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Ehab Ahmed CX Architect

Name: Ehab Ahmed CX Architect
Address: Cairo, EG

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Ehab Ahmed CX Architect

From handling 300+ tickets/day to building systems that automate up to 85% of manual triage. I lived the problem -So I built the solution.

CX Operations | E-commerce Customer Experience
5+ Years — Namshi & Noon (Egypt, GCC, Global)
150+ Interactions/Shift | AHT 2:24 | 100% Positive QA
HubSpot Service Hub: Ticketing • SLA • Workflows
📩 Remote Projects & Freelance — Egypt & GCC I design intelligent CX systems that enforce SLAs, eliminate repetitive work, and scale operations—without increasing headcount. My career started on the front lines, managing 100–300+ tickets per shift across 15+ shipping partners at Namshi, handling Black Friday peaks, and operating under strict government compliance at MOHRE. That experience exposed exactly where high-volume CX operations break under pressure. Instead of adapting to inefficiency, I engineered solutions. I taught myself n8n, Make, HubSpot, Firebase, Docker, and AI/NLP workflows to eliminate the bottlenecks I faced daily. Today, I build production-grade CX automation systems that

• Intelligently route and prioritize tickets
• Stabilize queues and enforce SLA compliance
• Reduce cost-to-serve through root-cause automation
• Scale CX performance beyond headcount limits

I combine frontline operational insight with automation architecture to build systems that don’t just work - but hold under real-world pressure. Because customer experience isn’t a support function — it’s a system that must scale.

📍 Cairo, Egypt | Open to Egypt & GCC opportunities
📩 Available for CX Operations & Automation roles
🔗 Portfolio & Case Studies: github.com/ehab-moreed

13/08/2026

خبرة 5+ سنوات في خدمة عملاء نمشي ونون — جاهز أشتغل معاك فورًا

أنا إيهاب، متخصص في خدمة العملاء غير الصوتي وإدارة الطلبات لمتاجر التجارة الإلكترونية والأزياء الفاخرة.

📊 أرقام حقيقية من تقارير شغلي:
✅ 150+ تفاعل سوشيال ميديا في الوردية الواحدة
✅ 102 تذكرة إيميل Open / Reopen تم حلها خلال TAT في 8.2 ساعة — بمتوسط معالجة 2:24 دقيقة
✅ 4–5 محادثات متزامنة مع تقييم إيجابي 100%
✅ 11 شات منفردًا في ساعة واحدة — صفر تقييم سلبي

💼 اللي بأقدمه:
• دعم عملاء غير صوتي (إيميل – شات – واتساب)
• إدارة الطلبات والمرتجعات
• متابعة الشحنات وحل مشاكل العملاء
• التعامل مع الطلبات الناقصة أو التالفة

🟢 متاح تجربة مدفوعة لمدة ساعة واحدة — تشوف الجودة بنفسك قبل أي التزام.

📩 ابعتلي رسالة دلوقتي وابدأ فورًا.

#نمشي #نون #فريلانسر #مرتجعات #مصر #الخليج #الخليجى

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5+ Years in Namshi & Noon Customer Support — Available Now

I'm Ehab, a Customer Experience specialist focused on non-voice support and order management for e-commerce & luxury fashion brands.

📊 Real performance numbers from my reports:
✅ 150+ social media interactions per shift
✅ 102 Root Causes Email Tickets resolved within TAT in 8.2 hours — AHT 2:24
✅ 4–5 concurrent chats with 100% positive ratings
✅ 11 chats handled solo in 1 hour — zero negative feedback

💼 What I offer:
• Non-voice support (Email – Chat – WhatsApp)
• Order managemen & returns
• Shipping tracking & issue resolution
• Handling damaged / missing / wrong items

🟢 Paid 1-hour trial available — see the quality yourself before any commitment.

📩 Message me now and let's start.

10/06/2026

A lot of companies still look at Customer Service Agents as "firefighters" whose job is to run around putting out fires from every direction. The traditional mindset is simple: solve the issue, close the ticket, and move on.

But the real game isn't about putting out fires after they start. It's about stopping them from happening in the first place.

That starts with understanding the root causes behind recurring customer issues. Take one of the most common examples in e-commerce: delivery delays. The problem isn't always the delay itself, because customers can often understand that unexpected situations happen.

What really makes customers lose trust—and sometimes leave for good—is being left waiting with no idea what's going on. In many cases, the real source of customer frustration isn't the delay itself; it's the lack of proactive communication and transparency.

Simply put, customers may forgive a delayed delivery, but they're far less likely to forgive being left in the dark without clear updates or information about their order.

In e-commerce, the real cost of a logistics delay isn't just the late delivery—it's the sudden surge in customer anxiety that floods your support queue.

When an order falls behind schedule, most operations teams brace themselves for the inevitable wave of "Where is my order?" tickets. They treat it as an unavoidable cost of doing business.

