Microsoft Office
Mayar Osama
Technical Support Representative
Cairo
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Knowledgeable and dedicated customer service professional with extensive experience in industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines and eager to contribute to company's success.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work History
Technical Support Representative
Foundever
Cairo
08.2023 - 03.2024
- Served as an escalation point for advanced troubleshooting scenarios, leveraging extensive product knowledge to resolve complex issues quickly.
- Contributed valuable feedback regarding product performance trends, informing future development initiatives aimed at enhancing user experiences.
- Enhanced customer satisfaction by promptly addressing and resolving technical issues.
- Actively participated in cross-functional projects, collaborating with colleagues from various departments to enhance overall service quality.
- Maintained a comprehensive understanding of the latest Sony product releases, features, and specifications.
- Boosted customer satisfaction by providing expert knowledge on Sony products and tailored recommendations.
- Resolved customer issues promptly, fostering long-lasting relationships built on trust and quality service.
- Offered technical assistance post-purchase if customers faced difficulties setting up or utilizing their Sony products, ensuring continued satisfaction.
- Provided support during promotional events, ensuring smooth operation and successful results for the business.
- Recognized as a top-performing employee within the team due to consistently positive feedback from both customers and coworkers alike.
SME
Teleperformance
Cairo
07.2022 - 06.2023
- Designed and prepared technical reports, studies, and related documentation.
- Improved user productivity and efficiency through system training and support.
- Worked with multidisciplinary teams in new product rollout, effectively addressing inquiries and troubleshooting issues.
- Developed and presented business cases, presentations and reports to senior management.
- Monitored and tracked user progress to identify improvement opportunities.
Customer Service Representative
Teleperformance
11.2021 - 06.2022
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Assistant Teacher
Self Employed
Cairo
02.2019 - 05.2020
- Tutored and assisted children individually or in small groups to help master assignments and reinforce learning concepts.
- Adapted teaching methods and instructional materials to meet students' varying needs and interests.
- Created PowerPoint presentations to give students interactive exercises to prepare for tests and quizzes.
- Modified lessons to accommodate diverse learners, using strategies such as peer-assisted learning and small group work.
- Illustrated effective leadership and resolved student conflicts to uphold discipline in classroom.
- Completed progress reports with individualized notes regarding students' strengths and areas of improvement.
- Designed and implemented classroom management techniques and disciplinary procedures to maintain safety and promote learning in classroom.
- Expanded student understanding of texts by spearheading in-depth discussions and assigning exploratory essays to help students articulate knowledge.
- Developed course curriculum, lesson plans and supplemental materials to support student success.
- Designed and administered assessments to evaluate student progress and comprehension.
- Supported student physical, mental, and social development using classroom games and activities.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Assisted in implementation of new learning tools, systems and materials.
- Supported teacher in preparing individualized learning plans for underperforming students.
- Distributed tests, assignments and handouts per teacher specifications.
Education
Bachelors - Germanistics And Linguistics
Ain Shams University
Cairo, Egypt 10.2019 - 06.2023
Skills
Multitasking Abilities
Software
Timeline
Technical Support Representative
Foundever
08.2023 - 03.2024
SME
Teleperformance
07.2022 - 06.2023
Customer Service Representative
Teleperformance
11.2021 - 06.2022
Bachelors - Germanistics And Linguistics
Ain Shams University
10.2019 - 06.2023
Assistant Teacher
Self Employed
02.2019 - 05.2020
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