Abanoub Zakaria Shawky

Merchant Helpline Support

• Job Details:Handled inbound calls from merchants using POS systems. Troubleshot hardware/software issues and escalated unresolved cases. Guided merchants through transactions, settlements, and refunds. Maintained accurate records and collaborated with technical and banking teams. Contributed to service improvements by reporting recurring issues. Ensured compliance with internal policies and central bank regulations. Handled customer inquiries related to QR code payments. Assisted merchants in activating and managing QR payment solutions. Troubleshot failed or delayed QR transactions. Educated customers and merchants on QR code usage for payments.

Customer Support Representative

• Job Details:Handled both inbound and outbound calls, providing professional support to customers regarding account inquiries, banking services, and resolving issues efficiently. Delivered accurate and detailed information about bank products and services, including personal loans, credit cards, savings accounts, and digital banking tools. Provided high-priority service to platinum and VIP customers. Managed sensitive customer requests such as card blocking and international service inquiries. Performed back office duties by reviewing and following up on service requests and complaints. Participated in assist team activities to correct misinformation and take necessary actions. Supported the training team by coaching new agents. Acted as a backup to the team leader when needed.

Customer Support Representative

• Job Details:Gained valuable experience and industry insights through hands-on exposure in the telecommunications customer service field. Efficiently handled a high volume of inbound customer calls daily, maintaining quality and speed standards. Developed strong customer handling skills, including resolving issues and de-escalating situations with dissatisfied or angry customers. Acquired proficiency in using multiple internal systems and tools specific to Vodafone Egypt’s service and support operations. Consistently achieved high performance scores and KPIs, contributing to team targets and overall service excellence.