Abdelmoneim Ahmed
Tempe
Summary
Customer-focused operations support professional with 4+ years of front-line experience in e-commerce, video monitoring, and airline/travel environments. Skilled in high-volume communication, tracking real-time updates, and documenting issues accurately. Comfortable coordinating across teams, staying calm under pressure, and stepping into an airport dispatcher role where speed, accuracy, and clear communication matter.
Overview
4
4
years of professional experience
Work History
Video Surveillance Technician
SentraCam
08.2024 - 08.2025
- Monitored 50–100 active client sites per shift and managed 500+ system alerts, prioritizing urgent situations and escalating quickly.
- Served as a central point of contact during incidents, answering inbound calls and giving clear, real-time status updates.
- Coordinated time-sensitive video/footage requests (5–10 per shift), ensuring secure delivery and on-time completion.
- Performed system adjustments and analytics tuning to reduce false alarms and improve overall detection performance.
- Communicated and coordinated response with police/fire dispatch and internal teams to support fast resolution.
- Maintained accurate, time-stamped logs for every event to support leadership visibility, compliance, and smooth shift handoffs.
Customer Representative
Amazon
01.2023 - 01.2024
- Managed a high volume of customer contacts by phone, email, and chat, typically handling around 30 to 50 customers per day while responding quickly and professionally.
- Helped customers with purchase decisions using needs analysis to recommend the best products for their situation.
- Resolved about 15 to 20 service and billing issues per day, turning escalations into positive experiences and protecting brand reputation.
- Recorded every interaction in internal systems/CRM to keep accurate history and company-wide visibility.
- Shared recurring customer feedback with leadership and teammates to improve processes and overall experience.
- Met and exceeded performance goals (quality scores, handle time, customer satisfaction) in a metrics-driven setting.
Ticketing Agent
Qatar Airways
02.2021 - 05.2022
- Served as a primary customer contact for a premium international airline, assisting about 30–40 passengers per shift and delivering high-touch, luxury-level service.
- Entered passenger data and processed 30+ bookings per day with near-zero errors, ensuring all reservation and ticket details were correct.
- Explained complex policies (changes, cancellations, fees) in a clear, calm way to reduce confusion and frustration.
- Resolved ticketing-related complaints and urgent travel issues, often under tight time pressure.
- Used reservation systems and internal tools to manage bookings and keep records up to date.
- Compiled daily sales activity reports summarizing dozens of transactions and updated client account information for management review.
- Built strong relationships with repeat travelers by remembering preferences and anticipating needs.
Education
High School Diploma -
Marcos De Niza High School
Tempe, AZ05.2020
Skills
- Customer experience & relationship management
- High-volume phone, email, and chat support
- Complaint resolution & de-escalation
- Fast learner with new software
- Strong attention to detail and accuracy
- Time management & multitasking in fast-paced environments
- Strong verbal communication and phone etiquette
- Clear, professional written communication (email & text)
- Active listening, empathy, and patience
- Dispatch / coordination
- Real-time updates & reporting
- Documentation & shift handoff
Languages
Arabic
Native or Bilingual
English
Native or Bilingual
Timeline
Video Surveillance Technician
SentraCam
08.2024 - 08.2025
Customer Representative
Amazon
01.2023 - 01.2024
Ticketing Agent
Qatar Airways
02.2021 - 05.2022
High School Diploma -
Marcos De Niza High School