Summary
Overview
Work History
Education
Hobbies
Timeline
Hi, I’m

Sherif Hamdy

Support Team Lead
Sherif Hamdy

Summary

I hold B.Sc. B.Admin. degree from Modern university for Technology and Information. Although I have been specialized in accounting, my passion for working with people drove me towards a successful career in customer service where I always find great pleasure and interest in being a problem solver for my customers. I started this career since 2004 working with Amecotech Corp., Vodafone Qatar & Vodafone UK, an Uber acquiring the multinational culture and business standards with discreet achievements and KPI's fulfillment where I have been recognized three times for performance excellence by Vodafone. Believing in self development, I have diversified my studies to include: Cisco Certified Network Associate (CCNA) ICDL IT programming fundamentals from the American University in Cairo (AUC).


Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach.


Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities.

Overview

16
years of professional experience
4
years of post-secondary education
2
Languages

Work History

Fawaterak
Giza

Support Team Lead
09.2020 - 12.2022

Job overview

  • Working closely with our payment gateway partner company "ExpandCart/ 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.
  • Collaborate with vendors to locate replacement components and resolve advanced problems.
  • Break down and evaluate user problems.
  • Assist maintaining a proper workflow with the top management by directing tasks to their proper channels, making sure to handle any challenges in a Page 1 of 5 timely manner, following up with our internal departments and cascading the results to the end users.
  • 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.
  • Content creation: responsible for creating/editing Knowledgebase topics, making sure they are up to date and in alignment with T&C.
  • 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.
  • Providing feedback on the effect of bugs and errors, usability and other test findings/results.
  • 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".

Uber
Cairo

Community Support Representative
11.2017 - 05.2020

Job overview

  • I 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.

Uber
Cairo

Quality Analyst
02.2018 - 12.2018

Job overview

  • 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.

Vodafone International Services
Cairo

Webchat advisor
02.2015 - 10.2017

Job overview

  • Talkmobile UK is a subsidiary sister company to Vodafone UK, sharing the same cell sites that VF-UK use.
  • 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.

Vodafone UK
Giza

International Accounts Technical Advisor
08.2014 - 11.2014

Job overview

  • 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.

Vodafone Qatar
Doha

VIP and High Value Accounts Advisor
12.2013 - 07.2014

Job overview

  • 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.

Vodafone Qatar
Giza

International Accounts Advisor
03.2012 - 11.2013

Job overview

  • I 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.

Amecotech Corp
Cairo

Telesales Advisor
06.2007 - 08.2010

Job overview

  • Worked with 011 communications and Verizon Superpages campaigns as a sales agent over the phone targeting customers living in USA

Education

Modern University For Technology And Information
Cairo, Egypt

Bachelor of Science from Accounting
01.2010 - 09.2011

The American University

Cisco Certified Network Associate (CCNA), IT

The American University

in Cairo ICDL, IT

The American University

IT programming fundamentals, Information Technology

Hobbies

Scuba diving and travelling.

Timeline

Support Team Lead

Fawaterak
09.2020 - 12.2022

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

Modern University For Technology And Information

Bachelor of Science from Accounting
01.2010 - 09.2011

Telesales Advisor

Amecotech Corp
06.2007 - 08.2010

The American University

Cisco Certified Network Associate (CCNA), IT

The American University

in Cairo ICDL, IT

The American University

IT programming fundamentals, Information Technology

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Sherif HamdySupport Team Lead