Abdallah Saad
Istanbul
Summary
Results-focused and customer-centric professional with a proven talent for aligning business strategy and objectives with established business development paradigms. Seeking a role in a 100% remote environment to leverage empathy, outstanding written communication skills, and technical proficiency in providing exceptional customer support.
Overview
6
6
years of professional experience
Work History
Technical Specialist
Site123
01.2022 - Current
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents
- Partnered with sales teams in pre-sales activities such as product demonstrations or consultations, contributing to increased revenue generation
- Established a knowledge base for efficient issue resolution, reducing ticket backlog significantly
- Enhanced user experience by providing comprehensive troubleshooting guidance for various software and hardware systems
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams
- Streamlined support procedures for quicker response times, resulting in higher client retention rates
- Conducted regular assessments of support processes, making necessary refinements to enhance service quality continuously
Project Manager
AGZ DEV
01.2022 - 12.2022
- Improved operations through dedication and coordination
- Worked with customers to understand needs and provided excellent service
- Planned, designed, and scheduled phases for large projects
- Managed projects from procurement to commission
- Achieved project deadlines and maintained build quality and workplace safety.
- Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle
- Facilitated change management processes within organizations by effectively communicating benefits of new systems or processes being introduced during projects
- Fostered a culture of innovation and creativity within the project team, leading to improved problem-solving capabilities and enhanced outcomes
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results
- Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth
Account Manager
Makondi
09.2018 - 04.2022
- Demonstrated consultative expertise in customer needs analysis and product presentations
- Implemented account management techniques to maximize business relationships
- Built and strengthened long-lasting client relationships
- Improved account management by predicting potential competitive threats.
- Coordinated cross-departmental efforts to execute successful marketing campaigns for key accounts
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved
- Streamlined internal processes for better efficiency in account management tasks
- Increased client satisfaction by building strong relationships and addressing their needs promptly
Technical Support Representative
Jotform
03.2020 - 11.2020
- Provided primary customer support to internal and external customers
- Recommended products and processed customer adjustments
- Provided Tier 1 IT support to non-technical users
- Proactive learner and fast adopter of emerging technologies.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience
- Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences
- Responded promptly to emergency after-hours support calls, ensuring minimal downtime for customers experiencing critical issues
- Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues
- Strengthened relationships with key clients by providing consistent high-quality service, leading to increased account retention rates
Education
Bachelor of Science (B.S.) - Computer Science -
University of Derby
Skills
Technical support knowledge
Timeline
Technical Specialist
Site123
01.2022 - Current
Project Manager
AGZ DEV
01.2022 - 12.2022
Technical Support Representative
Jotform
03.2020 - 11.2020
Account Manager
Makondi
09.2018 - 04.2022
Bachelor of Science (B.S.) - Computer Science -
University of Derby