‫الاتصال‬

Cairo
Amro Zaki
+201003667261 (Work) Customer Support Team Leader @ Syber Group | Bachelor's
amrozaki.aau@gmail.com Degree, Web Development
‫القاهرة مصر‬
www.linkedin.com/in/amro-
zaki-1b516b20b (LinkedIn)
‫موجز‬
‫أفضل المهارات‬
As a customer support team leader at Syber Group, I lead a team
Lab Coordination of technical support specialists who provide solutions and guidance
Hands-On Support
to customers and clients. I monitor and report on the performance
Live Coding Demonstrations
and quality of the support department, and escalate issues to the
relevant units when needed. I also collaborate with other teams and
departments to ensure customer satisfaction and loyalty.

I have a bachelor's degree in information technology from Alzaeim

Alazhari University, where I learned and developed skills in web
development, network administration, and database management.
I have applied these skills to create and maintain websites and
applications for various projects and clients. I am passionate about
learning new technologies and improving my web development skills.
I am also interested in volunteer work and social causes that use
technology for positive impact.

‫الخبرة‬
Syber Group
‫ شهور‬4 ‫عام واحد‬

Customer Support - Team Leader

‫ شهور‬6) ٢٠٢٤ ‫ ‏فبراير‬- ٢٠٢٣ ‫)‏سبتمبر‬
‫مصر‬

Lead and oversee customer support teams across two distinct digital services,
managing appointments, inquiries, and complaints from initial contact with
frontline agents. Resolve customer issues, provide technical support, and
proactively identify and address problems. Handle administrative tasks such
as data entry, order processing, and communication with various departments,
companies, and banks to facilitate issue resolution. Develop and optimize the
customer support department, including selecting, hiring, and training new
staff. Plan training programs for junior Customer Support Representatives,
establish service delivery standards, and create policies and procedures.

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Demonstrate comprehensive product knowledge to enhance customer support
and foster a positive working environment for the team

Customer Support Agent

‫ شهور‬10) ٢٠٢٣ ‫ ‏أغسطس‬- ٢٠٢٢ ‫)‏نوفمبر‬
Sudan

Proactively identifying and resolving customer issues, analyzing data, and

generating comprehensive reports. Efficiently managing a high volume of
incoming phone calls and chats, addressing customer complaints through
various channels to deliver optimal solutions

Al Zaiem Al Azhary University

Teacher Assistance | Web Developer
‫ )عام واحد شهر واحد‬٢٠٢٣ ‫ ‏فبراير‬- ٢٠٢٢ ‫)‏فبراير‬
Khartoum

In the role of Web Developer Teaching Assistant at our college, I collaborate

closely with instructors to create an engaging and practical learning experience
for students diving into the world of web development.

‫شركة البركة للتأمين‬

Technical Support
‫ )شهران‬٢٠٢٢ ‫ ‏فبراير‬- ٢٠٢٢ ‫)‏يناير‬
‫السودان‬

Technical support specialist, fixing technical faults in the network and following
up on the company's devices

‫التعليم‬
Alzaeim Alazhari University
Bachelor Degree, Information Technology · (٢٠٢١ ‫ ‏أكتوبر‬- ٢٠١٧ ‫)‏أبريل‬

‫جامعة الزعيم الأزهري‬

Bachelor’s Degree, 2021 - 2016) · ‫)تقنية معلومات‬

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