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Mahmoud HefnawyMH

Mahmoud Hefnawy

Customer Support Specialist

€215/day
Ajman, AE
3-7 years

Average response time: 1 hour

About Mahmoud

A brief about me:
Analytical and detail-oriented professional with 4+ years of experience in high-stakes environments across the UK, US, and UAE markets. Proven expertise in Dispute Resolution, Technical support and fraud detection within the Telecommunications, e-moped rentals and e-commerce sectors. Successfully handled complex billing disputes and technical troubleshooting for global brands like AT&T and Vodafone.
Advanced proficiency in Root Cause Analysis using Power BI, Excel, and Generative AI to identify product improvements and operational gaps. Certified in Analytical Thinking and Data Visualization, with a strong track record of exceeding KPIs (100%) and maintaining platform integrity. Native Arabic speaker with C1 English proficiency,

I've also attached my resume as well as a video introduction for your reference.
  • Arabic

    Native or bilingual

  • German

    Basic

  • English

    Fluent

Can work on-site
Ajman (up to 50km)

Experience

  • AT&T loyalty associate
    Aspiring Engineer
    January 2022 - January 2023 (1 year)
    elGrocer by Smiles AT&T loyalty associate 2025-Current Sutherland 2022-2023
    Aspiring Data Engineer with hands-on experience in SQL, Power BI, and Python, focused on data analysis and dashboard reporting. I work on transforming raw data into actionable insights to support business intelligence and performance improvement. At elGrocer, I contribute to data-driven projects that enhance operations and decision-making.
  • elGrocer by Smiles 2023-2025
    Customer Excellence Rep
    E-COMMERCE
    December 2023 - April 2025 (1 year and 4 months)
    Cairo, Egypt
    As a Customer Excellence representative at
    elGrocer, I handle delivery-related inquiries,
    ensuring smooth and satisfying shopping
    experiences for customers across the UAE. I
    provide real-time updates, resolve delivery
    issues, and guide users through the platform
    with clarity and care. My role relies on empathy,
    adaptability, and a deep understanding of
    elGrocer’s services to build trust and enhance
    customer satisfaction
  • Vodafone UK
    Account Advisor
    January 2022 - January 2023 (1 year)
    During my 18 months as a remote International Account Advisor at Vodafone UK, I resolved customer complaints, supported sales, and documented technical issues while working across diverse cultures. This role sharpened my problem-solving and communication skills, earning recognition for exceeding performance targets and delivering exceptional customer service.

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Education

  • Bachelor of Commerce
    Menoufia University
    Bachelor of Commerce (EN Section)

Skill set

Categories