CSR

Summary
Worked as German Technical Support in Sonnen.de. 1+ year experience specializing in Solving Technical issues, computer problems.
Interested in devising a better problem-solving method for challenging tasks, and learning new technologies and tools if the need arises.
Education
AL-Azhar University
B.S. IN LANGUAGES AND TRANSLATION GERMAN DEP. Very
Good Degree .
Cairo
sep. 2020 - Jun. 2024
Work Experience
Fifth Settlement
New Cairo
Sonnen.de
Technical Team Leader – Sonnen Account
Career Progression:
• Joined as a Technical Support Agent during the account’s launch phase, quickly recognized
for outstanding performance and promoted to Team Leader.
Key Responsibilities as Team Leader:
maintaining high service quality.
• Managed and supported a team of technical agents, ensuring adherence to KPIs and
• Provided coaching, mentoring, and performance evaluations to drive agent development
and enhance customer satisfaction.
• Handled daily team operations, including schedule management, workload distribution,
and real-time support.
• Collaborated with the Quality, Training, and Workforce Management teams to optimize
processes and meet service-level goals.
• Conducted regular team meetings and one-on-one sessions to provide feedback and align
on performance targets.
resolving critical customer cases.
• Acted as a point of escalation for complex technical issues and supported agents in
• Contributed to continuous improvement initiatives by identifying trends and suggesting
process enhancements.
Microsoft. Smart Village I Concentrix
Building
GERMAN TECHNICAL SUPPORT
• Administrate MS Windwos .
• Administrate Exchange Online and create Mail Policies.
• Solving Technical Problems as Microsoft Support Advisor.
• Administrate and Solving Microsoft Outlook Calendar Problems .
• Administrate MSOffice ElMohandseen
6 October
DEC. 2023 - till DEC.2024
Teleperformance .
TECHNICAL SUPPORT REPRESENTATIVE April. 2022 - Nov. 2023
• Worked As Technical Support for amazon devices like Alexa , fireTV and Kindle.
• handle Amazon Apps problems like Amazon prime , Amazon Music and Amazon Photos.
Majorel Alex, Egypt
CUSTOMER SERVICE & Mar. 2021 -April. 2022
• Support Amazon Clients after and before sales . promoted as Supporter.
Soft Skills
• Working under pressure
• Leadership
• Instant response • Working in teams