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
User training expertise
Simulation building
Enterprise Resource Planning
Virtualization Technologies
Quality Assurance Testing
Helpdesk support
Schedule Management
Technical Support
Project Management
Customer Service
Flexible and Adaptable
Compliance Enforcement
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