Summary
Overview
Work History
Education
Skills
Timeline
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Hany Malak

Customer-Facing Professional | Sales, Support & Onboarding (German & English)
Cairo

Summary

Motivated and customer-focused professional with a strong background in sales, support, and client relations. Skilled at building rapport, handling customer inquiries, and driving engagement in fast-paced environments. Known for adaptability, clear communication, and a proactive approach to problem-solving. Ready to contribute to a dynamic team and support business growth.

Overview

6
6
years of professional experience
2019
2019
years of post-secondary education
3
3
Languages

Work History

Sales Development Representative

Cit Peak (Hello Again)
Cairo, Cairo Governorate
01.2025 - Current
  • Conducted outbound prospecting (calls, emails, LinkedIn) to identify and qualify potential clients in the DACH region.
  • Initiated the first contact with decision-makers to generate interest in CitPeak’s IT services and consulting solutions.
  • Managed and updated CRM tools (e.g., Salesforce, HubSpot) to ensure data accuracy and track lead progress.
  • Scheduled qualified meetings and demos for Account Executives and the Sales Manager.

Customer Support

IGT Solutions
Dubai
07.2023 - Current
  • Company Overview: Lufthansa
  • Provide timely and accurate information about flight schedules, delayed, cancellation, and rebooking option.
  • Investigate the reason for the cancellation and delay and communicate this information to passengers.
  • Address baggage relented issues such as lost, damage, delayed luggage.
  • Coordinate with relevant team to track and locate missing baggage.
  • Facilitate the claims process and ensure passengers are compensated for any inconvenience.
  • Resolve customer complaints and issues promptly and professionally.
  • Escalate unresolved issues to higher authorities when necessary.
  • Lufthansa

Technical Support Engineer

Concentrix
Cairo, Cairo Governorate
12.2022 - 07.2023
  • Company Overview: Microsoft
  • Experienced in Active Directory, including installation, configuration, and management.
  • Knowledgeable in Group Policy, and other related technologies that integrate with Active Directory.
  • Experienced in managing user accounts, permissions, and security groups within Active Directory.
  • Microsoft

Customer Assistant

Amazon
12.2021 - 12.2022
  • Provided exceptional customer service to Amazon customers by assisting them with any questions or concerns related to their purchases.
  • Resolved customer inquiries through phone, email, and chat support channels in a timely and professional manner.
  • Demonstrated strong product knowledge and familiarity with Amazon policies and procedures to effectively assist customers with their inquiries.
  • Collaborated with cross-functional teams to identify and resolve customer issues and improve the customer experience.

Customer Service

Concentrix
Cairo
01.2020 - 12.2021
  • Company Overview: Booking.com
  • Provided listing support to property owners for their properties to be listed on the Booking.com website.
  • Assisted property owners in optimizing their property listings for maximum visibility and bookings on the Booking.com website.
  • Ensured accuracy and completeness of all listings before publishing them on the website.
  • Maintained excellent customer service by addressing property owner inquiries and resolving issues promptly.
  • Received incoming reservation inquiries and updated existing bookings in line with established policies and procedures.
  • Assisted customers with finding favorable rates for desired reservation dates, times, and locations.
  • Handled travel arrangements for groups, couples, executives, and special needs clients.
  • Booking.com

Education

Bachelor - tourism and hospitality: Tourism Studies

King Marriott Academy
Alexandria, ALX
01.2020

Skills

  • Excellent communication and interpersonal skills

  • Strong sales and persuasion abilities

  • Customer-focused with problem-solving mindset

  • Skilled in cold calling and lead generation

  • Proficient in CRM systems and digital communication tools

  • Adaptable and quick to learn new tools and processes

  • Organized with strong time management skills

Timeline

Sales Development Representative

Cit Peak (Hello Again)
01.2025 - Current

Customer Support

IGT Solutions
07.2023 - Current

Technical Support Engineer

Concentrix
12.2022 - 07.2023

Customer Assistant

Amazon
12.2021 - 12.2022

Customer Service

Concentrix
01.2020 - 12.2021

Bachelor - tourism and hospitality: Tourism Studies

King Marriott Academy

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Hany MalakCustomer-Facing Professional | Sales, Support & Onboarding (German & English)