mounir wassef

Results-driven professional with 5+ years of experience in technical support, customer service, and retail. Proven expertise
in resolving complex technical issues, enhancing operational efficiency, and delivering superior customer experiences.
Skilled in SQL, CRM systems, and front-end development, with a demonstrated ability to quickly adapt to new
challenges. Seeking a role to leverage my problem-solving skills and technical expertise to contribute to business success.

Call the car | Diamond Bar , California
Customer Service Representative
08/2023 - Current
Provided outstanding customer service, ensuring clients had a seamless
and stress-free experience with their transportation needs.
Assisted clients with inquiries, scheduling, and issue resolution, enhancing
satisfaction and loyalty.
Effectively managed and resolved 85+ client calls daily, maintaining a 98%
satisfaction rate.
Coordinated with health plans and transportation providers to meet client-
specific needs and ensure timely service.
Engaged with clients to understand their needs, answer questions, and
provide clear communication about transportation arrangements.
De-escalated challenging client concerns while maintaining a calm and
empathetic demeanor.
Promoted high client satisfaction by delivering knowledgeable, efficient and helpful service 

76 Gas Station | El Monte, California
Team Member
03/2023 - 08/2023
Delivered excellent customer service by efficiently handling transactions
and addressing customer inquiries with professionalism.
Managed point-of-sale (POS) systems to process transactions accurately
and efficiently, minimizing errors and ensuring a smooth checkout
experience.
Maintained a clean, organized, and welcoming environment to ensure a
positive customer experience.
Enhanced operational efficiency by monitoring stock levels and assisting
with timely restocking to meet customer demand.
 

Macy's | Pasadena, California
Front of House Team Member
12/2022 - 03/2023
Surpassed daily sales goals by 10%, contributing to consistent revenue
growth.
Provided tailored product recommendations, achieving a 95% customer
satisfaction rating.
Managed and restocked backroom inventory to ensure accurate stock
levels and maintained display stock for optimal presentation.
Reduced inventory discrepancies by 20% through meticulous stock
organization and tracking.
Efficiently operated and managed POS systems, ensuring smooth and
accurate transactions.
Assisted customers with purchases, offering knowledgeable guidance to
meet their needs.
Resolved customer concerns promptly and professionally, fostering loyalty
and repeat business.
 

Huawei | Cairo, Egypt
Application Support Analyst
05/2017 - 11/2021
Resolved over 200 critical system issues daily across CRM, CBS, and
inventory systems, ensuring 99.9% system uptime for Telecom Egypt.
Reduced operational delays by 15% by developing SQL-based performance
reports for key metrics.
Provided technical support to the UAT team, improving software efficiency
by 20% and aiding in testing and development.
Designed and implemented Standard Operating Procedures (SOPs),
streamlining workflows and enhancing operational consistency.
Managed incident resolution through a ticketing system, ensuring timely
responses and minimizing disruptions.
Organized and stocked inventory, processing over 1,000,000 SIM cards
daily with meticulous file arrangement and tracking.
Created and managed organizational and warehouse structures within the
system, optimizing efficiency and resource allocation.
Designed roles and permissions for system users, maintaining data security
and operational control.
Monitored systems to identify and report potential outages before they
occurred, proactively reducing downtime.
Developed critical reports using SQL to support data-driven decision-
making and improve performance visibility.
 

Saudi market | Cairo, Egypt
Team Member
05/2015 - 02/2016
Provided outstanding service, ensuring customers had a seamless and
enjoyable shopping experience.
Assisted customers with inquiries and purchases, enhancing satisfaction
and loyalty.
Organized and replenished stock to maintain product availability and store
appearance, ensuring a positive environment.
Conducted regular inventory checks to prevent discrepancies and maintain
accuracy.
Arranged inventory and managed point-of-sale (POS) systems to facilitate
smooth and efficient transactions.
Helped customers with their needs by offering tailored product
recommendations and ensuring timely assistance

MTI UNIVERSITY, CAIRO, EGYPT
BACHELOR OF SCIENCE – BUSINESS INFORMATION SYSTEMS