Youssef Hamdy
Sharjah
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.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
IGT Solutions
05.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Technical Support Engineer
Concentrix " Windows Commercial"
07.2023 - 01.2024
- Responsible for the customer support experience with Microsoft Windows commercial services
- Create and maintain incident management requests to the product group or engineering group
- Lead or participate in building communities with peer delivery roles
- Own, troubleshoot, and solve customer technical issues, using collaboration, and troubleshooting best practices
Team Leader
Vodafone Dealer Commission
09.2021 - 03.2022
- Led and supervised the dealer commission team, ensuring efficient operations and accurate commission calculations.
- Facilitated the resolution of complaints and issues in a timely and professional manner, maintaining a high level of customer satisfaction.
- Provided regular training and feedback to team members to improve performance and maintain high service standards.
- Worked closely with other departments and teams to coordinate efforts, share best practices, and improve overall operations
Financial Operations Associate
Vodafone Dealer Commission
06.2020 - 08.2021
- Perform 1st Level Support Commission claims and support commission team representatives from Germany in case of complaints regarding calculated/paid commission.
- Provide feedback to Dealers (e.g. Partner Agencies)
- Perform contract management and salesforce management for different sales channels
- Work closely with the 2nd Level team located in Germany and other relevant VF internal departments.
- Perform commission controls to ensure the quality of commissions and Sox requirements
Customer Service Representative
Vodafone , Kabel Deutschland
08.2019 - 12.2019
- Handled a high volume of daily calls, maintaining superior customer service standards even under high‑pressure situations
- Leveraged fluency in German to communicate effectively with German‑speaking customers.
- Worked collaboratively with team members to enhance service procedures and standards.
Customer Service Representative
Vodafone Germany Callya Department, Egypt
08.2017 - 07.2019
- Managed a high volume of calls maintaining excellent customer service standards under pressure.
- Provided high‑quality customer service in the German department, handling customer inquiries and complaints efficiently and professionally.
Education
Bachlore of German Language And Literature - German Language And Literature
University of Ain Shams, Al Alsun Faculty, Egypt
Cairo10.2019
Skills
Microsoft excel
Microsoft Word
Languages
German
Upper intermediate (B2)
English
Upper intermediate (B2)
Arabic
Bilingual or Proficient (C2)
Timeline
Customer Service Representative
IGT Solutions
05.2024 - Current
Technical Support Engineer
Concentrix " Windows Commercial"
07.2023 - 01.2024
Team Leader
Vodafone Dealer Commission
09.2021 - 03.2022
Financial Operations Associate
Vodafone Dealer Commission
06.2020 - 08.2021
Customer Service Representative
Vodafone , Kabel Deutschland
08.2019 - 12.2019
Customer Service Representative
Vodafone Germany Callya Department, Egypt
08.2017 - 07.2019
Bachlore of German Language And Literature - German Language And Literature
University of Ain Shams, Al Alsun Faculty, Egypt
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