Tarek Hassen
Brno
Summary
Dedicated and detail-oriented Technical Support Specialist with extensive experience in customer relationship management (CRM) systems, specifically Salesforce, and strong technical troubleshooting abilities. Currently supporting AT&Tʼs customer base by providing expert assistance with CRM solutions and API integration. Known for a proactive approach to problem-solving and exceptional analytical skills, with a proven ability to diagnose and resolve complex technical issues effectively.
Support professional with track record of providing outstanding customer service and operational support. Recognized for effectively resolving customer issues and enhancing team collaboration. Reliable and adaptable, consistently meeting changing needs with focus on achieving results.
Overview
12
12
years of professional experience
Work History
Technical Care Support Associate
AT&T
07.2023 - Current
- Provide technical support and troubleshooting solutions using Salesforce CRM to optimize customer satisfaction and enhance service efficiency
- Achieved high customer satisfaction scores by delivering prompt, accurate resolutions to diverse and complex customer issues
- Increased support quality with thorough troubleshooting and problem-solving techniques.
Technical Support Specialist
Teleperformance
07.2012 - 03.2014
- Delivered customer-centric technical support for a range of products and services, focusing on accurate and efficient troubleshooting in a fast-paced environment
- Analyzed and resolved customer concerns effectively, achieving above-average resolution rates in a high-volume call center setting
Volunteer
Mira Dogs Organization
02.2016 - 04.2023
- Assisted in the rescue, rehabilitation, and care of abandoned dogs, including daily feeding, medical treatment, and monitoring recovery
- Supported the adoption process by coordinating with potential families and raising awareness of the organization's mission
Vocalize Instructor and Theatrical Analyst
Nefertari International School
03.2016 - 09.2022
- Developed and implemented a balanced musical and theatrical program for students, incorporating the latest educational methods to enhance student engagement and learning
- Organized and led musical and theatrical performances, supporting student development in vocal and performance skills
Music & Theatre Coach
Princeton International School
09.2014 - 06.2016
- Provided individual and small-group instruction in music and theater, adapting curricula to student needs and fostering individual growth
- Created personalized learning plans to identify and nurture talented students, enhancing their musical techniques and theatrical skills
Education
Bachelor of Science - Information Technology
New Cairo Academy
New Cairo, Egypt06.2008
High School Certificate -
Saint Fatima
Cairo, Egypt06.2008
Skills
- CRM
- Technical Support
- Troubleshooting
- Adaptability
- Problem resolution
- Customer satisfaction
- Analytical thinking
- Effective communication
- Microsoft Excel
- Quick Learning
Accomplishments
- Reduced Average Resolution Time - As a result of CRM optimization efforts, successfully decreased average customer issue resolution time by 20%, directly boosting customer satisfaction scores.
- Enhanced Team Capabilities in Technical Support - Improved team efficiency and reduced escalations by 30% through targeted training initiatives, strengthening technical support capacity and service quality.
Languages
English
Proficient
C2
Arabic
Proficient
C2
Hobbies and Interests
- Music
- Books
- Sports
- Volunteering
Timeline
Technical Care Support Associate
AT&T
07.2023 - Current
Vocalize Instructor and Theatrical Analyst
Nefertari International School
03.2016 - 09.2022
Volunteer
Mira Dogs Organization
02.2016 - 04.2023
Music & Theatre Coach
Princeton International School
09.2014 - 06.2016
Technical Support Specialist
Teleperformance
07.2012 - 03.2014
Bachelor of Science - Information Technology
New Cairo Academy
High School Certificate -
Saint Fatima
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