Hatem Elmahdy
Dubai,United Arab Emirates
Summary
Experienced and motivated Customer Service Representative with over 3 years in call centre roles and 9+ months in email/live chat support. Managed daily communication with over 70 customers, achieving a 95% customer satisfaction rating. Known for efficiently resolving issues and supporting clients with professionalism and empathy. Seeking to bring strong interpersonal and operational skills to a dynamic customer service or ground staff role at Emirates Airlines.
Overview
3
3
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Call Center Representative
Cupola Teleservices
Dubai, United Arab Emirates
06.2023 - Current
Etihad water and Electricity.
- Responded to average of 80 customer emails and live chat inquiries daily, resolving technical and billing issues within 24 hours.
- Maintained customer satisfaction rate of 95% and consistently exceeded SLA targets by 15%.
- Collaborated with technical teams to escalate and resolve 100+ complex cases monthly, reducing resolution time by 20%.
Call Center Representative
Concentrix
Cairo, Egypt
03.2022 - 05.2023
Booking.com
- Assisted over 50 customers daily with reservations, cancellations, and travel inquiries in English.
- Achieved 90% positive feedback score and contributed to 12% increase in repeat bookings through excellent service.
- Reduced average call handling time by 10% while maintaining quality standards.
Education
Bachelor of Arts - English Literature
Al Madina Academy
Cairo, Egypt 09.2016 - 05.2020
Skills
- Customer Relationship Management (CRM)
- Problem Solving & Complaint Resolution
- Communication (Verbal & Written)
- Email and Live Chat Support
- Time Management and Organization
- Adaptability and Teamwork
Certification
- Valid UAE Light Motor Vehicles Driving license.
- English for Career Development | University of Pennsylvania (2022).
- English for Tourism Professionals MOOCS | University of Ohio (Summer 2021).
- General English Level 6 | 4 level 1 Training Canter Cairo (2018).
Languages
English
Fluent
Arabic
Native
Spanish
Beginner
Timeline
Call Center Representative
Cupola Teleservices
06.2023 - Current
Call Center Representative
Concentrix
03.2022 - 05.2023
Bachelor of Arts - English Literature
Al Madina Academy
09.2016 - 05.2020
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