This document contains a summary of qualifications and work experience for Amir Mourad AbdL- Shahid. He has over 10 years of experience in customer service roles, most recently as a technical support agent for Raya Call Center in Cairo, Egypt, where he assists customers and resolves issues. Previously, he worked in Italy as a customer care manager for publishing companies Mondadori and Fabbri Editori, where he was responsible for marketing, sales, customer service and handling complaints. He has strong communication, problem solving and computer skills.

1. AMIR MOURAD ABDL- SHAHID
• 21- PROJECT 25 ST., MUSTAFA EL NAHHAS, NASR CITY, CAIRO
• +2 02 24727243 • +2012 08511761
• Amirmari12@yahoo.com
SUMMARY OF QUALIFICATIONS
• A highly organized and detail-oriented.
• Able to work for long hours and under pressure.
• Ability to work individually & as an effective team member.
• Strong ability to work with International customers.
• Accomplishes business development activities by researching and developing marketing opportunities and plans; implementing sales plans; managing staff.
• Conducts market research and reports.
• Dedicated and focused; able to prioritize and complete multiple tasks and follow through to achieve goals.
• Professional communication & customer service skills.
• Computer skills include: Microsoft office 2007 & Very good Internet knowledge.
PROFESSIONAL EXPERIENCE
RAYA CALL CENTER TECHNICAL SUPPORT
JUNE 2010 – TO DATE
RAYA CORPORATION
26th of July St. ،6th OF OCTOBER ،Giza
Phone: +202 38276000
www.rayacorp.com
• Provide accurate, efficient & quality services that exceed customers' expectations.
• Adhere to escalation a procedure of handling customer complains at all times.
• Maintain a high degree of responsibility towards customer confidentiality.
• To handle warranty & out of warranty customers through informing them with their rights & duties.
• Utilizes customer support tools to resolve customer issues.
• To achieve customer issue resolution, interacts collaboratively with leaders and functional areas at the corporate, region, and division levels.
• Exercises strong follow-up and case management skills to ensure that any issue is being addressed in a timely manner and resolved.

2. CUSTOMER CARE MANAGER
FROM 2000 TO 2009
MONDADORI AND FABBRI EDITORI
Mondodori Direct S.p.A. - Club degli Editori Servizio Soci - Casella Postale 100 - 25126 – Brescia, Italia
WWW.CLUBDEGLIEDITORI.COM
• Responsible for the marketing of company products and services;
• Achieves marketing and sales operational objectives;
• Providing help and advice to customers using your organization’s products or services;
• Communicating courteously with customers by telephone, email, letter and face to face;
• investigating and solving customers' problems, which may be complex or long- standing problems that have been passed on by customer service assistants;
• handling customer complaints or any major incidents;
• Analyzing statistics or other data to determine the level of customer service your organization is providing;
EDUCATION
MECHANICAL DIPLOMA – ITALIAN DON BOSCO
GENERAL GRADE: V. GOOD.
LANGUAGES
MOTHER TONGUE: ITALIAN
OTHER LANGUAGES: ENGLISH ARABIC
• VERBAL SKILLS Good Good
• WRITING SKILLS Good
• READING SKILLS GOOD
PERSONAL DATA:
• Nationality : Egyptian-Italian.
• Date of Birth : June 27, 1975.
• Marital Status : Married.
• Residence : Lived in Italy for 34 years & Lives in Egypt since 2009.
REFERENCES: Will be furnished upon request