Ziyad Sherif

Managed end-to-end dispute resolution for a two-sided marketplace using TickeTron, ensuring fair and policy-compliant outcomes for product quality claims and financial transactions. Investigated and resolved complex shipping anomalies, assisting users with lost parcels, damaged goods, and carrier tracking issues.

Provided expert eSIM troubleshooting via Zendesk to ensure seamless global connectivity for users. Diagnosed technical faults by analyzing device specifications, network settings, and backend account status. Promoted to Nesting SME and subsequently Floor SME, mentoring agents through their training transitions and providing real-time operational support.

Designed personalized travel itineraries using Amadeus GDS, meticulously aligning global bookings with client preferences and budget constraints. Managed end-to-end flight and hotel reservations, executing precise, detail-oriented adjustments to ensure seamless travel experiences.

Managed high-volume customer inquiries for Walmart using Jira, ensuring the accurate and timely processing of orders, refunds, and cancellations. Quickly adapted to a new technical environment following an internal transfer to AT&T, providing specialized support for a diverse product suite, including mobile, broadband, and satellite TV.

Supervised, coached, and mentored a high-performing team of 23 customer service representatives, cultivating an engaging work culture that consistently drove daily productivity. Served as the primary escalation point for complex customer disputes, executing rapid de-escalation and problem-solving strategies to safeguard client satisfaction and brand loyalty.

Grade: Very Good

Bachelor of Computer Information Systems with a Very Good academic standing. Designed and implemented software solutions using Python and Java, and explored database management and cybersecurity.