Hesham Seleem

HESHAM SELEEM E:-| T: +20 - EXECUTIVE SUMMARY A Counter Supervisor with overall 10 years of experience in tourism, sales, customer and technical support. An energetic professional who thrives in fast-paced environments requiring a high degree of organization, analytical skills and problem-solving ability. PROFESSIONAL SKILLS • Training, Writing, and Verbal skills • Monitoring and Maintaining Data systems • Strong Customer and technical support skills • Multi-tasking and Time Management • Problem Solving in a Team Environment • Fast Typing with an Eye for Accuracy FUNCTIONAL EXPERTISE DEMONSTRATED TRAVCO GROUP – UAE BASED October 2014 – January 2021 A Travel and tourism company in Egypt founded in 1979 that owns 157 hotels, resorts and cruise ships and has branches in Egypt, UAE, Oman and Jordan. Counter Supervisor Successfully achieved and exceeded both individual and team targets by promoting and selling travel related products. Trained new employees to ensure that everyone is aware of company policies, products and operating procedures. Worked with employees to enhance their potential in relation to the role, empowering performers to go to the next level in their existing role. Prepared weekly reports to be submitted to the director of travel and the general manager, tasked to arrange The CEO’s travel bookings exclusively, coordinated with airline’s key account managers for presentations and trainings related to their products and services. • Social Media Marketing: Achieved increase presence on existing platforms including Facebook and Instagram. Created and distributed engaging written or graphic content on company’s social media pages. Travel Consultant Recruited to book air tickets, travel insurance and transfers to individuals and corporates. • Air Tickets: Successfully implemented best practices in the ticketing area by researching various destinations, handling manual ticket issuance, airline schedule changes, ticket exchange and refunds. Handled both individual and group requests a minimum of 50 passengers. Communicating with customers using emails and phone. NAOS – ORANGE ACCOUNT September 2012 – August 2014 An Egyptian based company that provides services in inbound and outbound service, recruitment, Telecommunication, Payroll and training. Customer Service Representative Delivered a brilliant customer service response to a wide range of inbound Customer queries. Achieved challenging individual, team and contact center agents related to telecommunication services. Managed various customer issues and transactions such as billing support, general and technical inquiries. • Troubleshooting: Performed troubleshooting through diagnostic techniques over the phone. Determining the best solution based on the issue and details provided by customers. Walking the customer through the problem-solving process. XCEED – MICROSOFT XBOX ACCOUNT February 2008 – May 2010 An Egyptian based company that provides services in inbound and outbound service, recruitment, Helpdesk, telecommunication, automotive and technology. Technical Support representative Successfully diagnosed and resolved Xbox 360 software issues involving internet connectivity, setting up Gaming console and account management for UK and Irish users. • Technical Support: Assuming initial ownership for the coordination, investigation and documentation of customers and system incidents. Performing initial level of diagnosis of problems and resolving them in professional manner. Gathering customer’s information and determine the issue by evaluating and analyzing the symptoms. Redirecting problems to appropriate resources. • Product Trainer: Providing individual and group instructions and training to staff on XBOX Products. Participated in training projects related to technological and service directions. ANDALUSIA REAL ESTATE June 2006 – September 2007 An Egyptian based company that provides summer properties such as Villas, Condos and Regular Units. Sales Representative Successfully Coordinated appointments to show units to prospective buyers. Advising clients on market conditions, prices and related matters. Comparing a property with similar properties that have recently sold to determine its competitive market price. Interviewing clients to determine what kind of properties they are seeking. Generating lists of properties that are compatible with buyer’s needs. SEMINARS AND TRAININGS Lynda Marketing Foundation from LinkedIn Galileo Essential Training Amadeus Essential Training EDUCATION Bachelor of Law Ain Shams University (Cairo - Egypt) OTHER RELEVANT INFORMATION Languages: English (Advanced) Computer skills: MS Office Suite, Windows and Mac OS, Typing at ~60 WPM.