Summary
Overview
Work History
Education
Skills
Languages
Hobbies and interests
Timeline
Generic
Fady Fawzy Sobhy

Fady Fawzy Sobhy

Cairo

Summary

Customer support professional with focus on delivering high-quality service and fostering team collaboration. Known for enhancing operational efficiency and resolving customer issues promptly and effectively. Reliable and adaptable, skilled in conflict resolution and team leadership, ensuring consistent performance in dynamic environments.

Overview

11
11
years of professional experience

Work History

Customer Support Team Leader

VXI Global
06.2025 - Current
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Escalated issues to proper supervisors when standard processes were not effective.
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Managed emergency situations effectively, coordinating with the appropriate team members to quickly address and resolve any customer issues.
  • Monitored emerging trends in customer service best practices, incorporating relevant ideas into our own processes as appropriate.
  • Reduced employee turnover within the department by fostering a positive work environment focused on teamwork, recognition of successes, and open communication.
  • Enhanced customer communication by creating comprehensive templates for common inquiries, enabling faster responses without sacrificing personalization or quality.

Assistant tour operator and operations supervisor

Coralon Travel
06.2023 - 05.2025
  • Assisted clients with obtaining necessary travel documents, such as visas and insurance, to facilitate hassle-free travel experiences.
  • Collaborated with airlines, hotels and coach operators to provide exciting tour packages with attractive prices.
  • Evaluated weather and traffic condition to avoid conflict with tour.
  • Liaised with bus companies to provide personalised tours and transportation services.
  • Responded promptly to enquiries from potential and existing clients, offering professional advice and personalised travel recommendations.
  • Briefed travellers regarding local currency and money changers to prepare before trip.
  • Conferred with travel consultants from different travel agencies to integrate holiday packages and provide more variety for clients.
  • Inspected resorts and hotels to assess accommodations, quality and suitability for clients.
  • Developed strong relationships with vendors and local partners to enhance service delivery and create unique travel experiences.
  • Maintained up-to-date knowledge of travel advisories, visa requirements, and health protocols to provide accurate advice to clients.
  • Coordinated logistics for group tours, including transportation, accommodation, and activity schedules, to facilitate seamless travel experiences.
  • Educated travellers about importance of safeguarding important environmental and cultural locations.

Technical Support Team Leader

Foundever
01.2021 - 05.2023
  • Coordinated cross-departmental efforts to address systemic technical issues, enhancing overall product quality.
  • Promoted a positive work environment, recognising outstanding team contributions and fostering high morale.
  • Adapted team strategies in response to changing business needs, maintaining high levels of service during peak times.
  • Managed escalated technical issues, providing expert guidance and ensuring customer satisfaction with resolutions.
  • Analysed performance data to identify trends and areas for improvement, leading to enhanced team efficiency.
  • Facilitated weekly team meetings to discuss ongoing issues, share best practices, and develop action plans.
  • Led technical support team in delivering high-quality customer service, resolving complex technical issues promptly.
  • Monitored team compliance with data protection regulations, safeguarding customer and company information.
  • Created comprehensive reports on team performance, customer feedback, and support issue resolution rates for senior management.
  • Conducted regular training sessions for team members on new software, hardware, and customer service techniques.
  • Provided thorough training and guidance on new software, systems and applications.

Technical Support Advisor

Foundever
06.2019 - 12.2021
  • Delivered technical support and guidance to customers via phone, email, and live chat, resolving issues promptly.
  • Participated in training sessions to stay updated on latest technology trends and product updates.
  • Customised support solutions to meet the specific needs of diverse clients, enhancing service personalisation.
  • Conducted remote troubleshooting sessions with clients to identify and resolve technical faults efficiently.
  • Adapted communication style to suit technical understanding of customers, ensuring clarity and comprehension.

Restaurant Assistant

Hilton Hotels
05.2017 - 04.2019
  • Handled customer complaints with professionalism, seeking immediate resolutions to maintain satisfaction.
  • Trained new staff on restaurant procedures, service standards, and menu knowledge.
  • Coordinated with kitchen staff to ensure timely preparation and delivery of dishes.
  • Coordinated special events and functions, tailoring services to meet client specifications and budgets.
  • Conducted daily briefings with the team to discuss specials, promotions, and service improvements.
  • Assisted in setting tables, aligning with restaurant standards for presentation and hygiene.
  • Offered recommendations on menu selections based on guest preferences and dietary restrictions.
  • Efficiently resolved customer queries to deliver a quality dining experience.

Customer Service Representative

Concentrix
01.2015 - 05.2017
  • Assisted customers with product-related questions, feedback and complaints.
  • Developed empathetic client relationships and earned reputation for consistently exceeding sales goals.
  • Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
  • Maximised customer satisfaction by resolving service issues promptly.
  • Processed and issued product orders and service upgrades for customers.
  • Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
  • Built rapport with customers through courteous and professional communications.

Education

Mechatronics

University of Modena & Reggio Emilia
2014

Diploma of Higher Education - Electricity & power

Don Bosco technical institute
2012

Skills

  • International relations
  • MS office suite
  • Budget management
  • Strong decision-making
  • Complaint handling
  • Customer retention
  • Visa procedures
  • Event coordination
  • Attention to Detail
  • Sales and recommendations
  • Emergency Response
  • Supplier negotiations
  • Training and mentoring
  • Customer education
  • Customer service
  • Problem-solving
  • Customer service management
  • Team leadership

Languages

Arabic
First Language
English
Upper Intermediate
B2
Italian
Advanced
C1

Hobbies and interests

  • Drawing
  • Travelling
  • Gym
  • Cooking

Timeline

Customer Support Team Leader

VXI Global
06.2025 - Current

Assistant tour operator and operations supervisor

Coralon Travel
06.2023 - 05.2025

Technical Support Team Leader

Foundever
01.2021 - 05.2023

Technical Support Advisor

Foundever
06.2019 - 12.2021

Restaurant Assistant

Hilton Hotels
05.2017 - 04.2019

Customer Service Representative

Concentrix
01.2015 - 05.2017

Diploma of Higher Education - Electricity & power

Don Bosco technical institute

Mechatronics

University of Modena & Reggio Emilia

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Fady Fawzy Sobhy