Hesham Ramadan Mahmoud Mahmoud Ghoneim

• Acted as first point of contact for customer issues and queries, daily via inbound calls, emails and live chats regarding Department of economy and tourism Dubai government with excellent customer service skills.
• Received and registered consumer rights complaints and reports.
• Managed and escalated complaints effectively, resulting in positive customer outcomes.
• Provided knowledgeable advice covering Tourism legal matters.
• Informed customers of potential legal actions and required remediation to avoid escalation.
• Answered user inquiries regarding Holiday Home and Epermit portals to resolve problems.

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• Conducted one-to-one and group support sessions, helping teammates in both product knowledge and system navigation.
• Supported team by demonstrating respect and willingness to help.
• Managed customer support cases from initial report through to resolution.
• Managed quality of calls, using call monitoring software to determine areas of improvement.
• Resolved customers' general enquiries by phone, email and live chat during In times of work pressure.
• Escalated complex issues quickly to supervisors to avoid lost revenue.
• Adhered strictly to policies and procedures for continued company compliance.
• Monitored and updated stock levels and inventory databases.

• Handled phone, email and social media enquiries with consistent customer service across multiple channels.
• Processed inbound customer calls, providing information on service or product upgrades
• Managed high-volume customer queries simultaneously through effective multitasking.
• Employed active listening and product expertise to successfully resolve inbound queries.
• Managed daily calls, taking orders and escalated cancellations.
• Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
• Upsold new products and accessories to customers, capturing significant increases in add-on sales.
• Provided accurate, consistent and meaningful advice to customers to boost retention.

• Explained benefits and advantages of different product and service offerings to customers.
• Assisted customers with varying questions using product knowledge and service expertise.
• Handled high-volume telephone and email enquiries to minimize backlogs.
• Built customer rapport by providing friendly, genuine service, increasing customer retention.
• Completed targeted outbound telephone calls per day to assigned new and existing customers.
• Handled customer queries focused on first-call resolution.
• Managed and escalating complaints effectively, resulting in positive customer outcomes.

• Reviewed customer history and company financials before processing credit applications.
• Harnessed credit market knowledge to inform lending decisions.
• Monitored credit portfolio for changes and suggested additional investment or exit strategies.
• Spearheaded meetings with clients to resolve lending issues.
• Advised customers on credit products and matched income levels with loan amounts.

• Performed all debt collection activities in compliance with Financial Conduct Authority (FCA) guidelines.
• Remained calm and poised when communicating with difficult clients or in stressful situations.
• Followed company protocols to keep sensitive and financial information secure.
• Maintained records on diary notes and debt status codes to support customer account accuracy.
• Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
• Performed collection of overdue debts, reconciling high-volume account queries.
• Achieved performance goals on consistent basis through strong knowledge of industry best practices.