Ahmed Hani Shahata Abdallah
Client Relation Specialist
Alexandria,Sidi Gaber
Summary
Passionate and dedicated Customer Service Specialist with over three years of experience in technical support and virtual engineering. Known for resolving complex issues with empathy and efficiency, and building strong client relationships. Skilled in CRM systems, Wi-Fi technologies, and adept at managing KPIs. Currently working as a Closer in debt resolution and settlement, collaborating with major credit bureaus like Equifax, TransUnion, and Experian. Experienced in managing operational tasks and KPIs, with a strong foundation in leadership and managerial potential, ready to take on greater responsibilities
Overview
7
7
years of professional experience
2
2
Certificate
Work History
Sales Closer
DAIL EXPERT
Remote
09.2025 - 12.2025
- Sales Closer with experience in credit analysis, debt settlement, unsecured loans, and credit card debt solutions .
- Collaborated with major credit bureaus ( Experian, Equifax, TransUnion ) to assess consumer credit data.
- Evaluated financial profiles to determine eligibility for debt resolution and modified consolidation programs .
- Improved sales performance by optimizing the closing process and handling objections effectively.
- Maintained compliance with financial regulations, data security, and privacy policies .
INTERNATIONAL CUSTOMER SERVICE ADVISOR
Vodafone Intelligent Solutions (VOIS)
Alexandria, Egypt
08.2024 - 08.2025
- Provided technical support and troubleshooting for home broadband connectivity issues.
- Assisted customers with broadband installation, setup, and activation.
- Maintained accurate records in CRM systems while meeting service quality standards.
- Resolved 50+ broadband connectivity issues per day , achieving a 95% first-call resolution rate .
- Assisted 30–40 customers daily with installation, setup, and activation of broadband services.
- Recommended product upgrades and optimizations that resulted in 10% upsell growth in service packages.
- Coordinated with CityFibre and BT Openreach , ensuring 98% of service faults were resolved within SLA .
CUSTOMER SERVICE REPRESENTATIVE
Sutherland Global Services
Alexandria, Egypt
08.2023 - 06.2024
- Addressed 50+ customer inquiries per day regarding AT&T products, services, billing, and technical issues, ensuring prompt and accurate resolution.
- Provided timely and precise information to resolve customer issues, achieving a 94%+ customer satisfaction rate.
- Promoted and successfully upsold AT&T products and services on nearly every call, achieving 100% add-on sales rate and maximizing revenue per customer interaction.
- Collaborated with cross-functional teams to escalate and resolve complex technical or account issues, maintaining compliance with company policies and SLAs.
- Documented all customer interactions in CRM systems to track issues, follow-ups, and service outcomes.
CUSTOMER SERVICE EXECUTIVE
Microless LLC
Dubai
12.2022 - 03.2023
- Managed customer queries and complaints efficiently in customer front-facing roles across various communication channels
- Processed orders, modifications, and cancellations promptly to meet customer needs
- Escalated critical customer issues to supervisors immediately to prevent revenue loss and policy cancellations
- Provided comprehensive company information and clarified policies to customers during inquiries
- Addressed customer questions and concerns via phone, email, and online chat, ensuring prompt resolution and high satisfaction
CUSTOMER SERVICE REPRESENTATIVE
Concentrix
Dubai
04.2022 - 12.2022
- Etisalat UAE elite
- Resolved customer complaints by identifying issues, explaining solutions, and ensuring follow-up
- Updated client account data on the company website for payment status and unit updates
- Assessed customer needs and provided accurate information using appropriate tools
- Handled customer complaints promptly, offering solutions and ensuring resolution follow-up
SALES AND MARKETING SPECIALIST
Philip Morris International (PMI)
Cairo, Egypt
10.2018 - 12.2019
- Developed and executed offline promotional campaigns, reaching 2,550+ consumers per month to drive awareness of smoke-free products and key cigarette brands.
- Led cross-functional product communication strategies, including launching new products, gathering consumer feedback.
- Monitored campaign performance and adjusted strategies to increase consumer engagement by 88%.
- Collaborated with sales and marketing teams to ensure consistent messaging, driving brand recognition and program adoption by 95%.
Education
Bachelor of Commerce - Business Administration
Alexandria University
Alexandria, Egypt09-2018
Skills
- CRM software expertise
- Inbound call handling
- Problem-solving skills
- Computer skills
- Administrative and office support
- Sales techniques
Languages
English
Arabic
Timeline
Sales Closer
DAIL EXPERT
09.2025 - 12.2025
INTERNATIONAL CUSTOMER SERVICE ADVISOR
Vodafone Intelligent Solutions (VOIS)
08.2024 - 08.2025
CUSTOMER SERVICE REPRESENTATIVE
Sutherland Global Services
08.2023 - 06.2024
CUSTOMER SERVICE EXECUTIVE
Microless LLC
12.2022 - 03.2023
CUSTOMER SERVICE REPRESENTATIVE
Concentrix
04.2022 - 12.2022
SALES AND MARKETING SPECIALIST
Philip Morris International (PMI)
10.2018 - 12.2019
Bachelor of Commerce - Business Administration
Alexandria University
Certification
- Certified Associate, Account Management
- Sutherland Global Services | Alexandria, Egypt
- 2023-08-16 – 2024-06-18
- Gained proficiency in customer relationship management, client retention strategies, and account management tools.
- Certified Associate, Vodafone Intelligent Solutions (VOIS)
PERSONAL INFORMATION
- Nationality: Egyptian
- Place of Birth: Kuwait
Hobbies & Interests
- Gaming: Enjoy complex and strategic games, enhancing problem-solving and teamwork.
- Fitness: Dedicated to regular workouts, promoting health and discipline.
- Photography & Videography: Passionate about capturing moments and telling stories through visuals