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
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.
Education
Bachelor's Degree in Teaching English as a Second Language
Faculty of Education - Cairo, Egypt
Skills
Tools
Zendesk, Freshdesk, Slack, Intercom
CRM & Sales Tools
Salesforce
Customer Experience
VIP Customers, Chargeback Disputes
Customer Support
Billing, Refunds
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, Fast Typing, Sales & Marketing, Teaching
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