Mohamed Ashraf
@mohamedashraf16
Telecom quality assurance candidate with AT&T and Verizon support experience, including call auditing and coaching at Webhelp.
EgyptWhat I'm looking for
At Sutherland Global Services, I supported frontline agents on the AT&T Mobility & Broadband account with product guidance, troubleshooting, escalation support, and coaching assistance. I also provided advanced mobility and broadband technical support for AT&T customers, resolving device, network, and connectivity issues.
At Webhelp, I supported Verizon Wireless advisors through coaching sessions, call auditing, troubleshooting, and escalation support. I’m seeking to move into a Quality Assurance / Quality Analyst role, building on my experience in quality-focused telecom operations.
Experience
Work history, roles, and key accomplishments
Dental Technician
Health Insurance Organization
Sep 2021 - Present (5 years 1 month)
Manufactured dental prostheses and supported dental laboratory operations. Maintained accuracy and attention to detail in technical production processes.
Freelance Entry-Level Dental Designer
Freelance
Jan 2021 - Present (5 years 9 months)
Assisted with entry-level dental design and digital dental workflow tasks.
Supported frontline technical support agents with product knowledge and troubleshooting guidance. Assisted with call handling support, escalation management, and floor support activities.
Provided advanced technical support for AT&T mobility and broadband customers. Troubleshot complex mobile network, device, and connectivity issues.
Supported property owners and guests through calls and email communication. Handled dispute resolution and mediation between customers and property owners.
Subject Matter Expert / Support Coach
Webhelp
Nov 2021 - Oct 2022 (11 months)
Provided product knowledge and operational support to customer service advisors. Conducted coaching sessions, call auditing, and escalation support.
Customer Advisor I
Webhelp
Mar 2021 - Nov 2021 (8 months)
Provided billing and Tier 1 technical support for Verizon Wireless customers. Assisted customers with troubleshooting, account concerns, and service-related inquiries.
Provided billing and basic technical support for AT&T customers. Handled inbound customer service calls and issue resolution.
Telemarketer
Prober Business Solutions
Apr 2018 - Jun 2019 (1 year 2 months)
Conducted outbound cold calls within the U.S. real estate market. Generated leads and scheduled appointments with sellers, buyers, and investors.
Education
Degrees, certifications, and relevant coursework
Cairo University
Bachelor's Degree, Translation
2023 -
Pursuing a degree in English to Arabic Translation at Cairo University, Faculty of Arts, from January 2023 to present.
Health Insurance Organization
Certificate, Occupational Safety
2023 - 2023
Completed a two-week Occupational Safety Program at the Health Insurance Organization in April 2023.
ADK Deutsch Course
Certificate, German Language
2022 - 2022
Completed a German Language A1 course at ADK Deutsch Course from May 2022 to December 2022.
Technical Health Institute
Associate Degree, Dental Technology
2020 - 2022
Earned an Associate Degree in Dental Technology from the Technical Health Institute from May 2020 to May 2022.
Tech stack
Software and tools used professionally
Availability
Location
EgyptAuthorized to work in
Salary expectations
Job categories
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