Mahmoud Abdelfattah
Alexandria
Summary
As a highly skilled and experienced technical support Assistant/Customer Support agent with over 5 years of experience, I am confident in my abilities to provide customers with accurate and coordinated responses while maintaining professionalism. I possess exceptional multitasking skills, interpersonal skills, and work ethic, making me an asset to any team. I am always willing to learn and adapt to new technologies and policies, and with my typing speed of 50 WPM, I can handle tickets quickly and accurately. I have a vast knowledge of various CRM tools and focus on keeping my CSAT scores within the range of 88%-97%, ensuring peak internal agent ratings.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
Work History
Professional customer Advisor
Concentrix (Expedia group)
04.2021 - 10.2024
- Ensure service delivered to customers meets contractual key performance indicator
- Attend to customers needs and concerns, demonstrate empathy while maximizing opportunity to build rapport with the customer
- Greet customers in a courteous, friendly and professional manner using agreed upon procedures
Sme on task
Concentrix
05.2024 - Current
- Provide floor support, learning sessions, coaching and feedback to agents
- Assists in driving metrics in the team
- Monitor closure of service levels regularly
Customer service representative
Majorel
01.2019 - 02.2021
- Answer incoming telephone calls and emails from the public and customers, and respond to their inquiries and requests
- Addressed customers courteously using suitable methods and problem-solving skills
- Handled escalated calls professionally and offered appropriate solutions
- Conducted regular follow-up calls with customers after resolving their issues
Senior It (hardware and software)
Egy soft for information technology
01.2015 - 01.2019
- Training new employees on how to maintain computer systems
- Meeting face-to-face with clients or senior executives
- Technical support, data management, cybersecurity, infrastructure management, communication, collaboration, and process improvement
It (technical support)
Ig system
01.2011 - 01.2015
- Install and configure software and hardware components of computer and network systems
- Analyze, test, troubleshoot, and evaluate existing network systems, such as local area networks (LAN), wide area networks (WAN), cloud networks, servers, and other data communications networks
- Perform network maintenance to ensure networks operate correctly with minimal interruption
Education
Bachelor of Commerce - undefined
University of workers business Administration department
01.2015 - 04.2019
Amadeus ATC-GEVR, Amadeus ticket changer, Expert Insights on creativity, problem solving, and service, Code of ethics
Concentrix University
Skills
Effective communication
Certification
Amadeus ATC-GEVR, Concentrix University
Timeline
Sme on task
Concentrix
05.2024 - Current
Professional customer Advisor
Concentrix (Expedia group)
04.2021 - 10.2024
Customer service representative
Majorel
01.2019 - 02.2021
Senior It (hardware and software)
Egy soft for information technology
01.2015 - 01.2019
Bachelor of Commerce - undefined
University of workers business Administration department
01.2015 - 04.2019
It (technical support)
Ig system
01.2011 - 01.2015
Amadeus ATC-GEVR, Amadeus ticket changer, Expert Insights on creativity, problem solving, and service, Code of ethics
Concentrix University
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