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
Strong computer skills
Proficiency in Microsoft Word
Proficiency in Microsoft Excel
Proficiency in Microsoft Outlook
Proficiency in Windows-based applications
Active listening
Patience
Collaboration skills
Customer service
Leadership skills
Management skills
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