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Mahmoud Diab, Customer Support Specialist

Mahmoud Diab

Customer Support Specialist·TTEC

Egypt

Bachelor's degree, Administration And Economy

Work experience

Total years of experience: 3 years, 9 months

Customer Support Specialist

October 2024 - Present

TTEC

Cairo, United States

October 2024 - Present

Provide outstanding customer service for DailyPay users in the US, handling
inquiries about transactions, account issues, and payment delays across
phone, chat, and email.
Maintain high levels of accuracy, empathy, and professionalism, ensuring
timely issue resolution.
Stay consistently updated on policy changes and internal tools to ensure
smooth service delivery.
Company industry:
Call Centers & Customer Care Outsourcing

Customer Service Representative – Technical & Billing Support

October 2023 - October 2024

Concentrix –AT&T Prepaid

Cairo, United States

October 2023 - October 2024

Delivered billing and technical support for AT&Ts prepaid customers in the US.
Resolved account setup, top-up, and connectivity issues while guiding
customers through troubleshooting steps.
Ensured KPIs like first contact resolution and customer satisfaction were
consistently met.
Company industry:
Call Centers & Customer Care Outsourcing

Technical Support Advisor – Broadband, TV & Landline

January 2022 - January 2023

Vodafone Ireland

Cairo, Egypt

January 2022 - January 2023

andled technical queries and service issues for Vodafone Ireland customers.
Assisted in setting up internet, fixing TV signal issues, and configuring landlines.
Worked collaboratively with internal escalation teams to resolve complex
problems.
Company industry:
Telecommunications

Education

Faculty of Economics and Political Science Cairo University

July 2024

July 2024

Bachelor's degree, Administration And Economy

Egypt

GPA (point): 2.6 out of 4

GPA (point): 2.6 out of 4

Economics major and Political Science minor

Skills

CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
POLITICAL SCIENCES
Intermediate
POLITICAL SCIENCES
Intermediate
TECHNICAL SUPPORT
Intermediate
TECHNICAL SUPPORT
Intermediate
NETWORK TROUBLESHOOTING
Intermediate
NETWORK TROUBLESHOOTING
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
ESCALATION MANAGEMENT
Intermediate
ESCALATION MANAGEMENT
Intermediate
CONFLICT RESOLUTION
Intermediate
CONFLICT RESOLUTION
Intermediate
TEAM LEADERSHIP
Intermediate
TEAM LEADERSHIP
Intermediate
COLLABORATION
Intermediate
COLLABORATION
Intermediate
KNOWLEDGE BASE
Intermediate
KNOWLEDGE BASE
Intermediate

Languages

English

Beginner

Arabic

Beginner

Hobbies and interests

Watching Movies