MOHAMED ESSAM MOHAMED

Remote Customer Service Specialist | Sales | Travel & Live Chat Support

Cairo, EG.

About

Highly effective Remote Customer Service and Sales Specialist with over 4 years of experience, adept at supporting international clients across diverse sectors including travel, telecom, hospitality, and food service. Proven expertise in live chat, booking modifications, refunds, and consultative sales, consistently delivering high customer satisfaction and achieving sales targets for global brands like Expedia and AT&T. Currently pursuing a Computer Science degree, I leverage strong technical skills in Node.js, Express.js, and MongoDB to enhance problem-solving and technical escalation capabilities in customer-facing roles.

Work

AT&T

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Sales Agent

Cairo, Cairo, Egypt

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Summary

Successfully sold a range of telecommunication products and services, leveraging customer needs analysis to drive product adoption.

Highlights

Sold fiber internet, mobile phone plans, tablets, and landline services to customers.

Reviewed customer bills and current services to identify opportunities to add lines or services while keeping the total within the customer's existing budget.

Assessed customer needs and recommended suitable products and service combinations based on usage and budget.

Used consultative sales and upselling techniques to increase product adoption while maintaining a customer-focused experience.

Concentrix (Expedia account)

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Customer Support Chat Agent

Cairo, Cairo, Egypt

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Summary

Provided live chat support for international travel customers, managing bookings, modifications, and resolutions with high efficiency.

Highlights

Handled live chat support for international customers on travel bookings and modifications, communicating in English with clients across multiple countries and time zones.

Managed cancellations, refunds, and itinerary changes using the Amadeus reservation system.

Logged and tracked customer interactions and case details in Salesforce CRM.

Delivered real-time resolution for booking issues, consistently maintaining high customer satisfaction scores.

Worked rotating shifts supporting a 24/7 global customer base, demonstrating flexibility across time zones.

Hyde Park Developments

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Customer Service Representative

Cairo, Cairo, Egypt

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Summary

Provided comprehensive live chat support for customer inquiries and service requests, ensuring timely and effective issue resolution.

Highlights

Provided live chat support for customer inquiries and service requests in a fast-paced environment, ensuring prompt and accurate responses.

Resolved complex customer issues through structured escalation processes, improving resolution efficiency.

Maintained service quality standards with consistently timely responses, contributing to positive customer experiences.

Papa Johns

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Order Taker / Complaint Team Agent

Cairo, Cairo, Egypt

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Summary

Managed high-volume customer orders and resolved complaints, consistently upholding service quality standards.

Highlights

Managed customer orders and resolved complaints in a high-volume, fast-paced environment.

Ensured accurate order processing while upholding service quality standards.

Education

Unknown Institution

Cairo, Cairo, Egypt
Bachelor's Degree Computer Science Grade:

Languages

Arabic

English

Skills

Customer Support

Live chat assistance, Complaint resolution, Escalation handling, Multi-channel support.

Sales

Consultative selling, Upselling, Needs assessment, Budget-based recommendations, Telecom products.

Travel & Reservations

Amadeus GDS, Booking modifications, Cancellations & refunds, Itinerary management.

CRM & Support Tools

Salesforce, CRM platforms, Ticketing systems.

General Professional Skills

Multitasking under pressure, Clear written/verbal communication, Team collaboration.

Backend Development

Node.js, Express.js, MVC architecture.

APIs & Databases

REST API design & integration, MongoDB.

Development Tools

GitHub (version control), Postman (API testing).

Security

Authentication & authorization, Input validation techniques.

Remote Work Readiness

Fiber optic (20-30 Mbps), 4G mobile backup, Intel Core i5 12th Gen, 16GB DDR5 RAM, Dedicated home office, Flexible across time zones (US / UK / EU / GCC shifts).