Abdulrahman Muhammad El-Mahdy

Work History

Raya Contact Center

Cairo, Maadi

11.2017 - 05.2018

Used consultative techniques to understand customer needs and make strategic referrals to business partners.
Described product highlights and benefits to help guide purchasing decisions.
Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Recorded product or service failure complaints and notified appropriate departments.
Increased efficiency and team productivity by promoting operational best practices.

Virgo Solution Business

Cairo, Maadi

05.2018 - 06.2019

Developed and tested new product offerings prior to release to assist development team in bug identification.
Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
Patched software and installed new versions to eliminate security problems and protect data.
Recorded and maintained relevant notes for each client and work order.
Assisted customers in identifying issues and explained solutions to restore service and functionality.
Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Configured hardware, devices and software to set up work stations for employees.
Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Removed malware, ransomware and other threats from laptops and desktop systems.
Explained technical information in clear terms to non-technical individuals to promote better understanding.
Submitted service tickets for equipment maintenance requests.
Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Analyzed Technical issues to identify troubleshooting methods needed for quick remediation.
Monitored systems in operation and input commands to troubleshoot areas.

Virgo Solution Business

Cairo, Maadi

12.2019 - 11.2021

Reported test findings to development personnel, advising staff on efficacy of subsequent remediation attempts.
Tested, identified and troubleshot problems in field with cellular networks and data collection equipment.
Worked alongside management to develop testing and improvement plans.
Defined test strategy for product documentation
Evaluated results against design and customer standards.
Wrote and optimized test cases to maximize success of manual software testing with consistent, thorough approaches.
Created accurate and successful test scripts to manage testing of certain products and features.
Trained new test employees on testing to promote productive and high-quality work.

Virgo Solution Business

Cairo, Maadi

12.2020 - 11.2021

Tracked KPIs and created continuous improvement plans.
Developed and implemented training initiatives for new hires.
Analyzed and developed service goals.
Trained and developed personnel to improve safety, employee relations and resolve complicated issues.
Delivered training for staff development, change management and materials, process and technical controls.
Oversaw supply chain and supported tech transfer projects, batch release testing, change management and resolution of customer complaints.
Defined clear targets and objectives and communicated to other team members.
Instituted quality systems within organization encompassing training, corrective and preventive action.
Performed customer needs assessments and coordinated resolutions with supply chain and quality teams.
Launched quality assurance practices for each phase of development
Directed training and retraining of employees to boost performance and enhance business results.
Improved staffing during busy periods by creating employee schedules and monitoring.
Managed quality programs to reduce overdue compliance activities.
Planned, created, tested, and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.