Salwa Hamza

At McAfee, through Sutherland Global Services, I provided phone and remote support to customers across the UK, US, Asia Pacific, and EMEA. I troubleshot software, connectivity, and product issues, guiding customers toward resolutions.

I managed customer cases from initial contact through resolution, follow-up, or escalation, using LogMeIn, Oracle CRM On Demand, and HubSpot. I also worked within SLA requirements and created and maintained SOPs, knowledge-base content, and support documentation.

I shared information about recurring issues with internal support teams and assisted with training new team members on support processes, tools, and case handling. I hold an MBA in Leadership from the University of the West of Scotland and the ECBA certification from IIBA.