Abdulrahman Hammad

Summary

B2B Senior technical advisor, friendly and professional customer service specialist with extensive experience resolving escalated customer complaints and issues. Strong interpersonal skills are proven through customer satisfaction and peer recognition awards. Creative problem solver. Highly organized and detail-oriented.

Overview

16

years of professional experience

15

years of post-secondary education

5

Certifications

2

Languages

Work History

Freelancer Sound Engineer

Self Employed Services

Cairo, القاهرة

02.2019 - Current

Transformed video and audio recordings into digital formats for editing and archiving.
Controlled microphones, sound levels and outputs to produce high-quality tracks for variety of clients.
Recorded speech and music in digital formats.
Separated instruments, vocals and peripheral sounds and mixed during post-production stage.
Collaborated with producers and performers to determine and achieve desired sound for productions.
Mixed voices, music and taped sound effects for live performances and pre-recorded events.
Mixed and mastered vocal arrangements and music compositions,, and optimized songs, and albums.

Technical Support Specialist B2B

Cairo

04.2022 - 03.2023

Identifies, investigates, and resolves users problems with the client software
Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, and similar concerns
Consults with users to determine steps and procedures taken to identify and resolve the problem
Applies knowledge of computer software, hardware, and procedures to solve problems
Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions
Collaborates with other staff to research and resolve problems
Collaborates with programmers to explain errors and/or recommend modifications in software's
Assign unsolved issues to the right team with clear information to solve customers issues
Maintains knowledge of technology innovations and trends
Performs other related duties as assigned.

Customer Service Agent

Cairo

04.2021 - 05.2022

Maintain customer accounts and record account information
Oversee customer financial accounts and process customer adjustments
Make product recommendations or services to customers based on their needs and preferences
Follow communication guidelines, policies and procedures
Upgrade and cancel customer accounts by customer request
Handle customer complaints and provide alternatives and/or solutions to ensure resolution of complaints
Reach out to customers via email and telephone to verify account information
Ensure customers are satisfied with their purchases or service
Assist customers in placing orders, fulfilling refunds and handling exchanges
Contribute to team effort by accomplishing related results as needed
Provide accurate, valid, and complete information by using the right methods/ tools - Meet personal/team targets and call handling quotas.

Sales Executive

Haya Solutions Inc

11.2019 - 03.2021

Maintaining the technical expertise and product knowledge necessary to make sales
Achieving sales quotas within a protected territory
Identifying target customers
Identifying key decision makers
Having meetings with potential clients to analyze their needs and present appropriate solutions
Preparing presentations, proposals and sales contracts
Making calls as required to collect receivables
Writing up promotional material
Maintaining professional relationships with work colleagues and customers
Preparing sales quotations and proposal.

Human Resources Specialist

TOWN TEAM

04.2015 - 04.2016

Tanta, Al Gharbiyah, Egypt, Plan and manage recruitment and selection of staff Page 2 of 3 - Plan and conduct new employee orientation - Identify and manage training and development needs for employees - Develop and implement human resources policies and procedures - Administer HR policies and procedures - Implement and monitor performance management system - Handle employee complaints, grievances and disputes - Conduct exit interviews - Review and update employee rules and regulations - Maintain the human resource information system and employee database - Coordinate employee safety, welfare and wellness

Charity

Life Makers Charity Institution

Tanta, Gharbia

04.2007 - 01.2010

Supported event logistics, publicity, advertising and collateral material design, production and distribution.
Remitted accurate tax receipts on time.
Helped monitor grants, contracts, agreements and other documentation for compliance and errors.
Maintained contact with individuals from external organizations for events.
Planned and coordinated special events and fundraising activities by working with staff and volunteers.
Guided troubled individuals to tools and resources necessary for healing.
Participated in volunteer orientations and training sessions to learn about organizational changes and mission updates.

Education

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Al Khaleg High School

02.2003 - 05.2005

Bachelor Of Business Administration - Business Administration

Tanta University , Tanta

09.2010 - Current

Skills

SalesMedia Sales

Software diagnosis

Account management

Technical Support

Customer service expert

Ticket support system management

PC component diagnostics

Issue troubleshooting

Certification

Social Selling with LinkedIn

Software

Microsoft Office

Zoho CRM

Salesforce CRM

NetSuite

Timeline

Technical Support Specialist B2B -

04.2022 - 03.2023

Customer Service Agent -

04.2021 - 05.2022

Sales Executive - Haya Solutions Inc

11.2019 - 03.2021

Freelancer Sound Engineer - Self Employed Services