Dahlia Reda

Customer Support & Technical Support Specialist

Experienced Customer Support and Technical Support Specialist with over 7 years of experience across transportation, food delivery, e-commerce, telecommunications, and rewards platforms. Proven track record in customer service, technical troubleshooting, back-office operations, complaint resolution, chat support, and team mentoring. Skilled in handling escalations, supporting frontline agents, and delivering high-quality customer experiences in fast-paced environments. Strong communication and problem-solving abilities with experience supporting both Middle Eastern and US-based customers. Fluent in Arabic and proficient in English (B2+).

[email protected] +20 109 568 3885 Cairo, Egypt

Skills

Work Experience

Customer Support Specialist

Instashop

Feb 2026 — Jun 2026Cairo, Egypt

Assisted customers with order-related inquiries and delivery concerns
Investigated delayed orders and coordinated with relevant teams for resolution
Resolved account-related and technical issues affecting customers
Provided professional customer support through chat and ticketing systems
Maintained high customer satisfaction by delivering timely and effective solutions

Technical Support Representative (Comcast Account)

Sutherland

Jan 2025 — Mar 2025Cairo, Egypt

Provided technical support for Comcast customers over the phone
Diagnosed and resolved internet, TV, and connectivity issues
Guided customers through troubleshooting procedures
Escalated complex technical issues when necessary
Maintained customer satisfaction through professional and efficient support

Back Office Support Specialist (Uber Rides Account)

Teleperformance Egypt

Dec 2023 — Dec 2024Cairo, Egypt

Assisted drivers with financial statement inquiries and account-related issues
Investigated and resolved technical issues affecting drivers during trips
Educated drivers on company policies and procedures
Resolved disputes and issues between drivers and riders professionally
Handled rider inquiries, complaints, and service-related concerns
Ensured customer satisfaction through effective problem solving and communication

Back Office Specialist (Uber Eats Account)

Teleperformance Egypt

Jun 2021 — Aug 2023Cairo, Egypt

Assisted customers with food delivery and order-related inquiries
Investigated delayed, missing, and incorrect orders
Coordinated with restaurants, delivery partners, and customers to ensure successful resolutions
Resolved account-related and technical issues
Maintained high levels of customer satisfaction through efficient support

Subject Matter Expert (SME)

Talabat

Jan 2021 — Jun 2021Cairo, Egypt

Mentored and supported junior agents to improve performance
Provided guidance on escalated customer cases and operational issues
Developed training materials and knowledge-sharing resources
Assisted management in maintaining service quality standards

Floor Support Specialist (Chat Support) (Smiles Account)

Concentrix Egypt

Sep 2019 — Jan 2021Cairo, Egypt

Provided chat support for customers using the Smiles platform
Assisted customers with account-related issues, technical problems, and order inquiries
Supported customers with utility bill payment services and rewards program inquiries
Investigated and resolved customer complaints efficiently

Captain Support Specialist

Careem

Mar 2018 — Aug 2019Cairo, Egypt

Provided technical and operational support to over 100 drivers daily
Resolved application and account-related issues efficiently
Assisted drivers with technical and network-related problems
Handled disputes between captains and customers professionally
Maintained high levels of driver satisfaction through timely support

Skills

Customer ServiceTechnical SupportBack Office OperationsChat SupportComplaint ResolutionProblem SolvingCommunication SkillsTechnical TroubleshootingEscalation ManagementTeam Support & CoachingQuality Assurance AwarenessConflict ResolutionActive ListeningEmpathyAdaptabilityTime ManagementMultitaskingDecision MakingCRM SystemsTicketing SystemsData EntryAccount Management

Education

Bachelor's Degree, Computer Science

Modern Academy