Looking for a job

Hesham Bayoumi

@heshambayoumi

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Expert in troubleshooting issues, building positive client relationships, and promoting growth.

Egypt

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What I'm looking for

My experience in SaaS support gave me an understanding of dealing with the different challenges and needs of diverse users in this industry. Furthermore, my decade of experience in customer-facing roles and dealing with global clients in the tech-startup industries has helped me become talented in providing tailored customer service based on a user's unique personality, and understanding of the novel concepts and services offered.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Community Phone

May 2023 - Present (2 years 1 month)

As a Customer Success Manager, I handle escalated tickets, manage the calling queue, and improve troubleshooting processes. I successfully decreased the repeat call rate and enhanced customer lead times significantly.

Customer Success Technical Support CRM Management Process Improvement Team Leadership Escalation Management Upselling Cross Selling Communication Problem Solving

Technical Customer Support Chat

Strikingly

Mar 2022 - Aug 2022 (5 months)

Provided technical support via chat, maintaining a high customer satisfaction score. I tailored support based on customer needs and improved team metrics through analysis and process enhancements.

Technical Support Customer Satisfaction Website Management DNS Configuration Knowledge Base Management Metrics Analysis Communication Problem Solving Team Collaboration Bug Reporting

Customer Success Representative B2B

AHOY LLC

Dec 2020 - Dec 2021 (11 months)

Built strong relationships with merchant accounts, onboarded new clients, and reduced customer churn through effective communication and collaboration with cross-functional teams.

Customer Success Relationship Management Onboarding Feedback Channels Churn Reduction Communication Problem Solving Cross Functional Collaboration Root Cause Analysis team training

Cabin Crew

Etihad Airways

Sep 2014 - Apr 2020 (5 years 7 months)

Provided exceptional service as cabin crew, successfully upselling products and receiving multiple recognitions for outstanding customer service and guest satisfaction.

Customer Service Upselling Guest Relations Teamwork Communication Problem Solving Service Excellence Multitasking Conflict Resolution Attention To Detail

Sea Freight Coordinator

UNA TRADING FZE - Cat® Parts

Aug 2012 - Mar 2014 (1 year 7 months)

Coordinated sea freight operations, established logistics communication, and managed shipping documentation for customer accounts in the MEA region, ensuring efficient shipping processes.