Abdullah Alhennawy

Experience

• 

  Vodafone

  Aug 2014 - Mar 2015

  Technical Support Specialist
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  SYKES Egypt

  May 2016 - Apr 2020

  - Serve and help supervisors lead their teams.- Build and maintain an environment of clear positive communication.- Set and execute effective action plans.- Forecast, recruit, select, train, and assign employees. Key Responsibilities:- Help, coach, motivate and manage the performance of a team of technical support advisors.- Monitor and score interactions both voice and written.- Answer escalations (Technical & Non-technical) Provided technical support to Sony (TVs, AV devices, Vaio laptops) consumers.

  • Program Manager

    Nov 2018 - Apr 2020

  • Account Supervisor

    Feb 2017 - Oct 2018

  • Technical Support L1 & L2

    May 2016 - Feb 2017
• 

  Trilogy

  Apr 2020 - Jul 2021

  Software Support Engineer

  - Supported customers of 5 Saas Products (Biznessapps, Kayako, KerioConnect, Olive, Jive), via Emails, Video Calls, and chat.- Troubleshoot, reproduce, and fix software issues, or escalate when needed.- Educate and guide customers to succeed in making the best out of the software product.- Test and verify defects and communicate to the development teams using bug management tools.Achievements:- Self-learned 5 different SAAS software products using the existing knowledge bases.- Achieved or exceeded my weekly goals (FCR, Productivity, CSAT). Show less

• 

  Wildbit

  Jul 2021 - Apr 2022

  This is my current role, but it was under Wildbit before ActiveCampaign acquired Postmark and DMARC Digests.

  • Senior Customer Success Specialist

    Jan 2022 - Apr 2022

  • Customer Success

    Jul 2021 - Jan 2022
• 

  Postmark

  Apr 2022 - Oct 2024

  Senior customer success

  Responsibilities:- Work closely with Postmark customers to ensure their success in using their accounts. - Helped Postmark and DMARC Digests customers with deliverability, email authentication, API questions, use cases, and issues (Emails, Video Calls, chat).- Guide, troubleshoot, reproduce, and escalate issues as needed.- Ensured our customers are compliant, through vetting of new customers, and performing sending health checks.- Wrote over 15 help documents, new API endpoint documentation, and a couple of newsletters. - Participated in sales calls to answer prospects' technical questions and show them the technical benefits of using Postmark/DMARC Digests.Achievements:- Achieved customer happiness (92%+), FCR 60%+, and number of closed conversations consistently.- Completed multiple cross-function projects (Documentation, customer outreach, marketing and sales collaborations. Tech: REST APIs, Webhooks, DKIM, SPF, DMARC, DNS, HTML, CSS, SMTP. Tools: HelpScout, Jira, Zendesk, Confluence, Basecamp, Notion, Kibana,1password, Calendly, Okta, PagerDuty, Craft, Asana, Slack, Zapier. Show less

• 

  Automattic

  Oct 2024 - now

  Happiness (Support) Engineer