Hebatalla Hesham
Cairo
Summary
- Customer Service Representative (from 2012- Present)
- Ten years of experience providing customer support in busy call center environments for public utility and insurance industry employers working with Hotels.it, Venere.com, Amazon.it, Booking.com and now with eDreams.it
- An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.
- Strategic-relationship/partnership-building skills listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.
Overview
14
14
years of professional experience
Work History
Agent Support Specialist
Samsung
06.2024 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Conducted regular performance reviews for continuous improvement and professional development.
- Collaborated with team members to resolve complex issues, improving overall service quality.
- Established effective communication channels between management, staff, and external stakeholders to ensure timely resolution of concerns.
Team Leader
Edreams Odigeo
03.2023 - 05.2024
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Senior Customer Service Specialist
eDreams.it
10.2020 - 05.2024
- Make airline bookings as requested, issue tickets bu using Amadeus GDS with EMD, Upgrade existing airline and coordinate with several travel agencies to issue the airline tickets
Senior Operation Specialist
BOOKING.com
04.2017 - 03.2020
- Assisting customers in their hotels online booking confirmations and to finalize special requests directly with the properties
- Handling customers Complaints Via Emails and Chats
- Handling hotel reservation modifications and refunds
- Educate the customers regarding the rules and the fees to be imposed the hotel with the full explanation
- Offer the most suitable available alternative options in-case of re-allocation
- Supervising on newcomers to make sure they follow the proper procedures
Senior Customer Service Specialist
Amazon Italy
09.2014 - 04.2017
- Delivering high quality customer service for customers purchasing their goods from Amazon.it
- Handling customers Complaints Via Emails and Chats
- Supervising on newcomers to make sure they follow the proper procedures
Travel Consultant
Expedia Inc.
04.2012 - 08.2014
- Handling hotel reservations for Expedia.it and hoteles.com
- Handling flights reservations
- Modifying hotel's reservation according to the customer's needs and upselling as well
Front Office Receptionist
Sol Cyrene Hotel
06.2011 - 04.2012
- Handling front office tasks and offline bookings and activities
- Handling the hotel's Email and phone queries along the shift
- Surveys summarization and filtering the complaints to put in the considerations to get resolved
Education
Bachelor Degree - Italian Civilization, Italian Linguistics, Literature, Translations (Oral & Consecutive), Conversation, ICDL
Ain Shams University
06.2011
Credit Sessions Course - Advanced English Course
Berlitz
09.2009
Skills
- Team Leadership
- Sales Supervision
- Microsoft Office
- Hotel Reservation
- Training
- Teaching
- Time management
- Presentational skills
- Soft Skills
- Communication & Interpersonal Skills
Languages
Arabic
Proficient
C2
Italian
Proficient
C2
English
Advanced
C1
Personal Information
- Date of Birth: 09/30/90
- Nationality: Egyptian
Timeline
Agent Support Specialist
Samsung
06.2024 - Current
Team Leader
Edreams Odigeo
03.2023 - 05.2024
Senior Customer Service Specialist
eDreams.it
10.2020 - 05.2024
Senior Operation Specialist
BOOKING.com
04.2017 - 03.2020
Senior Customer Service Specialist
Amazon Italy
09.2014 - 04.2017
Travel Consultant
Expedia Inc.
04.2012 - 08.2014
Front Office Receptionist
Sol Cyrene Hotel
06.2011 - 04.2012
Credit Sessions Course - Advanced English Course
Berlitz
Bachelor Degree - Italian Civilization, Italian Linguistics, Literature, Translations (Oral & Consecutive), Conversation, ICDL
Ain Shams University
Similar Profiles
Sourav SouravSourav Sourav
Inventory Clerk at SamsungInventory Clerk at Samsung
DeAndre DavisDeAndre Davis
Gas Ops Technician at SamsungGas Ops Technician at Samsung
Cornelious WrightCornelious Wright
Quality Control Inspector at SamsungQuality Control Inspector at Samsung