Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Mayar Elshafey

Mayar Elshafey

Cairo

Summary

Dedicated and adaptable professional with a strong background in customer service and humanitarian work, complemented by more than three years of experience in German call centers. Skilled in client relationship management, problem-solving, and multitasking in fast-paced environments. Fluent in German with excellent interpersonal communication and a proactive, solutions-oriented approach. Known for creativity, teamwork, and a strong drive to learn and grow professionally.

Overview

4
4
years of professional experience

Work History

Consultant

MAS Trade
Alexandria
06.2024 - 02.2025
  • Managed client relationships through regular check-ins and updates on project progress.
  • Oversee daily operations of MAS Trade, managing a team of 20+ employees across both the import sector and ice production
  • Secure timely and efficient supply chain logistics for imports, handling 3+ shipments per month
  • Lead strategic decision-making for three international companies (Maxell Middle East, Maxell America, and Harris), driving growth and cross-border business expansion.
  • Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.

Consultant Intern

Catholic Relief Service (CRS)
Cairo
08.2024 - 12.2024
  • Conduct daily interviews with 60+ refugees as part of the Catholic Relief Services' Enrollment and Grants Project, assessing their needs and eligibility for assistance
  • Assure timely and accurate documentation of beneficiary data, facilitating the smooth distribution of grants and services
  • Follow up with refugees to confirm they have received the necessary services, provided ongoing support and addressed any challenges
  • Collaborate with team members and external partners to guarantee the effective delivery of aid and resources

Customer Service Agent

Vodafone Germany 1212 DSL
Alexandria
12.2023 - 06.2024
  • Handled inbound calls from 40+ customers daily, addressing inquiries, resolving issues, and providing solutions for technical, billing, and service-related concerns.
  • Consistently achieved a 90%+ customer satisfaction rating, recognized for delivering high-quality support.
  • Reduced average call handling time by 15%, increasing service efficiency and allowing more customers to be served daily.

Customer Service Agent

Booking.com
Alexandria
07.2022 - 12.2023
  • Provided customer service to 30+ German-speaking clients daily, assisting with booking modifications, cancellations, and inquiries to pledge a seamless experience.
  • Supported team operations by validating calls, reviewing cases, and performing quality audits, ensuring adherence to company standards.
  • Assisted team members with complex cases, offering guidance on procedures and sharing best practices to enhance team productivity.
  • Improved case resolution efficiency, reducing average handling time by 12% and achieving a 90%+ first-contact resolution rate.
  • Successfully onboarded and mentored 10 new team members, enhancing overall team performance and operational consistency.
  • Conducted regular team meetings (approximately every three weeks or when onboarding new team members) to share communication tips and enhance service skills.

Customer Service Agent

Vodafone Germany 1212 MF
Alexandria
09.2021 - 07.2022
  • Maintained a high level of customer satisfaction by providing accurate and helpful responses.
  • Attended training sessions regularly to stay current on new products or services.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.

Customer Service Agent

Amazon
01.2021 - 06.2021

Education

Bachelor of Arts - College of Management and Technology

Arab Academy For Science And Technology
06.2024

Deutsche Abitur - Fachoberschule

Deutsche Schule Der Borromäerinnen
Alexandria
06.2020

Skills

Problem-solving

Client relationships

Decision-making

Effective communication

Adaptability and flexibility

Critical thinking

Time management

Team collaboration

Analytical thinking

Team leadership & development

Crisis management

Public speaking

Languages

Arabic
First Language
English
Proficient (C2)
C2
German
Proficient (C2)
C2

Timeline

Consultant Intern

Catholic Relief Service (CRS)
08.2024 - 12.2024

Consultant

MAS Trade
06.2024 - 02.2025

Customer Service Agent

Vodafone Germany 1212 DSL
12.2023 - 06.2024

Customer Service Agent

Booking.com
07.2022 - 12.2023

Customer Service Agent

Vodafone Germany 1212 MF
09.2021 - 07.2022

Customer Service Agent

Amazon
01.2021 - 06.2021

Bachelor of Arts - College of Management and Technology

Arab Academy For Science And Technology

Deutsche Abitur - Fachoberschule

Deutsche Schule Der Borromäerinnen

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Mayar Elshafey