Key Code

Customer-focused technical support professional with 8+ years of experience troubleshooting hardware and software issues via phone, email, and remote sessions, and documenting all activity in ticketing systems (Zendesk) for clear knowledge sharing. Strong track record of staying composed under pressure, following structured troubleshooting steps, and quickly picking up new tools and technologies in fast-paced, customer-facing support environments.

Customer Service Representative at Sutherland Global Services (2026-05 – Present)

• Handled 80+ daily customer interactions through voice calls and live chat on a high-volume food delivery support account.
• Investigated order, delivery, payment, and account issues, following established procedures to achieve timely resolution.
• Logged case details, diagnostic notes, and resolution steps in Zendesk, keeping customer records accurate and up to date.
• Escalated complex cases requiring cross-departmental assistance and tracked their progress through verified resolution.
• Helped test and improve an internal AI-assisted workflow, contributing to a 45% reduction in repetitive customer issues.
• De-escalated frustrated customer situations with calm, structured communication to reach constructive solutions.

Customer Service Representative at Al-Andalus Store (Electronics Retail) (2025-01 – 2026-04)

• Assisted customers with hardware and software issues, product compatibility, device setup, and basic troubleshooting.
• Explained technical product specifications, configuration requirements, and solutions in clear, accessible terms.
• Managed warranty claims, hardware repairs, unit exchanges, and product-related complaints.
• Investigated shipping and delivery delays, coordinating follow-ups with logistics and regional carrier partners.
• Achieved a 92.8% Customer Satisfaction (CSAT) score through active case tracking, clear communication, and issue resolution.
• Resolved customer disputes professionally while adhering strictly to store return and warranty policies.

Customer Support & Order Management Specialist at Independent E-commerce Business | eBay & Allegro (2016-03 – 2024-12)

• Ran an independent online business selling more than 5,000 software products through eBay and Allegro.
• Handled 50+ customer inquiries daily via marketplace messaging, email, and phone.
• Guided customers through software installation, license activation, system compatibility, and technical prerequisites.
• Delivered remote technical assistance via TeamViewer and AnyDesk to troubleshoot software setup, errors, and configuration issues.
• Managed full order lifecycles: payment verification, digital key delivery, refunds, replacements, and marketplace disputes.
• Investigated delayed or missing shipments, coordinating claims directly with postal and courier services.
• Maintained eBay Top Rated Seller status for multiple consecutive years through reliable support and policy compliance.

Technical Diploma in Ports and Maritime Services Administration – Smouha Commercial Technical High School (2008)