Mounir Wassef

Results-driven professional with 5+ years of experience in technical support, customer service, and retail. Proven expertise in resolving complex technical issues, enhancing operational efficiency, and delivering superior customer experiences.

Skilled in SQL, CRM systems, and front-end development, with a demonstrated ability to quickly adapt to new challenges. Seeking a role to leverage my problem-solving skills and technical expertise to contribute to business success.

Call the car | Diamond Bar , California

Customer Service Representative

08/2023 - Current

Provided outstanding customer service, ensuring clients had a seamless and stress-free experience with their transportation needs.

Assisted clients with inquiries, scheduling, and issue resolution, enhancing satisfaction and loyalty.

Effectively managed and resolved 85+ client calls daily, maintaining a 98%

satisfaction rate.

Coordinated with health plans and transportation providers to meet client-

specific needs and ensure timely service.

Engaged with clients to understand their needs, answer questions, and provide clear communication about transportation arrangements.

De-escalated challenging client concerns while maintaining a calm and empathetic demeanor.

Promoted high client satisfaction by delivering knowledgeable, efficient and helpful service

76 Gas Station | El Monte, California

Team Member

03/2023 - 08/2023

Delivered excellent customer service by efficiently handling transactions and addressing customer inquiries with professionalism.

Managed point-of-sale (POS) systems to process transactions accurately and efficiently, minimizing errors and ensuring a smooth checkout experience.

Maintained a clean, organized, and welcoming environment to ensure a positive customer experience.

Enhanced operational efficiency by monitoring stock levels and assisting with timely restocking to meet customer demand.

Macy's | Pasadena, California

Front of House Team Member

12/2022 - 03/2023

Surpassed daily sales goals by 10%, contributing to consistent revenue growth.

Provided tailored product recommendations, achieving a 95% customer satisfaction rating.

Managed and restocked backroom inventory to ensure accurate stock levels and maintained display stock for optimal presentation.

Reduced inventory discrepancies by 20% through meticulous stock organization and tracking.

Efficiently operated and managed POS systems, ensuring smooth and accurate transactions.

Assisted customers with purchases, offering knowledgeable guidance to meet their needs.

Resolved customer concerns promptly and professionally, fostering loyalty and repeat business.

Huawei | Cairo, Egypt

Application Support Analyst

05/2017 - 11/2021

Resolved over 200 critical system issues daily across CRM, CBS, and inventory systems, ensuring 99.9% system uptime for Telecom Egypt.

Reduced operational delays by 15% by developing SQL-based performance reports for key metrics.

Provided technical support to the UAT team, improving software efficiency by 20% and aiding in testing and development.

Designed and implemented Standard Operating Procedures (SOPs),

streamlining workflows and enhancing operational consistency.

Managed incident resolution through a ticketing system, ensuring timely responses and minimizing disruptions.

Organized and stocked inventory, processing over 1,000,000 SIM cards daily with meticulous file arrangement and tracking.

Created and managed organizational and warehouse structures within the system, optimizing efficiency and resource allocation.

Designed roles and permissions for system users, maintaining data security and operational control.

Monitored systems to identify and report potential outages before they occurred, proactively reducing downtime.

Developed critical reports using SQL to support data-driven decision-

making and improve performance visibility.

Saudi market | Cairo, Egypt

Team Member

05/2015 - 02/2016

Provided outstanding service, ensuring customers had a seamless and enjoyable shopping experience.

Assisted customers with inquiries and purchases, enhancing satisfaction and loyalty.

Organized and replenished stock to maintain product availability and store appearance, ensuring a positive environment.

Conducted regular inventory checks to prevent discrepancies and maintain accuracy.

Arranged inventory and managed point-of-sale (POS) systems to facilitate smooth and efficient transactions.

Helped customers with their needs by offering tailored product recommendations and ensuring timely assistance

MTI UNIVERSITY, CAIRO, EGYPT

BACHELOR OF SCIENCE – BUSINESS INFORMATION SYSTEMS