Founder
Reda
Founder · Solution Architect
Founder of CRM Scene and Solution Architect with 10+ years across software delivery, financial services, and managed operations.
Zendesk architectureEnterprise deliveryFinancial services
Team
The specialists behind CRM Scene.
CRM Scene is founder-led by Reda, with Nassar, Rama, Shehab, Abdelsalam, and Hossam adding depth across solution architecture, senior development, healthcare workflow automation, CX consulting, BPO operations, workforce management, Zendesk expertise, integrations, automation, knowledge operations, and release governance.
Named team membersFounder-led delivery with architecture, automation, BPO, CX, and Zendesk depth.
Meet the public team members behind CRM Scene. The team is organized around named ownership across support operations, implementation, automation, integrations, and governance.
Team member
Nassar
Solutions Architect · Sr. Developer
Leads solution design and senior development for customer operations systems, Zendesk extensions, integrations, and automation work that needs to run reliably in production.
Solution architectureSenior developmentIntegrations
Team member
Rama
BPO, Workforce Management, Zendesk & Automation Expert
Brings leadership depth across BPO operations, workforce management, customer service direction, Zendesk workflow design, and automation programs for high-volume support teams.
BPO operationsWorkforce managementZendesk automation
Team member
Shehab
Healthcare Workflow Automation Specialist
Designs automation for healthcare and clinic operations, including intake, triage, scheduling handoffs, follow-up workflows, and patient-support processes that need clear controls.
Healthcare workflowsClinic operationsAutomation design
Team member
Abdelsalam
CX Consultant · Zendesk Expert
Supports Zendesk configuration, support-process mapping, agent workflows, automation QA, and practical CX improvements that teams can operate after launch.
CX consultingZendesk setupWorkflow quality
Team member
Hossam
CX Consultant · Zendesk Expert
Helps support teams translate customer-service goals into Zendesk workflows, reporting structure, admin hygiene, and continuous optimization.
Zendesk expertiseSupport operationsReporting
CRM Scene keeps the team model intentionally scoped: named ownership across architecture, development, automation, BPO operations, workforce management, and CX consulting.
Core disciplinesThe domains CRM Scene leads most often.
CX
Architecture
CX and support systems architecture
Designing queues, channels, workflow boundaries, reporting, and ownership models that can survive scale and change.
ZD
Zendesk
Zendesk implementation and administration
Forms, fields, groups, business rules, help centers, permissions, multi-brand environments, and operational hygiene.
AUT
Automation
Automation and workflow quality
Designing deterministic rules, escalation logic, exception handling, and safer AI-assisted support workflows.
KB
Knowledge
Knowledge operations and search readiness
Structuring, governing, and maintaining article systems so they stay useful for customers, agents, and future AI tooling.
INT
Integrations
Integration and handoff design
Clarifying data dependencies, retries, observability, and ownership between Zendesk and the rest of the operating stack.
WFM
Operations
BPO operations and workforce management
Improving capacity planning, queue ownership, staffing rhythms, support leadership routines, and Zendesk workflows for high-volume teams.
How CRM Scene worksA delivery style built around clarity and maintainability.
Specialists, not generic staffing
CRM Scene is intentionally organized around domain depth. The value is not just extra hands—it is better system thinking applied to support operations, knowledge, workflow design, and governance.
Close collaboration with client owners
- Internal admins and operations leads stay visible in the process
- Engineering partners are pulled in where data contracts or integration behavior matter
- Documentation and owner clarity are treated as part of delivery, not a separate afterthought
What clients should expect
- Clear scoping language
- Direct recommendations instead of fuzzy status updates
- Delivery shaped around what the support team actually has to run after launch
How public content is reviewedA stronger trust layer for public guidance and client examples.
RV
Review
Practice-led review before publication
Public guides are reviewed against live delivery constraints, operational risk, and CRM Scene’s current service language before they go live.
PF
Proof
Client examples stay appropriately sanitized
Case studies and examples protect sensitive client detail while still showing system choices, delivery structure, and the operating model.
TR
Trust
Private references can go deeper
Additional named bios, deeper credentials, and client-specific reference material are better reviewed in the right sales or security context than guessed publicly.
Related pagesRecommended next pages.
SV
Services
Service pages
Connect team expertise to implementation, automation, knowledge ops, integrations, governance, and managed services.
Open services →PT
Partner
Zendesk partner page
Review partner credentials, delivery model, and client proof.
Open Zendesk partner page →CS
Work
Selected work
See how the team’s operating standard shows up in public case studies.
Open selected work →