Abdelrahman

ABDELRAHMAN ELTAHRAWY
Customer Support & Quality Assurance Specialist
📍 Vinnytsia, Ukraine 📍 [открыть контакты](см. выше в блоке «контактная информация») ✉[открыть контакты](см. выше в блоке «контактная информация»)

PROFESSIONAL SUMMARY

Motivated and adaptable professional with 3+ years of experience in Customer Support and Quality Assurance, backed by a
Software Engineering degree. Proven track record of resolving complex customer issues, driving process improvements, and
collaborating cross-functionally to elevate service quality. Combines analytical thinking with strong communication skills
and technical literacy to deliver user-centered solutions efficiently.

WORK EXPERIENCE

Customer Support Specialist | Preply, Kyiv Apr 2025 – Jul 2025
▸ Delivered high-quality customer support via chat and email, consistently achieving strong satisfaction scores.
▸ Managed and triaged support tickets, ensuring timely resolution and transparent communication.
▸ Partnered with QA teams to log and escalate bugs, streamlining cross-team issue resolution workflows.

Quality Assurance Specialist | SupportYourApp, Kyiv Jan 2024 – Oct 2024
▸ Evaluated agent performance against quality benchmarks, identifying coaching opportunities and process gaps.
▸ Recommended and implemented process improvements that enhanced team efficiency and response consistency.
▸ Delivered data-driven insights from support metrics to team leads, supporting strategic decision-making.

Customer Support Consultant | SupportYourApp, Kyiv Jun 2021 – Nov 2024
▸ Served as primary point of contact for customer inquiries across phone, email, and live chat channels.
▸ Delivered timely, empathetic solutions that improved customer satisfaction and reduced resolution time.
▸ Onboarded and trained new users, accelerating adoption and reducing inbound support volume.
▸ Collaborated with internal teams to identify recurring issues and contribute to KPI improvements.

EDUCATION

Bachelor's in Software Engineering 2017 – 2021
Vinnytsia National Technical University, Ukraine
High School Diploma 2009 – 2015
Alma'rifa International Private School, UAE

SKILLS & TOOLS

Customer Support Ticket management, live chat, email, phone, Intercom, CRM systems
Quality Assurance Performance evaluation, process auditing, metrics analysis, coaching
Technical Java, HTML5, CSS3, JavaScript (React), MySQL, Microsoft Office
Soft Skills Communication, problem-solving, adaptability, stress management, teamwork
Languages English (Fluent), Arabic (Native)