Khaled Gamal Hamed
Dubai,United Arab Emirates
Summary
Talented professional experienced in information and communications technology management. Develops technologies to achieve business systems and operations requirements. Leads teams by example to maintain high-performing service departments.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
Work History
Customer Support Agent
SamTech
Dubai, United Arab Emirates
11.2019 - 09.2023
- Facilitated traceability of history and statistics by registering and reporting calls in Samtech Software.
- Managed customer support calls, email correspondence and support ticketing system.
- Routinely contacted existing customers to discuss their support needs.
- Smoothened customer onboarding experience, providing superior level of customer care.
- Drove continuous service improvement by participating in hourly team meetings, sharing knowledge, information and best practice.
- Provided 1st-line support to all the customers.
Site engineer
Sunway Company L.L.C
- Responsible for all in site work
Vision Consultant
- Learned how to use Auto-cad
- Make power connections
- Create power consumption schedules
- Call center agent with Air Arabia
- Responsibilities:
- Answering calls
- Providing customer service
Projects-In charge
Samtech Middles East
Dubai, United Arab Emirates
09.2022 - 09.2023
- Led and managed administrative staff to maintain smooth daily operations.
- Handled negotiations with outside vendors and service agencies to meet group needs.
- Designed and implemented training to further develop staff based on business goals.
- Oversaw facility maintenance and allocated needed resources to meet standards.
- Analysed and resolved complex resource management issues for optimised scheduling.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
Education
Bachelor - Electric Engineering
University of Wollongong
Dubai 01.2013 - 03.2018
Bachelor - Electric Engineering
American University of Sharjah, academy high school
2013
Skills
- Communication (written and spoken): Gained better communication skills while talking with customers and taking advices from people visiting
- Team work skills: Gained better handling projects and working in a team through university experience
- Critical thinking and organizational skills: Gained better organizational skills through work and through organizing sports events during university
- Leadership Skills: Being elected a group leader in handling university projects
- Ability to work under pressure: Being able to handle work and studies at the same time and meeting the required due dates of a project or assignment
- Complex resource management
- Department management
- Logistical planning
- Operational support
- Advanced level diagnoses
Interests
Playing sports like volleyball, football and basketball
Reading books
Meeting new people
Languages
Arabic
Native
English
Fluent
Timeline
Projects-In charge
Samtech Middles East
09.2022 - 09.2023
Customer Support Agent
SamTech
11.2019 - 09.2023
Bachelor - Electric Engineering
University of Wollongong
01.2013 - 03.2018
Site engineer
Sunway Company L.L.C
Vision Consultant
Bachelor - Electric Engineering
American University of Sharjah, academy high school
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