{
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  "basics": {
    "name": "Hesham Mohamed El-Sisi",
    "label": "C3i Senior Operator",
    "summary": "Dynamic operations professional with 15+ years of experience across global security operations, IT services, telecommunications, logistics, healthcare, customer experience, and sales. Skilled in incident and escalation management, stakeholder communication, cross-functional coordination, technical problem-solving, and operational reporting within fast-paced environments. Proven ability to build strong customer relationships, deliver exceptional service, and resolve complex challenges while maintaining high quality standards. Experienced in training and mentoring teams, supporting business operations, and collaborating with internal departments and external partners to achieve organizational goals. Recognized for adaptability, analytical thinking, leadership, and the ability to perform effectively under pressure while driving operational excellence and continuous improvement.",
    "location": "Helmeyt El Zeitoun Square, Cairo, Egypt"
  },
  "work": [
    {
      "company": "RayaContactCenter (Rcc): Etisalat Emarat Account",
      "position": "Customer service agent",
      "startDate": "2011",
      "endDate": "2014",
      "highlights": [
        "Troubleshooting all customers issues with adsl & mobile internets services",
        "Technical support & account Advisor / collection team: collecting premium segment bills",
        "advising clients to the suitable bundle"
      ]
    },
    {
      "company": "Fetchr (Shipping & Logistics & Delivery company)",
      "position": "Team leader",
      "startDate": "2014",
      "endDate": "2017",
      "highlights": [
        "Team Management: Supervising, training, and evaluating logistics team members fotchr",
        "Process Improvement: Identifying and implementing ways to enhance efficiencyand reduce costs",
        "Problem Solving: Addressing and resolving logistical issues",
        "Reporting and Documentation: Maintaining accurate records and preparing reports"
      ]
    },
    {
      "company": "RayaContactCenter (Rcc)",
      "position": "Customer service agent - Etisalat Emarat Account",
      "startDate": "2011",
      "endDate": "2014",
      "highlights": [
        "Troubleshoot customer issues with ADSL and mobile internet services",
        "Provide technical support and account advisory for premium segment billing",
        "Advise clients on suitable bundles"
      ]
    },
    {
      "company": "Fetchr",
      "position": "Team leader",
      "startDate": "2014",
      "endDate": "2017",
      "highlights": [
        "Supervise, train, and evaluate logistics team members",
        "Identify and implement process improvements to enhance efficiency and reduce costs",
        "Resolve logistical issues promptly",
        "Maintain accurate records and prepare operational reports"
      ]
    },
    {
      "company": "Vodafone Egypt",
      "position": "SR Customer service & Operation Support",
      "startDate": "2017",
      "endDate": "2022",
      "highlights": [
        "Handle premium customer complaints across Vodafone services and products including ADSL and 3G",
        "Achieved top performer award in blended team",
        "Promoted to Customer Excellence Team to enhance customer service via Contact Centers",
        "Improve customer satisfaction using innovative technology and data-driven ADEC approaches",
        "Develop and maintain strong relationships with partners, agencies, and vendors to support marketing initiatives",
        "Monitor and maintain brand consistency across all marketing channels"
      ]
    },
    {
      "company": "Integrated Diagnostics Holdings (IDH)",
      "position": "SR IT Help desk specialist",
      "startDate": "2022",
      "current": true,
      "highlights": [
        "Troubleshoot and report internal network issues within corporate environments",
        "Resolve employees' Windows OS and business software issues remotely",
        "Audit global issues and export reports to top management",
        "Manage CRM ticketing system performance, report bugs, and suggest improvements",
        "Manage IT budget for corporate sections in collaboration with manager",
        "Audit call center team performance and provide coaching"
      ]
    }
  ],
  "education": [
    {
      "institution": "Ain shams university, Faculty of arts, English section",
      "degree": "Bachelor of Arts",
      "field": "English dep"
    }
  ],
  "skills": [
    "Team management: large communications skills & team building & target achieving",
    "Troubleshooting skills: ticketing systems experience & good listener & Escalation matrix &CoC",
    "Reporting skills : handover experience & shift over reports"
  ],
  "languages": [
    {
      "language": "English",
      "fluency": "Very Good business English"
    }
  ],
  "certificates": [
    {
      "name": "Berlits Business English"
    },
    {
      "name": "CompTIA A+ (Online selflearning)"
    },
    {
      "name": "EFE | Education for Employment: time management & project management"
    }
  ],
  "availability": {
    "status": "open",
    "sponsorship": false
  },
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      "RayaContactCenter (Rcc): Etisalat Emarat Account",
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      "Fetchr (Shipping & Logistics & Delivery company)",
      "Customer service agent - Etisalat Emarat Account",
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      "Fetchr",
      "SR Customer service & Operation Support",
      "Vodafone Egypt",
      "SR IT Help desk specialist",
      "Integrated Diagnostics Holdings (IDH)",
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      "Reporting skills : handover experience & shift over reports",
      "English",
      "Berlits Business English",
      "CompTIA A+ (Online selflearning)",
      "C3i Senior Operator"
    ],
    "yearsOfExperience": 16,
    "seniority": "senior",
    "highestEducation": "Bachelor's"
  },
  "verification": {
    "email": true,
    "platform": "freecv.org"
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    "lastModified": "2026-07-12T12:36:01.911Z",
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}