Ahmed Mostafa
Verified Expert in Support and Operations
Support & Operations Expert
Cairo, Cairo Governorate, Egypt
Toptal member since February 10, 2026
Ahmed is a customer-focused professional with 3+ years of experience in customer support across chat, voice, and email, specializing in real-time analysis, issue resolution, and team leadership. He delivers fast, accurate, and empathetic support using CRMs such as Zendesk, Salesforce, Freshdesk, and Intercom. Ahmed can type 110+ words per minute with 100% accuracy and will be a great addition to any team.
Expertise
- Billing
- Cognos Real-time Monitoring (RTM)
- Freshdesk
- Intercom
- Supervisory Skills
- Technical Support
- VIP Customers
- Zendesk
Work Experience
Visa Specialist and Supervisor
GovAssist
- Processed 350+ support tickets weekly using Zendesk, provided assistance with travel documentation (all types of visas) for international clients, and handled billing inquiries after 2 months of specialized training, meeting all performance targets.
- Promoted to level 2 agent (supervisor) based on exceptional performance, entrusted with managing sensitive cases such as VIP US visa applications for clients with complex backgrounds, successfully helping 97% of these clients secure their visas.
- Obtained over 300 positive Trustpilot reviews, with clients recognizing my high level of assistance, making me the top-rated agent in the company.
- Guided and mentored Level 1 agents, providing guidance on complex issues, training in billing procedures, and conducting mock US visa interview simulations.
- Achieved a consistent 98% internal Quality Assurance (QA) score and maintained a top-5 ranking out of 100 agents for efficiency metrics.
Visa Specialist
GovAssist
- Processed 350+ support tickets weekly using Zendesk, assisted with travel documentation (all types of visas) for international clients, and handled billing inquiries after 2 months of specialized training.
- Promoted to Level 2 agent (supervisor) for exceptional performance. Handled sensitive VIP US visa cases with complex histories, such as deportation and arrest, achieving a 97% approval rate.
- Obtained 300+ positive Trustpilot reviews, with clients recognizing my high level of assistance, making me the top-rated agent in the company.
- Guided and mentored Level 1 agents, guiding on complex issues, training in billing procedures, and conducting mock US visa interview simulations.
- Achieved a consistent 98% internal quality assurance (QA) score and maintained a top-5 ranking out of 100 agents for efficiency metrics.
Real Estate Agent
Keller Williams Realty
- Leveraged sales expertise to close high-value deals, contributing to $2 million in sales revenue.
- Drove consistent business growth through proactive outbound calling and targeted lead generation, securing an average of three qualified leads per day.
- Drove a 40% increase in sales by conducting comprehensive market research and analysis to identify key trends and target demographics, optimizing lead generation strategies and conversion rates.
Workforce Real-time Analyst & Technical Support Specialist
BrainCX
- Provided technical support for mobile, TV, and internet devices through chats and emails, with a focus on handling up to eight live chats simultaneously, assisting clients in troubleshooting issues, and resolving technical problems.
- Supported a campaign for a Latin American client via the Freshdesk platform, managing 60+ tickets per day. Helped with escalations, billing issues, and creating automated responses to streamline processes.
- Managed a team of 40 chat support agents, generating performance reports and tracking agent stats to reduce the team's average handle time (AHT) by 27%, reporting directly to the senior operations manager.
Project History
Trustpilot Reviews
Earned 300+ positive Trustpilot reviews, with clients personally mentioning my name and describing my service as exceptional.
Trustpilot clients personally mentioned my name and shared how genuinely supported, reassured, and cared for they felt. Many highlighted my patience, dedication, and commitment to guiding them through what was often a stressful and life-changing process.
300+ Trustpilot Reviews
Obtained over 300 positive Trustpilot reviews, with clients recognizing my high level of assistance, making me the top-rated agent in the company where I used to work.
Earned 300+ positive Trustpilot reviews from customers, becoming the company’s top-rated support agent. Recognized for consistently delivering exceptional assistance, resolving issues effectively, and creating memorable customer experiences.
Fastest Promotion
Promoted to supervisor within just 9 months, one of the fastest promotions in the company. Recognized for outstanding customer satisfaction, consistent performance, and the ability to take ownership of complex cases and support team success.
Promoted from support agent to supervisor in just 9 months, making it one of the fastest promotions in the company. The promotion reflected exceptional customer satisfaction, strong performance, ownership, and leadership potential.
Education
Bachelor's Degree in Teaching English as a Second Language
Faculty of Education - Cairo, Egypt
Skills
Tools
Zendesk, Freshdesk, Slack, Intercom
Administrative Operations
Support
CRM & Sales Tools
Salesforce
Customer Experience
VIP Customers, Chargeback Disputes
Customer Support
Billing, Refunds
Professional Skills
Data Annotation
Business Function Support
Training
Research
Travel Research
Travel & Events
Visa and Entry Requirements, Visa Requirements Research
Other
Google Workspace, Technical Support, Cognos Real-time Monitoring (RTM), Supervisory Skills, Compliance, Helpdesk, Operations, Payroll & Benefits, Fintech, Finance, Operations Management, Agentic AI, AI Automation, People Management, Artificial Intelligence (AI), English, Recording, Narration, Interaction Design (IxD), Audio Recording, Digital Media, Customer Success, Fast Typing, Sales & Marketing, Teaching, Know Your Customer (KYC)
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