Ready for Customer Success, always learning
Support person by trade. Customer success person by plan.
I spent 18 months on the front line at Gousto, got promoted to Specialist Agent, and consistently finished above target on CSAT and cases per hour. Now I'm looking for my first Customer Success role.
Say hello
Download CV
scroll down for the receipts ↓
Hi! Yes, the headset is real.
The receipts.
Numbers from my time at Gousto.
Customer satisfaction
93.7%
91% Target, maintained weekly.
Cases per hour
7.9
6.5 Target. That's 1.4 more cases an hour (300+ cases per week)!
Call acceptance
96.96%
Missed chats below 1.7%, Skip rate at 1.4%.
Where I've been.
Front-of-house first, then support, with a detour to Egypt in the middle.
Apr to Oct 2025, and Feb 2020 to Mar 2022
Front of House Team Member
Leon Restaurant
Promoted to Training Champion
First face of the restaurant for guests, setting the tone with a warm welcome from the moment they walked in.
Trusted to open the store, handling cash and monitoring stock levels.
Trained around ten new starters, from their first shift to working on their own.
Oct 2023 to Jan 2025
Career break
Cairo, Egypt
Lived in Egypt, travelled through Saudi Arabia and picked up basic Arabic.
Mar 2022 to Sept 2023
Customer Care Specialist
Gousto
Promoted to Specialist Agent
93.7% CSAT against a 91% target, with 7.9 cases per hour against 6.5.
96.96% call acceptance, missed chats cut to 1.7% and skip rate at 1.4%.
Rewrote Zendesk macros and flagged repeat issue patterns, which sped up replies and cut inbound volume.
Named Employee of the Month.
Sept 2016 to June 2018
Steward
Chelsea FC, The O2, London Olympic Stadium
Supported safe, smooth entertainment experiences for large crowds.
Stayed calm and made quick calls in high-pressure live settings.
Tools I can find my way around.
Zendesk
Jira
Slack
Okta
Confluence
Braintree
Google Workspace
Maestro QA
Macro building
Arabic (basic)
Learning, in progress.
Courses I am taking to move from customer support into Customer Success. 2 of 8 done, 2 more under way.
In progress
Excel Essential Training
LinkedIn Learning, Leila Gharani
In progress
Customer Success Management Fundamentals
LinkedIn Learning
See full training and progress
Gousto, Q1 2023 performance review
Ayub is very much an all-around agent, achieving amazing results and I know there are lots of others who could learn from his calm approach.
Line manager
Writing
Short notes on retention, proactive support and what I've learned keeping customers happy. Two posts on the way.
Coming soon
Saving the customer who came to cancel
What retention looks like when someone is already halfway out the door.
Coming soon
Spotting problems before customers do
Flagging patterns early, so the fix lands before the queue does.
View all writing
Ongoing Project | October 2026