Fatma Muhammad
@fatmamuhammad
Senior Customer Support Specialist at Shopwave handling 60+ daily chats and emails with a 96% CSAT.
EgyptWhat I'm looking for
At Shopwave, I resolve more than 60 chats and emails a day across Zendesk and Intercom, maintaining a 96% CSAT. I also wrote more than 40 help-centre articles, reducing repeat tickets by 18%.
Previously, I handled billing, account and technical calls at Telelink, and qualified residential leads at Brightline Solar. I’m looking for a customer support role where clear writing and patient, friendly communication matter; I’m comfortable with chat and email and willing to learn new tools.
Experience
Work history, roles, and key accomplishments
Senior Customer Support Specialist
Shopwave
Feb 2023 - Present (3 years 8 months)
Resolve 60+ chats and emails a day across Zendesk and Intercom with a 96% CSAT. Train and mentor new agents on tone, tooling and escalation paths, and wrote 40+ help-centre articles that cut repeat tickets by 18%.
Customer Service Representative
Telelink
Mar 2021 - Jan 2023 (1 year 10 months)
Handled 80+ inbound calls a day on billing, account and technical issues. Kept handle time 15% under target with quality scores above 92%.
Telesales Agent
Brightline Solar
Jun 2019 - Feb 2021 (1 year 8 months)
Made 120+ outbound calls a day to qualify residential leads. Closed 30% more deals than the team average with needs-based selling.
Education
Degrees, certifications, and relevant coursework
Google Career Certificates
IT Support Professional Certificate, IT Support
2022 - 2022
Covered troubleshooting, customer service, networking and system administration fundamentals.
Cairo University
Bachelor of Arts, English Literature
2015 - 2019
Graduated with honors. Focused on professional writing and communication, and led the university debate society for two years.
Tech stack
Software and tools used professionally
Availability
Location
EgyptAuthorized to work in
Salary expectations
Job categories
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