Mark

MARK GEORGE ARSALIUS KYRIAKOS
Bilingual Customer Support & Client Relations Specialist | Arabic–English
Lviv, Ukraine (Permanent Residency — remote-ready or Hybrid) | [відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація»)

PROFESSIONAL SUMMARY
Bilingual Arabic–English professional with 14+ years of client-facing, stakeholder-communication experience. Skilled at resolving
issues under pressure, managing high volumes of inquiries, and communicating clearly across cultures and channels. Native
Arabic and advanced English, strong digital literacy, and a track record of calm, solution-focused problem solving. Based in Lviv,
Ukraine with permanent residency; fully remote-ready and available across time zones and shifts.

CORE STRENGTHS

● Customer & Client Communication ● Bilingual Support (Arabic / English)
● Complaint Handling & Problem Resolution ● Stakeholder & Vendor Liaison
● Live Chat, Email & Ticketing Support ● Accurate Documentation & Reporting
● High-Volume, Deadline-Driven Work ● Composure Under Pressure
● Cross-Cultural Communication ● Fast Learner — New Tools & Systems

PROFESSIONAL EXPERIENCE

External Relations & Activities Coordinator — Bibliotheca Alexandrina
Alexandria, Egypt | Dec 2023 – Present
● Serve as first point of contact for external stakeholders and the public, responding to a high volume of inquiries
accurately and professionally across email, phone, and social channels.
● Resolve issues and complaints promptly, coordinating with internal teams to reach solutions and following up to
confirm resolution.
● Document requests, feedback, and outcomes, and prepare reports — maintaining accuracy across a busy, deadline-
driven workflow (30+ events per year).
● Communicate clearly with diverse, international audiences, adapting tone and language to each audience.

Communications & Events Specialist — Bibliotheca Alexandrina
Alexandria, Egypt | Apr 2012 – Nov 2023
● Managed audience communications and responded to public inquiries across social media and messaging platforms,
ensuring fast, accurate, and helpful responses.
● Handled on-site problem-solving during events (150–500 attendees), resolving issues in real time to keep experiences
positive.
● Coordinated with vendors, sponsors, and speakers, liaising between multiple parties to keep everyone informed and
aligned.
● Maintained detailed records and conducted follow-up analysis to improve service quality.

Youth Programs Specialist — Dialogue Forum Department, Bibliotheca Alexandrina
Alexandria, Egypt | Oct 2010 – Apr 2012
● Supported and guided youth participants and volunteers, answering questions and providing clear, patient assistance.
● Recruited, trained, and coordinated volunteer teams, and gathered participant feedback to improve programs.

Communications Assistant — Dialogue Forum Department, Bibliotheca Alexandrina
Alexandria, Egypt | Sep 2009 – Sep 2010
● Monitored and responded to comments and messages across communication channels, tracking response quality and
consistency.
● Coordinated event logistics and attendee communication for conferences and workshops.

EDUCATION
Postgraduate Diploma, Maritime Archaeology & Underwater Cultural Heritage
Alexandria University, Egypt | 2009 – 2010
BA, Archaeology and Greek & Roman Studies

Faculty of Arts, Alexandria University, Egypt | 2005 – 2009

SKILLS & TOOLS
● Communication tools: Zoom, Teams, Skype, Webex; social & messaging platforms (Facebook, Instagram, WhatsApp,
Viber, TikTok)
● MS Office (Word, Excel, Outlook, PowerPoint) — ICDL Advanced | Quick to learn ticketing/CRM systems (Zendesk,
Freshdesk, Salesforce)
● Comfortable working shifts and across time zones in a fully remote setup

LANGUAGES
● Arabic — Native | English — B2 (Listening, Reading, Speaking); B2 (Writing)

WORK AUTHORIZATION
● Egyptian nationality with Permanent Residency in Ukraine — available for remote work from Ukraine; no sponsorship
required for Ukraine-based employment.
● References available upon request.