Youssef Ayman Hanafy
📍 Giza, Egypt
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🔗 LinkedIn: https://www.linkedin.com/in/youssef-hanafy-5a873234a/
Professional Summary
Customer Support Specialist with 4+ years of experience providing remote support for top global
brands including Amazon, Verizon, Walmart, and Samsung. Skilled in chat, phone, and email
communication with a consistent track record of 90–95%+ CSAT. Highly organized, empathetic, and
results-driven, with experience in fast-paced, SLA-driven environments. Fluent in English and
Arabic, and seeking full-time remote roles within international, USD-compensated teams.
Professional Experience
Customer Support Specialist – Foundever (Samsung SENA Project)
Egypt |
Jun 2024 – May 2025
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• Delivered Tier 1 chat-based technical support via Sprinklr to Samsung users across the MENA
region.
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• Maintained 95%+ customer satisfaction (CSAT) by resolving issues quickly and clearly.
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• Proactively tracked personal KPIs, consistently meeting or exceeding all performance
benchmarks.
Customer Support Specialist – Teleperformance (Verizon US Project)
Egypt |
Jan 2022 – Jan 2023
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• Supported U.S. customers with billing, device troubleshooting, and account-related issues.
•
• Managed cases through internal CRM systems and escalated appropriately.
•
• Achieved 92% CSAT and recognized for exceeding average handling time and resolution
targets.
Customer Support Specialist – Transcom (Walmart US Project)
Egypt |
Jan 2021 – Jan 2022
•
• Handled high-volume support via phone, chat, and email for Walmart's U.S. eCommerce
operations.
•
• Resolved product, refund, and delivery issues with clarity and empathy.
•
• Maintained a CSAT of 90%+ consistently while supporting peak-season escalations.
Customer Support Representative – Amazon
Egypt |
Jan 2020 – Jan 2021
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• Assisted customers with Prime memberships, orders, and account services.
•
• Met or exceeded team KPIs for First Contact Resolution (FCR), CSAT, and AHT.
Education
Bachelor of Arts – English Language & Literature
Fayoum University, Faculty of Arts | Fayoum, Egypt | Expected: 2025
High School Diploma – El Wessam Language School
Giza, Egypt
Key Skills
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• Remote Customer Support
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• Live Chat
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• Phone Support
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• Email Support
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• Conflict Resolution
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• De-escalation
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• Empathy-First Communication
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• CRM Tools: Sprinklr, Zendesk, Freshdesk, Salesforce (basic)
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• Productivity: Google Workspace, Microsoft Office, Slack, Trello
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• KPI Tracking
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• Data Entry
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• SLA Management
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• Bilingual: Arabic (Native), English (Fluent)
Remote Setup
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• Dedicated quiet home office
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• Reliable laptop with webcam
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• Stable high-speed internet connection
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• Noise-cancelling headset
