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  "basics": {
    "name": "Dahlia Reda",
    "label": "Customer Support & Technical Support Specialist",
    "summary": "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+).",
    "location": "Cairo, Egypt"
  },
  "work": [
    {
      "company": "Instashop",
      "position": "Customer Support Specialist",
      "location": "Cairo, Egypt",
      "startDate": "2026-02",
      "endDate": "2026-06",
      "highlights": [
        "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"
      ]
    },
    {
      "company": "Sutherland",
      "position": "Technical Support Representative (Comcast Account)",
      "location": "Cairo, Egypt",
      "startDate": "2025-01",
      "endDate": "2025-03",
      "highlights": [
        "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"
      ]
    },
    {
      "company": "Teleperformance Egypt",
      "position": "Back Office Support Specialist (Uber Rides Account)",
      "location": "Cairo, Egypt",
      "startDate": "2023-12",
      "endDate": "2024-12",
      "highlights": [
        "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"
      ]
    },
    {
      "company": "Teleperformance Egypt",
      "position": "Back Office Specialist (Uber Eats Account)",
      "location": "Cairo, Egypt",
      "startDate": "2021-06",
      "endDate": "2023-08",
      "highlights": [
        "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"
      ]
    },
    {
      "company": "Talabat",
      "position": "Subject Matter Expert (SME)",
      "location": "Cairo, Egypt",
      "startDate": "2021-01",
      "endDate": "2021-06",
      "highlights": [
        "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"
      ]
    },
    {
      "company": "Concentrix Egypt",
      "position": "Floor Support Specialist (Chat Support) (Smiles Account)",
      "location": "Cairo, Egypt",
      "startDate": "2019-09",
      "endDate": "2021-01",
      "highlights": [
        "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"
      ]
    },
    {
      "company": "Careem",
      "position": "Captain Support Specialist",
      "location": "Cairo, Egypt",
      "startDate": "2018-03",
      "endDate": "2019-08",
      "highlights": [
        "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"
      ]
    }
  ],
  "education": [
    {
      "institution": "Modern Academy",
      "degree": "Bachelor's Degree",
      "field": "Computer Science",
      "endDate": "2018"
    }
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    "Back Office Operations",
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    "Communication Skills",
    "Technical Troubleshooting",
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    "Team Support & Coaching",
    "Quality Assurance Awareness",
    "Conflict Resolution",
    "Active Listening",
    "Empathy",
    "Adaptability",
    "Time Management",
    "Multitasking",
    "Decision Making",
    "CRM Systems",
    "Ticketing Systems",
    "Data Entry",
    "Account Management"
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    "yearsOfExperience": 0,
    "seniority": "mid",
    "highestEducation": "Bachelor's"
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