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Fady Ibrahim, Customer Care Specialist

Fady Ibrahim

Customer Care Specialist·Headliner

Russian Federation

Bachelor's degree, Business information system

Work experience

Total years of experience: 1 years, 1 months

Customer Care Specialist

January 2025 - January 2025

Headliner

Saint Petersburg, Russian Federation •Hybrid

January 2025 - January 2025

• Provided high-tier technical support via chat and email, maintaining a 95%+ Customer Satisfaction (CSAT)
score
• Utilized CRM systems to track user journeys, ensuring 100% of tickets were resolved within established SLAs
(Service Level Agreements)
• Collaborated with technical teams to report recurring bugs, reducing repeat support inquiries
• Maintained a professional, empathetic tone during high-pressure situations to ensure long-term user retention
Company industry:
Financial Services

Online Sales Representative

January 2024 - January 2025

Mozart bit

Florida, United States •Remote

January 2024 - January 2025

• Managed end-to-end sales cycles, including lead qualification, negotiation, and closing
• Developed a deep understanding of customer pain points to pitch tailored solutions, increasing upsell opportunities
• Optimized inventory management processes, ensuring real-time accuracy for international customers
Company industry:
Music Production

Education

RANEPA

July 2027

July 2027

Bachelor's degree, Business information system

Russian Federation

Skills

BUSINESS NEGOTIATION

Intermediate

CUSTOMER RELATIONSHIP MANAGEMENT

Intermediate

CUSTOMER SERVICE

Intermediate

INVENTORY MANAGEMENT

Intermediate

MANAGEMENT INFORMATION SYSTEMS

Intermediate

MICROSOFT CERTIFIED PROFESSIONAL

Intermediate

MICROSOFT SOFTWARE

Intermediate

PYTHON PROGRAMMING LANGUAGE

Intermediate

SALES

Intermediate

TECHNICAL SUPPORT

Intermediate

Languages

Arabic

Native Speaker

English

Expert

Russian

Expert

Training and Certifications

Certifications
Python Programming
Stepik
Jan 2024
Computer Graphics: Basics
Stepik
Jan 2025
Microsoft Certified Professional (MCP)