But scaling efficiently means shifting from defensive firefighting to intelligent, system-driven operations.

By integrating the right workflow automation and setting up transparent tracking triggers, companies can transform a potential bad review into a trust-building moment—while drastically reducing inbound ticket volume.

📌 خلاصة القول:
إنّ السبب الرئيسي لإحباط العملاء ليس التأخير بحد ذاته، بل غياب التواصل الاستباقي. فالعملاء قد يغفرون التأخير، لكنهم لا يغفرون تركهم في حيرة من أمرهم.

💬 To my fellow CX & Operations leaders: How are you leveraging automation to eliminate customer anxiety before it hits your helpdesk? Let’s talk systems in the comments.

08/06/2026

Let me tell you about the hardest White Friday season I ever worked.

30,000 tickets sitting in a queue. SLAs breached. Customers opening a new thread every hour because nobody had answered
the first one.

Most people looked at this and said: capacity problem. We need more agents.

I looked at it differently.

Every ticket I opened was asking me one question: why did this happen in the first place?

VMI delays from suppliers with no proactive tracking. Incomplete addresses in KSA putting entire shipments on hold. Orders shipped from separate warehouses with zero upstream notification to the customer. On the surface — a CX problem. At the root — a supply chain problem wearing a customer service costume.

So instead of just closing tickets, I built a framework to stop them from coming back.

The outcome:

- 102 cases resolved per shift at 2:24 AHT
- 96% Quality Score across all channels
- 40% drop in ticket reopen rates
- A 15-agent squad built from scratch to protect the brand's public footprint

And now? I've mapped every one of those manual fixes to an automated architecture — n8n, Firebase, WhatsApp API. The same outcomes, engineered into the pipeline instead of recovered from the floor

The full case study is in my Featured Section on LinkedIn — full diagnosis, ex*****on framework, and verified metrics.
🔗 linkedin.com/in/ehab-moreed-cx

If your CX operation is held together by individual effort instead of engineered systems — that's exactly the problem I solve.

Currently open to Senior CX Operations roles and freelance CX consulting engagements — Egypt & remote GCC.

28/05/2026

CX is not just answering tickets.
It's building trust, one interaction at a time.

Every reply you send is either a deposit or a withdrawal from your brand's reputation.
Choose wisely. 💡

20/05/2026

🚀 Next Professional Facebook Post

Most customer experience problems are not caused by customers…

They are caused by:

* Broken processes
* Delayed communication
* Lack of system visibility
* Manual repetitive tasks
* Poor workflow design

Great CX teams do more than respond quickly.
They build operational systems that reduce friction before issues even happen.

This is why automation and AI are becoming essential in modern customer operations:
✔ Faster resolution
✔ Better consistency
✔ Reduced workload
✔ Improved customer trust
✔ Scalable support systems

The future of CX belongs to teams that combine human empathy with operational intelligence.

Ehab Ahmed, CX Architect.

11/05/2026

From handling 300+ tickets per day to automating 85% of manual triage 🔥

I built Smart Ticket Router — an intelligent n8n workflow that automatically classifies and routes customer support tickets in real-time.
Key Features:

Smart classification (Billing / Technical / General)
Automatic HubSpot deal creation
Multiple routing paths + fallback logic
Integrated with my Multi-Carrier Tracking Dashboard

This is one of the core automations I use to scale CX operations without increasing headcount.

Full project (with workflow JSON, documentation, and roadmap)

is now live on GitHub:
→ https://github.com/Building-hub/Smart-Ticket-Router
Next version (v1.2) will include AI classification using Gemini/Claude + better monitoring.

What’s the most painful manual process in your CX or Operations workflow right now?

05/05/2026

From handling 300+ tickets/day to automating 85% of manual triage — this is my CX Automation journey.

I started on the front lines at Namshi (EMAAR Retail), managing high-volume operations across 15+ shipping partners, plus government compliance at MOHRE UAE. I experienced the real pressure of Black Friday peaks and strict SLAs.

So I built the solution myself.

Using n8n, Make.com, HubSpot, Firebase, AI/NLP and React, I created production systems that deliver real impact:

✅ 85% reduction in manual triage
✅ 92% routing accuracy
✅ Real-time Telegram & WhatsApp alerts
✅ Unified Multi-Carrier Tracking Dashboard that reduced WISMO by 68.5%

Here are some screenshots from the systems I built:

- Multi-Carrier Tracking Dashboard Overview
- Carrier Status Panel (B***a, Aramex, Egypt Post)
- Smart Ticket Router n8n Workflow
- Order Ingestion Workflow

I’m currently based in Cairo and open to CX Automation, Operations, and Technical Support roles in Egypt & GCC.
Full Notion Portfolio → https://shorturl.at/p4bzh

What’s the biggest repetitive task you wish you could automate in your operations?

Address

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