HOSSAM OKIL

Technical Support & CRM Specialist | Klaviyo & Email Marketing Systems

Professional Summary: High-performing Technical Support Specialist and Klaviyo Floor Support (FS) Lead with proven expertise investigating case-based technical escalations. Recognized as Best Specialist Q4 on the Klaviyo account. Strategic SME partner to Product Experts (PEs) and Core PEs for API integrations, flow logic, deliverability, and complex CRM troubleshooting.

Szczecin, Poland
LinkedIn
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Languages
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Skills
Work Experience
Klaviyo Technical Floor Support (FS) / Senior Advisor
ConcentrixPoland
May 2024 — Present
  • Awarded Best Specialist (Q4) on the Klaviyo account for technical excellence and floor support leadership.
  • Serve as Floor Support SME, partnering with Product Experts (PEs) and Core PEs to resolve high-tier, non-standard escalations.
  • Conduct deep-dive, case-by-case investigations into API sync failures, flow triggers, dynamic code syntax, webhooks, and deliverability issues.
  • Deliver real-time floor support and ticket guidance, accelerating diagnostic accuracy, reducing MTTR, and surpassing SLAs.
  • Author internal troubleshooting documentation and collaborate with Tier 2/Core teams to isolate platform bugs.
Financial Services Account Associate
FISPoland
Dec 2024 — May 2026
  • Managed sensitive client financial inquiries, payment processing discrepancies, and account management while strictly adhering to compliance regulations.
  • Applied systematic problem-solving to resolve complex billing issues and financial discrepancies efficiently.
Search Engine & Search Quality Evaluator
Telus International & AppenRemote
Jan 2019 — Apr 2024
  • Combined experience across US and global markets providing granular qualitative feedback, syntax analysis, and relevance evaluations for search engine algorithms and ad layouts.
  • Consistently ranked in the Top 5% of global performers, achieving a 98% quality rating and maintaining 95%+ accuracy across monthly quality audits.
  • Evaluated ad copy, linguistic tone, and contextual accuracy, processing over 500 tasks daily with exceptional attention to detail.
Skills
Klaviyo ArchitectureFlow Logic & TriggersCampaign DeliverabilityAPI/Integration TroubleshootingCase-by-case Root Cause AnalysisLog & Data Payload InspectionZendeskTechnical Knowledge Base AuthoringHigh-Pressure Problem SolvingCross-Functional Technical Mentorship
Education
Bachelor of Arts, Liberal Arts and Sciences
Adam Mickiewicz University, Poznań, Poland
Bachelor of Laws (LLB), Law
Alexandria University, Alexandria, Egypt
Languages
English
Fluent
Arabic
Native
German
Intermediate
References available upon request.
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