Open to opportunities

Nada Hamdy

@nadahamdy

I’m a Senior Technical Support & Customer Care specialist who improves CSAT, QA, and FCR through data-driven resolutions.

Egypt

Message

What I'm looking for

I’m looking for a remote role where I can own client outcomes—editing polished videos on tight timelines and/or driving high CSAT/QA through structured support, escalation ownership, and data-informed improvements with international teams.

Dedicated Customer Support Specialist with over 4 years of experience providing exceptional support to international customers through phone, email, and live chat. Experienced in technical support, account management, billing inquiries, and resolving customer issues with professionalism and empathy. Skilled at working in fast-paced, remote environments while consistently meeting performance metrics such as customer satisfaction, quality, and productivity. Known for strong communication, problem-solving, adaptability, and the ability to quickly learn new tools and processes. Committed to delivering outstanding customer experiences and building positive relationships with every interaction.

Experience

Work history, roles, and key accomplishments

Current

Senior Video Editor

Current

Tube Creators & Cashcow

Jan 2023 - Present (3 years 6 months)

Edit and produce video content for 1,500+ clients worldwide, creating videos for social platforms and personal profiles based on individual requests. Deliver audio-visual content under tight deadlines using Adobe Premiere Pro, After Effects, and Final Cut Pro (remote).

Video Editing Adobe Premiere Pro After Effects Final Cut Pro Capcut Motion Graphics

Senior Business Development Specialist

Ultatel

Jan 2022 - Jan 2023 (1 year)

Used Salesforce and Pipedrive to improve data integrity and accelerate B2B pipeline, executing up to 280 cold calls and 160 targeted emails daily. Qualified prospects across the US and Canada and drove verified executive appointment results with a 90% meeting show-up ratio, then promoted to Senior Specialist within 10 months.

Salesforce Pipedrive Business Development Cold Calling Lead Qualification Appointment Setting Market Research Pipeline Management Sales Coaching

Senior Travel Customer Service

Transcom Egypt

Jan 2021 - Jan 2022 (1 year)

Delivered multi-channel customer support (voice, live chat, SMS, email) for UK & Ireland travelers, resolving hotel and excursion issues while meeting SLA targets. Maintained CSAT/QA/FCR above 90%, handled 80+ calls, 100+ live chats, and 60+ emails via scheduled rotations, and was promoted to Senior Support Specialist for onboarding and peer coaching using SAP C4C, TIMS, and Zendesk.

Customer Service SLA Management CSAT QA FCR Metrics Hotel & Excursion Support SAP C4C TIMS CRM Zendesk

Senior Travel Advisor

Transcom Egypt

Jan 2021 - Jan 2022 (1 year)

Delivered multi-channel travel customer service (voice, live chat, SMS, email) with high interaction volumes, including 80+ calls, 100+ live chats, and 60+ emails while meeting SLA targets. Maintained CSAT/QA/FCR above 90%, and was fast-tracked to Senior Support Specialist to lead onboarding, knowledge transfers, and peer coaching.

Customer Service Multichannel Support SLA Management CSAT QA FCR Optimization Hotel & Excursion Support SAP C4C Zendesk

Technical Support SME

Vodafone Uk

Jan 2019 - Jan 2021 (2 years)

Handled 120–150 technical broadband/landline incidents per shift while maintaining 85–100% QA and balancing AHT to protect customer satisfaction. Promoted to SME in 2021, owning escalation desks, cross-department knowledge training, and performance reporting, and recognized as #1 Top Performer for Quality in 2021.

Technical Support Customer Care Incident Management Quality Assurance AHT Optimization Tier 2 Support Escalation Management Oracle Siebel

Technical Support & Care Specialist

Vodafone UK

Jan 2019 - Jan 2021 (2 years)

Handled 120–150 technical broadband/landline incidents per shift while maintaining 85–100% QA and balancing AHT to protect customer satisfaction. Managed Tier 2 ticketing (100+ tickets daily), later leading escalation desks and cross-department knowledge training as an SME, and was recognized as a #1 Top Performer for Quality in 2021.

Technical Support Quality Assurance (QA)Halo CRM Tier 2 Ticketing Customer Escalation AHT Optimization

Education

Degrees, certifications, and relevant coursework

Faculty of Mass Communication, Cairo University

Bachelor's Degree, Public Relations, Advertising & Marketing

2018 - 2022

Grade: First-Class Honours

Earned a bachelor's degree in Public Relations, Advertising & Marketing at the Faculty of Mass Communication, Cairo University, graduating with First-Class Honours.

Faculty of Mass Communication, Cairo University

Bachelor's with First-Class Honours, Public Relations, Advertising & Marketing

2018 - 2022

Grade: First-Class Honours

Bachelor’s with First-Class Honours in Public Relations, Advertising & Marketing from the Faculty of Mass Communication, Cairo University (2018–2022).