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Malek Ramadan, Call center shift leader

Malek Ramadan

Call center shift leader·Zaatar W Zeit - Cravia

Lebanon

Bachelor's degree, Computer Science

Work experience

Total years of experience: 10 years, 6 months

Call center shift leader

October 2025 - Present

Zaatar W Zeit - Cravia

Beirut, Lebanon

October 2025 - Present

Managed daily workflows, coached agents, and optimized performance.
Compiled and analyzed sales/order data, providing key insights to guide
leadership decisions. Acted as the key liaison with branch teams,
coordinating order processing and resolving issues to ensure operational
efficiency and service quality.
Company industry:
Catering, Food Service, & Restaurant
Job role:
Customer Service and Call Center

Call center agent

April 2023 - February 2026

Zaatar WZeit

Beirut, Lebanon

April 2023 - February 2026

• Rapid and accurate handling of multiple orders simultaneously.
• Ability to perform effectively under pressure.
• Effective communication skills to ensure customer satisfaction.
• Knowledge retention and recollection of product range to provide clients
with prompt and precise response.
Company industry:
Catering, Food Service, & Restaurant
Job role:
Customer Service and Call Center

Customer service agent

February 2024 - October 2025

Zaatar WZeit

Beirut, Lebanon

February 2024 - October 2025

• Employed active listening and empathetic communication to de-escalate
customer concerns, consistently building rapport and trust that
facilitated smoother problem-solving and increased customer
satisfaction.
Company industry:
Catering, Food Service, & Restaurant
Job role:
Customer Service and Call Center

Computer repair technician/IT & software developer

January 2021 - January 2022

Freelance

Beirut, Lebanon

January 2021 - January 2022

• Hardware and Software technician.
• Repairing, cleaning and troubleshooting devices.
• Created React Native based apps.
• Main focus on the front-end part in a project.
• Remote and on-site work.
Company industry:
Media Production
Job role:
Information Technology

Manager/IT

January 2017 - January 2021

Global Gaming/Steam Gaming

Beirut, Lebanon

January 2017 - January 2021

• Hardware and Software technician.
• Responsible for operating an entertainment center with over 30 devices.
• Setting up network connectivity to the main server.
Company industry:
Entertainment
Job role:
Administration

IT Technician & Cashier

February 2017 - March 2020

Steam gaming/ Global Gaming center

Beirut, Lebanon

February 2017 - March 2020

I was responsible on maintenance of multiple pc systems and the connection between them, while operating the shop.
Company industry:
Entertainment
Job role:
Customer Service and Call Center

Teller/IT

January 2014 - January 2015

Triple M travel agency

Beirut, Lebanon

January 2014 - January 2015

• Hardware and Software technician.
• Setting up network connectivity to the main server.
• Responsible for money transfers in the travel agency and customers.
Company industry:
Hospitality & Accomodation
Job role:
Banking

Computer repair services

January 2012 - January 2013

ZeroHour services

Beirut, Lebanon

January 2012 - January 2013

• Hardware and Software technician.
• Repairing, cleaning and troubleshooting devices.
Company industry:
Computer Hardware & High-Tech Manufacture
Job role:
Information Technology

Education

Arabic Open University

January 2021

January 2021

Bachelor's degree, Computer Science

Lebanon

GPA (point): 2.5 out of 4

GPA (point): 2.5 out of 4

Al Mihaniya Al Amliya Electronics

January 2015

January 2015

High school or equivalent, Electronic And Computer Engineering

Lebanon

Skills

COMPUTER SCIENCE
Intermediate
COMPUTER SCIENCE
Intermediate
COLLABORATION
Intermediate
COLLABORATION
Intermediate
DATA MANAGEMENT
Intermediate
DATA MANAGEMENT
Intermediate
ENTERPRISE APPLICATION SOFTWARE
Intermediate
ENTERPRISE APPLICATION SOFTWARE
Intermediate
IMPLEMENT PROJECTS
Intermediate
IMPLEMENT PROJECTS
Intermediate
LEADERSHIP
Intermediate
LEADERSHIP
Intermediate
PROBLEM SOLVING
Intermediate
PROBLEM SOLVING
Intermediate
PYTHON PROGRAMMING LANGUAGE
Intermediate
PYTHON PROGRAMMING LANGUAGE
Intermediate
SOFTWARE DEVELOPMENT
Intermediate
SOFTWARE DEVELOPMENT
Intermediate
TEAM LEADERSHIP
Intermediate
TEAM LEADERSHIP
Intermediate

Social profiles

Languages

Arabic

Beginner

English

Beginner

French

Beginner

Training and Certifications

Certifications
Foundation of Computer science
SE Factory
Oct 2025

Hobbies and interests

Video Gaming, swimming, camping

I have accomplished learning about different programing languages, from python, C#, Kotlin, Java, and i have worked on Unity to make a small game was intended for my graduation project and it was a one man project that I did all by myself, and I still want to keep going forward despite everything that is going around the world.