Mohamed Tarek
Dubai
Summary
As a customer service representative i have worked in the industry for over 14 years and handled many other fields like sales and technical support, i was promoted more than 2 times in different companies and was able to always achieve my targets.
Overview
2025
2025
years of professional experience
5
5
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Customer Care Expert
E& Projects ( AADC , Hasantak )
Dubai
6 2022 - Current
- Handle incoming customer inquiries via Avaya software and Remedy ITSM software.
- Assist customers with setting up new accounts, updating account information, and software issues.
- Investigate and troubleshoot customer concerns related to water and electricity services ( AADC project ) ( June-22 to September-23 ).
- Currently supporting the fire alarm systems related to MOI via "HASANTAK" project. (October 23 till now )
Customer Care Representative
Deliveroo
DUBAI
10.2021 - 03.2022
- Assisting customer's mainly with order deliveries.
- Helped fixing application errors with customers over different channels.
- Handled 2 different region queues over the middle east and 1 overseas.
- Handled multiple channels like chat, email, phone and social media.
- Made sure that my customer's were always satisfied with company services and i was able to achieve and maintain 85% to 90% customer satisfaction score over my tenure in Deliveroo.
- Worked mainly on Ziwo platform to recieve calls.
Customer Care Specialist
Shahid ( MBC group )
DUBAI
06.2020 - 02.2021
- Was responsible for supporting customers mainly via email with complaint's, orders, cancellations, upgrades and refunds and also handled through phone.
- Provided technical support to the Shahid application.
- Targets were always met by handling over 150 emails per day.
- Received multiple Thank you mails for exceptional support.
Senior Technical Support Advisor
Teleperformance Dubai ( Apple Care )
05.2017 - 09.2019
- Receiving over 30 per day calls related to Apple products ( iPhones, iPads, etc.. )
- Receiving escalations from Tier 1 queue to handle it as a supervisor.
- Got promoted twice in 2018 and 2019 to be senior iOS and iTunes billing advisor.
- Managed to achieve overall C-Sat scores of 80% plus over my tenure in TP.
- My role included supporting iOS software and applications developing by providing feedback to Apple back office support.
- In my last 3 months as a senior advisor i was responsible for training 2 batches for preparing for live performance and they were able to meet their targets successfully.
Sales/Customer Service Representative
Centro Global Solutions
07.2012 - 09.2016
Store Retail Representative
Vodafone Egypt
11.2010 - 05.2012
Customer Care Representative
Teleperformance Egypt ( Expedia )
09.2007 - 06.2008
Education
Bachelor of Tourism Studies - Hotel Management
Misr Universty For Science And Technology
Egypt 01.2003 - 11.2007
Skills
Reports generating
Meeting deadlines
MS office excel and powerpoint
MS Windows ( 7 to 11 )
Apple MacOS
Certification
ITIL 4 Service management ( Self Study )
Timeline
ITIL 4 Service management ( Self Study )
04-2022
Customer Care Representative
Deliveroo
10.2021 - 03.2022
Customer Care Specialist
Shahid ( MBC group )
06.2020 - 02.2021
Senior Technical Support Advisor
Teleperformance Dubai ( Apple Care )
05.2017 - 09.2019
Sales/Customer Service Representative
Centro Global Solutions
07.2012 - 09.2016
Store Retail Representative
Vodafone Egypt
11.2010 - 05.2012
Customer Care Representative
Teleperformance Egypt ( Expedia )
09.2007 - 06.2008
Bachelor of Tourism Studies - Hotel Management
Misr Universty For Science And Technology
01.2003 - 11.2007
Customer Care Expert
E& Projects ( AADC , Hasantak )
6 2022 - Current
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