Mona Elghamry

I have been working in telecommunications and customer service for almost 20 years. After graduating from the Faculty of Commerce, English Department, Accounting section in 2007, I began my career at Vodafone UK's call center in Egypt as an international customer care agent, specializing in chat and email support for the first 3 years. I then advanced to a mentor role on the escalation team for the next 8 years, where I would take over calls when customers weren't satisfied with the outcome from the first-line agents, working to ensure customer satisfaction. Currently, since January 2024, I work as a mentor for Amazon Customer Care through Concentrix in Egypt, supporting English-speaking customers who live in Egypt and use Amazon Egypt. I work remotely from Seattle but maintain Egypt time zone hours, handling chat and email support for an average of 80 customers per day. I consistently receive positive feedback from customers. What drives me most is that I am truly customer service oriented - it's not just something I say for interviews, but it's in my blood. My biggest happiness comes from helping people, whether they're customers or even strangers in my personal life.