Sara Amgad Ali Abouel-Makarem
Senior Analyst, Customer Support Technician
Cairo
Summary
Dynamic customer service professional with expertise in technical troubleshooting, effective communication, and innovative problem-solving. Demonstrated success in fostering team collaboration and adapting to evolving environments while consistently delivering reliable results. Proficient in swiftly resolving complex issues while upholding exceptional standards of customer satisfaction. Renowned for strong interpersonal skills and a proactive mindset focused on exceeding customer expectations.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Senior Analyst, Customer Support Technician
RSA Security Limited
03.2025 - Current
- Responsible for Team knowledge transfer
- Mentor new hires in CST, CRD and different teams.
Customer Support Technician Analyst
RSA Security Limited
09.2022 - 03.2025
- Provide front-end non-technical support for RSA Internal and External Customers. Follows call/email handling procedures to ensure excellence in customer service. Identifies customer requests, creates, research, and updates Technical and Administrative service requests.
- Routes service requests to appropriate product support teams.
- Handles CRD cases and primary troubleshooting for RSA Customers facing issues on our Community Portal works on resolving it via various channels and escalates to the next level team whenever needed.
- Administers an individual case schedule, determining urgency levels, negotiating terms, and conveying expectations to clients.
- Collaborate with Global support teams.
Education
Bachelor's Degree - Business Administration, Major Accounting and Finance
Georgia State University Joint Program With Cairo University
Cairo 04.2001 -
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Futures Languages School
01.2018
Skills
Operational performance tracking
Expertise in advanced Excel functions
Data interpretation
Strategic business case formulation
Building client relationships
Interpersonal workplace skills
Information security
EXTRA CURRICULAR ACTIVITIES
Former Delegate – The International Model of European Union (IMEU) | February 2019 Council of European Economic and Social Committee (EESC). Contributes to strengthening the democratic legitimacy and economic effectiveness of civil society.
INTERNSHIPS
- Commercial International Bank |Summer Online Training Program | September 2021
- Banque Misr | Summer Training Program | October 2021
Certification
High Impact Presentations by Dale Carnegie Training
Timeline
Senior Analyst, Customer Support Technician
RSA Security Limited
03.2025 - Current
High Impact Presentations by Dale Carnegie Training
04-2024
Customer Support Technician Analyst
RSA Security Limited
09.2022 - 03.2025
Bachelor's Degree - Business Administration, Major Accounting and Finance
Georgia State University Joint Program With Cairo University
04.2001 -
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Futures Languages School
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