

Igcse High School Diploma, 98% | Valedictorian