Open To Work
MARK NADER NESSIEM SALAMA
Customer Support Manager
Giza
Work Preference
Summary
Customer Support Leader with nearly 10 years of experience in the toughest industries across customer service, technical support, customer success, account management, and project coordination, supporting customers across the U.S., Canada, and U.K. Proven ability to step into complex, fast-moving environments, bring structure to fragmented processes, and take ownership from customer acquisition through project completion. Experienced in managing high-volume pipelines, cross-functional teams, and cross functional coordination. Experienced in building SOPs, knowledge bases, operational workflows, KPIs, CRM processes, escalation frameworks, and automated support systems. Combines strong customer empathy and communication with operational awareness, process improvement, and a deep focus on measurable outcomes.
Overview
11
11
years of professional experience
6
6
Certificates
Work History
Customer Support Manager
Prime Steel Manufacturing
Delray Beach, Florida
12.2024 - 09.2026
- Created Support SOPs, and manual, with automations and workflows that increased efficiency and ensured alignment with scope.
- Managing and overseeing 1000+ accounts, leading planning and execution across projects.
- Created a full CRM set-up, deal pipeline and a ticketing System on HubSpot CRM reducing manual tracking and improving visibility across support operations.
- Managing Supplier relations, communication, logistics and Outreach.
- Implemented KPI measures and reporting dashboards that allowed a reduction of 23% in SLA, increased CSAT by 24.5%, developed FCT pathways, and automated
solutions to reduce weekly ticket overload, and reduce manual work. - Created different ticket stages and autonomous tagging to automatically flag critical cases, and allow for quicker and more efficient ticket Triage.
- Integrated a AI chat bot with CRM access for easier self-service, and quicker turnaround on accessible information to reduce workload, and improve success.
- Integrated AI support agent, with integrations into the CRM, client base, and AI tools to easily identify and track information across client accounts, providing faster
service to clients, and faster access to client data for the support team. - Created new pathways for risk management, and drafted all possible scenarios, and the logical workflow path to execution which helped navigate the team through tough
cases. - Managed escalated cases and VIP account management to ensure highest level of
care and service to high value clients.
Customer Support Manager
Viking Manufacturing
Fresno, California
07.2023 - 11.2024
- Built Viking Manufacturing's first structured customer support operation by designing HubSpot ticketing pipelines, automations, escalation paths, AI integrations, reporting dashboards, and self-service workflows, creating visibility across hundreds of active projects and significantly reducing resolution times.
- Drafted performance metrics and dashboards using HubSpot Dashboards, with new resolution pathways aiming at monitoring, and enhancing support team
performance, reducing ticket closing time from 30 days to one week. - Directed a global support team, conducting regular meetings to discuss performance and updates.
- Conducted quality checks on support tickets and customer communications to uphold excellence in service delivery, reducing SLA by 85.7%, and increasing customer satisfaction over the course of 6 months by 33.33%.
- Maintained up-to-date progress tracking across ongoing projects, ensuring transparency and alignment with deadlines.
- Managed escalations, delivering swift and effective resolutions, maintaining lowest Highest retention rates.
- Designed and implemented a comprehensive Support Manual and Knowledge Base,enhancing onboarding and customer self-service.
- Introduced new resolution pathways, lead the testing and implementation of new business opportunities, B2B scaling, and collaboration, improving overall quality of
projects' lifecycle, customer satisfaction, and company growth. - Empowered the team by creating actionable solutions to operational challenges, enhancing morale and capability.
- Managed vendor relations, supply chain communication, invoicing and payments, scheduling logistics and delivery with key stakeholders, ensuring alignment with
contractual terms. Collaborated cross-functionally to maintain operational transparency and meet project deadlines.
Customer Service Expert & Acting Support Team Lead
TeamWhale
10.2022 - 07.2023
- Managed over 10 VIP escalations and daily follow up with professionalism, maintaining high satisfaction across diverse regions.
- Communicate fluently and effectively in both Arabic and English, maintaining high standards of customer care through chat and voice channels.
- Delivered technical troubleshooting and product support via chat and voice channels.
- Coordinated with IT, Operations, and Product teams to ensure seamless resolution of customer issues.
- Monitored open cases, ensuring timely follow-up and closure.
- Analyzed recurring issues and implemented preventative measures to reduce escalations.
- Stayed updated on product developments and system changes in a fast paced environment to provide accurate and up-to-date support.
Subject Matter Expert (SME)
Sutherland Global Service
08.2021 - 12.2021
- Provided expert guidance to support agents, addressing escalations and ensuring knowledge accuracy.
- Trained and coached advisors on customer interaction best practices.
