Sherif Hamdy
Cairo
Overview
17
17
years of professional experience
2
2
Languages
Work History
Support Team Lead
Fawaterak
12.2020 - Current
- Collaborate with vendors to locate replacement components and resolve advanced problems
- Break down and evaluate user problems, using test scripts, personal expertise and probing questions
- Used CRM software to create and update tracking documents
- Monitor systems in operation and quickly troubleshoot errors
- Maintain record of daily individual activities, behaviors and incidents for analysis and assessment
- Collect, aggregate, verify and monitor trend data.
Senior Technical Support Specialist
ExpandCart
12.2020 - 07.2022
- Working closely with our payment gateway partner company "ExpandPay/Fawaterak" to flag critical issues, test new features, report bugs, and acting as the first point of contact between the clients and our relevant internal departments
- Assist maintaining a proper workflow with the top management by directing tasks to their proper channels, making sure to handle any challenges in a timely manner, following up with our internal departments and cascading the results to the end users
- Content creator: responsible for creating/editing Knowledgebase topics, making sure they are up to date and in alignment with the website
- Tester: testing new features as soon as they're published, and conducting random tests to make sure that our services are up and running smoothly, reporting bugs and making sure they're remedied as quickly as possible
- Work collaboratively with the development team to correct errors and participate in testing for product releases
- Providing feedback on the effect of bugs and errors, usability and other test findings/results
- Maximized use of hardware and software by training users and interpreting instructions
- Customer relationship officer: Understanding customers' concerns, listening carefully and providing the necessary guidance, or directing them to the relevant department
- Acting as a liaison between customer service and other departments "sales, account management, finance, development"
- Making sure to pass along general feedback hearing from customers in order to help build a better product or develop a new service or feature, or refine an existing one
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
Senior Technical Support Specialist
ExpandCart
09.2020 - 12.2020
- ExpandCart is a comprehensive true cloud ecommerce platform with native Arabic support
- It enables individuals and businesses to create a professional online shops in minutes by themselves without the need for any technical experience or assistance
- Evaluated system potential by testing compatibility of new programs with existing programs
- As a tech support specialist; I provide the necessary software support and guidance to our clients, also working in conjunction with our software and app developers teams when needed
- Assist customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems
- Follow up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Community Support Representative
Uber
11.2017 - 05.2020
- Joined Uber Eats as a community support representative prior to its launch in Egypt, KSA and UAE; I was a part of the launching team
- I have also participated in revamping the knowledge base prior to the launch, the task focused on customizing the global policies along with creating new ones to suit the Middle East market, as well as being a part of the "Accounts creation" side project; which has flourished and became an independent line of business "Restaurant On-boarding" later on
- We have multiple roles assigned to ourselves, including providing support for live orders, supporting our restaurant partners, delivery partners and end users via inbound/outbound phone calls, emails, and tickets; as well as providing the necessary tech support to our partners for the app-related issues, and handling managerial special requests
- Side projects such as working on customer experience projects to collect insights and tailoring the existing policies to improve our partners' experience, queue master task which manages the team members' placement and shifting resources across handling specific live/non-live tasks based on the real time status, processing shift swaps, creating seating plans.
- Etc.
Quality Analyst
Uber
02.2018 - 12.2018
- Main responsibilities were to perform quality audits on solved tickets, discovering patterns and trends, preparing reports and providing the necessary feedback to the agents
- Develop monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs
- Provide regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
- Collaborate with management to provide training on improved processes and assisted with creation and maintenance of quality training.
Webchat advisor
Vodafone International Services
02.2015 - 10.2017
- Joined the webchat team, which will be able to perform the same role of customer care representatives "Billing & Tech Support" but will be as a form of online chat instead of over the phone
- Tactical acquisition team member during the pilot phase, which mainly focused on manually processing the orders placed by our customers, conducting credit file and bank accounts check to see if the customers will be able to purchase the specific package they signed up for, as well as keeping up with the required monthly payments
- Email support, mainly handling the customers' concerns/complaints via emails, as well as communicating with other internal departments "sales, customer relations,.
- Etc"
- Extra on loan tasks such as floor support, providing briefings, quality tips and insights, collecting samples on unexpected issues, and handling escalations.
International Accounts Technical Advisor
Vodafone UK
08.2014 - 11.2014
- After successful performance in Qatar & based on my experience and language proficiency; I worked as International Accounts Technical Advisor based in Cairo and covering my territory via Vodafone call center, providing technical support
- Dealing with new customers and gaining new experience about a different culture; I started my new assignment with a performance excellence recognition as a Milestone Achiever
- Worked with customers to understand needs and provide excellent service
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Increased customer satisfaction by resolving issues
- Offered advice and assistance to customers, paying attention to special needs or wants.
VIP and High Value Accounts Advisor
Vodafone Qatar
12.2013 - 07.2014
- After a distinctive track record in handling prepaid customers segment in Qatar via Egypt call center, I was assigned the role of VIP and High Value Accounts Advisor and was sent to Qatar for a 6 months short term assignment that was extended to 8 months, targeting the High Value and VIP Qatari national segment, besides multiple off-queue activities including new connections activation and face to face customer support
- It was a great opportunity to work in a multi-cultural environment with a team of different nationalities
- By the end of this assignment; I was recognized for performance excellence - unmatched customer experience
- By the end of July 2014; Vodafone Qatar account has officially been disengaged from Vodafone International services and I returned back to Cairo.
International Accounts Advisor
Vodafone Qatar
03.2012 - 11.2013
- Joined Vodafone Qatar's Account as an International Accounts Advisor, primarily handling prepaid customers segment and secondarily postpaid segment, back-office and business support besides being delegated as a team leader when needed
- This was my first period with Vodafone; where I have benefited a lot from the corporate high standards and unique culture
- I was also recognized in this period for performance excellence
- Provided primary customer support to internal and external customers
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Telesales Advisor
Amecotech Corp
06.2007 - 08.2010
- Worked with 011 communications and Verizon Superpages campaigns as a sales agent over the phone targeting customers living in USA.
Education
Associate of Science - Accounting
Modern University For Technology And Information
Cairo, Egypt 04.2001 -
Cisco Certified Network Associate (CCNA) - IT
The American University - Cairo
ICDL - IT
The American University
IT programming fundamentals - Information Technology
The American University - Cairo
Skills
Microsoft Excelundefined
Timeline
Support Team Lead
Fawaterak
12.2020 - Current
Senior Technical Support Specialist
ExpandCart
12.2020 - 07.2022
Senior Technical Support Specialist
ExpandCart
09.2020 - 12.2020
Quality Analyst
Uber
02.2018 - 12.2018
Community Support Representative
Uber
11.2017 - 05.2020
Webchat advisor
Vodafone International Services
02.2015 - 10.2017
International Accounts Technical Advisor
Vodafone UK
08.2014 - 11.2014
VIP and High Value Accounts Advisor
Vodafone Qatar
12.2013 - 07.2014
International Accounts Advisor
Vodafone Qatar
03.2012 - 11.2013
Telesales Advisor
Amecotech Corp
06.2007 - 08.2010
Associate of Science - Accounting
Modern University For Technology And Information
04.2001 -
Cisco Certified Network Associate (CCNA) - IT
The American University - Cairo
ICDL - IT
The American University
IT programming fundamentals - Information Technology
The American University - Cairo
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