As an Account & Customer Experience Manager with over a decade of international and cross-sector experience, I specialise in delivering exceptional service operations and building strong client relationships across global markets. Currently at Newstel, I act as the strategic bridge between our multilingual BPO teams and our clients, ensuring their expectations are not only met but exceeded through seamless communication, tailored support solutions, and operational precision. Prior to joining Newstel, I spent nearly six years at URBN - parent company of Urban Outfitters, Anthropologie, Free People, and Nuuly - where I progressed from Customer Service Coordinator to Supervisor. In these roles, I was responsible for managing remote support teams, overseeing training and development, and ensuring SLA and KPI alignment across the UK and European markets. I led initiatives to streamline workflows, maintain SOPs, and enhance team performance, all while keeping customer satisfaction at the heart of every decision. My early career in the travel and hospitality sector, with MTS Globe and Thomas Cook in Egypt, further shaped my leadership and crisis management capabilities. From airport logistics and guest transfers to handling complex complaints and conducting hotel quality audits, I learned to operate under pressure, respond to dynamic customer needs, and ensure service consistency across high-volume touchpoints. These formative experiences equipped me with the resilience, cultural intelligence, and communication skills that continue to define my leadership style today. Fluent in English, French, and Arabic, and holding a Bachelor's degree in Political Sciences from Cairo University (French Section), I bring a globally attuned perspective to every project I undertake. I thrive in environments that require empathy, adaptability, and structure - and am passionate about empowering teams to perform at their best through clear processes, accountability, and a shared commitment to service excellence. I’m always open to connecting with like-minded professionals, especially in the areas of BPO operations, multilingual CX, and remote team management. If you're looking to collaborate, share insights, or discuss emerging trends in customer experience and service delivery, feel free to reach out. You can find out more about my professional career on my Linkedin profile: www.linkedin.com/in/walid-nasreldin-46047b48
At Newstel, we believe in building not just a company, but a community. As a global, multilingual organisation spread across four distinct locations, we’ve always embraced flexibility and diversity as our strengths. Yet, when the results of our latest employee engagement survey revealed a recurring theme – social isolation – we knew it was time […]