- Provided a comprehensive knowledge of products and services and their competitive advantages through continuous team monitoring making sure they are following quality standards.
Customer Service Representative
Sutherland Global Service
10.2020 - 08.2021
- Delivered technical and account support for AT&T customers, maintaining high CSAT scores.
- Maintained a positive, empathetic, and professional attitude toward customers at all times.
- Provided technical support and customer service to the organization's users of computer applications and hardware (e.g., PCs, servers, mainframes).
- Answered questions regarding system procedures, online transactions, systems status and downtime procedures, typically located within a call center.
Subject Matter Expert (SME)
Suddenlink Communications
06.2020 - 09.2020
- Provided expert guidance to support agents, addressing escalations and ensuring knowledge accuracy.
- Trained and coached advisors on customer interaction best practices.
- Provided a comprehensive knowledge of products and services and their competitive advantages through continuous team monitoring making sure they are following quality standards.
Customer Service Representative
Suddenlink Communications
01.2020 - 06.2020
- Maintained a positive, empathetic, and professional attitude toward customers at all times. - Offered and chose the best subscription bundle for our customers.
- Provided technical support and customer service to the organization's users of computer applications and hardware (e.g., PCs, servers, mainframes).
- Answered questions regarding system procedures, online transactions, systems status and downtime procedures, typically located within a call center.
Customer Service Representative
Teleperformance
01.2019 - 12.2019
- Engaged with new traveling customers - Cooperating with incoming clients to determine their needs and consulting them on an appropriate destination, methods of transportation, travel dates, costs, and accommodations. Handled escalations and applied appropriate resolution procedures to ensure customer satisfaction.
- Provided exceptional Customer Service - Making sure clients are thrilled with our services from start to finish, no matter what it takes.
- Facilitated the tailored travel deal - Supporting the process for clients with timely professional insight and expertise.
- Networked with colleagues and customers - Supporting existing and exploring new contacts in order to maintain a steadily evolving clients’ database.
- Supported property owners, property managers and travelers by providing excellent service via phone and/or e-mail contacts.
- Helped to analyze and identify issue severity levels and follow appropriate escalation procedures.
Technical Support Representative
Vodafone UK
02.2017 - 03.2018
- Provided a professional first technical point of contact for the customers.
- Provided updates as needed to the customer in order to meet performance objectives.
- Ensured cases are allocated to the most appropriate ‘next step’ as part of the case flow process.
- Performed technical escalations in line with company procedure.
- Conducted initial diagnostics and undertook basic fault diagnostics to resolve where possible, customer faults.
Customer Service Representative
Vodafone UK
01.2016 - 02.2017
- Responded to customers over the phone, resolving their inquiries and promoting the company image to our customers by providing the best service level that exceeds their expectations.
Education
B.Sc. - Civil Engineering
Alexandria University, Faculty of Engineering
01.2020
Skills
CRM Platforms: Halo, Masari, HubSpot, Siebel
Productivity & Collaboration: Microsoft Office Suite, Excel, Jira, Click Up, Asana, Zendesk, Live chat, Help Desk, Trello, Confluence, Slack
AI Integrations: Magical, Sidebar, Automation Tools (Zapier)
Strong data analysis, reporting, and workflow optimization skills
Certification
Project Initiation: Starting a Successful Project – August 2025
LANGUAGES
Arabic: Native
English: Fluent (listening, speaking, writing)
German: Basic
Timeline
Customer Support Manager
Prime Steel Manufacturing
12.2024 - 09.2026
Customer Support Manager
Viking Manufacturing
07.2023 - 11.2024
Customer Service Expert & Acting Support Team Lead
TeamWhale
10.2022 - 07.2023
Subject Matter Expert (SME)
Sutherland Global Service
08.2021 - 12.2021
Customer Service Representative
Sutherland Global Service
10.2020 - 08.2021
Subject Matter Expert (SME)
Suddenlink Communications
06.2020 - 09.2020
Customer Service Representative
Suddenlink Communications
01.2020 - 06.2020
Customer Service Representative
Teleperformance
01.2019 - 12.2019
Technical Support Representative
Vodafone UK
02.2017 - 03.2018
Customer Service Representative
Vodafone UK
01.2016 - 02.2017
B.Sc. - Civil Engineering
Alexandria University, Faculty of Engineering
CORE COMPETENCIES
- Leadership & Team Coaching
- Escalation Management and Conflict Resolution
- Project Management
- Process Improvement
- Emotional Intelligence
- Customer Retention Strategies
- Cross-Functional Collaboration
- Excellent Communication & Presentation Skills