Mohamed Elrawi
IT service desk
Cairo
Summary
Experienced call center professional and IT service desk specialist with nearly four years of expertise in delivering exceptional customer service. Proficient in leveraging technology to improve customer experiences, adept at problem-solving and multitasking. Key strengths include excellent communication skills, providing clients with clear guidance and practical advice. Consistently making a positive impact on customer interactions and engineering efforts for supported products.
Overview
3
3
years of professional experience
4
4
years of post-secondary education
3
3
Certificates
Work History
IT Service Specialist
ATOS IT Services And Solutions
2024.02 - Current
- Engaged in user support interactions via telephone, chat and email platforms.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Collaborated with cross-functional teams to resolve complex technical issues, ensuring minimal downtime for endusers.
Deputy Team Leader
WEBHELP EGYPT - CAIRO
2023.05 - 2024.02
- Support the Team Leader in managing daily operations and workflow
- Educate agents on workflows for clear understanding
- Foster a supportive learning environment and address the Agent queries effectively
- Support the onboarding process for new team members
- Communicate challenges and propose solutions to enhance team effectiveness.
Support Ambassador for Airbnb Project
WEBHELP EGYPT - CAIRO
2022.04 - 2023.05
- Provide prompt and helpful assistance to Airbnb users through various communication channels
- Stay informed about Airbnb's services, policies, and updates to provide accurate information to users
- Represent Airbnb in a positive manner, contributing to a favorable brand image
- Escalate complex issues to higher-level support or relevant departments for resolution.
B2B Reservations Executive
WEBBEDS EGYPT - CAIRO
2021.08 - 2022.04
- Confirm bookings with hotels and provide necessary details, including confirmation emails or documentation
- Coordinate with other departments, such as front desk, to ensure smooth guest transitions
- Utilize reservation management systems proficiently to input, modify, and retrieve booking information
- Stay informed about industry trends and attend training sessions to enhance skills.
Education
Bachelor of Arts - German Language and Literature department
HIGHER NSTITUTE FOR LANGUAGES
2017.01 - 2021.04
Skills
Active Listening
undefinedCertification
B2 German language certificate, GOETHE INSTITUT CAIRO, 2024
Languages
GERMAN
Advanced
C1
ENGLISH
Upper intermediate
B2
References
AVAILABLE ON REQUEST.
Interests
Travel
Software
O365
Timeline
IT Service Specialist
ATOS IT Services And Solutions
2024.02 - Current
Deputy Team Leader
WEBHELP EGYPT - CAIRO
2023.05 - 2024.02
Support Ambassador for Airbnb Project
WEBHELP EGYPT - CAIRO
2022.04 - 2023.05
B2B Reservations Executive
WEBBEDS EGYPT - CAIRO
2021.08 - 2022.04
Bachelor of Arts - German Language and Literature department
HIGHER NSTITUTE FOR LANGUAGES
2017.01 - 2021.04
B2 German language certificate, GOETHE INSTITUT CAIRO, 2024
B2 German language certificate, DFA CAIRO, 2022
Work Readiness program, THE GERMAN CHAMBER OF INDUSTRY&COMMERCE, 2023
Similar Profiles
Bennett JayachandranBennett Jayachandran
Project Manager at Atos Global IT Solutions And ServicesProject Manager at Atos Global IT Solutions And Services
Jonathan BardeenJonathan Bardeen
Systems Architect at ATOS IT Services And SolutionsSystems Architect at ATOS IT Services And Solutions
KHUSHABU RANIKHUSHABU RANI
Application Analyst/Data Analyst at ATOS IT Services And SolutionsApplication Analyst/Data Analyst at ATOS IT Services And Solutions