Alain Hachem
Miami,FL
Summary
Dynamic Client Success and Account Management leader with over 12 years of experience driving retention, adoption, and operational scalability for merchant partners across digital customer experiences, vendor partnerships, and franchise networks. Expertise in proactively managing client relationships while aligning client objectives with internal priorities to facilitate program expansion through effective cross-functional collaboration. Thrives in fast-paced, high-growth environments with a strong emphasis on customer satisfaction, performance optimization, and maximizing long-term account value. Committed leader and strategic problem-solver focused on streamlining operations to reduce costs and enhance organizational efficiency, leveraging independent decision-making skills to contribute positively to overall company success.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Manager, Guest Care
Restaurant Brands International (Burger King North America)
01.2022 - Current
- Owned enterprise-level merchant and stakeholder relationships by leading the transition to a BPO vendor model (TaskUs, Colombia), ensuring continuity of service, retention, and satisfaction while enabling 45 agents and protecting approximately $1M in annual budget.
- Executed a proactive client management strategy by launching and scaling Social Care and App Reviews programs, improving digital responsiveness, engagement, and ongoing adoption across merchant-facing channels.
- Drove account expansion and long-term value by owning the U.S./Canada Reputation Management initiative, aligning Legal, IT, Operations, and vendors to deliver governance, system access, and operational readiness for 750+ restaurants.
- Identified growth and efficiency opportunities by extending Social Care and Reputation programs through automation, QA frameworks, macros, and performance dashboards, increasing operational efficiency and consistency at scale.
- Conducted regular performance reviews and business updates through reporting, dashboards, and stakeholder readouts, using data and feedback to guide prioritization, continuous improvement, and client alignment.
- Acted as the primary escalation owner by collaborating cross-functionally with Product, Tech, Legal, Fraud, and Digital Promotions teams to resolve high-impact, time-sensitive issues.
- Maintained deep product and platform knowledge across support tools, digital applications, and reputation systems to provide accurate guidance and enable effective decision-making.
Digital Support Specialist for Restaurant Brands International
Insight Global (Contract for Restaurant Brands International)
03.2020 - 12.2021
- Supported multi-brand merchant-facing digital operations for Burger King, Popeyes, and Tim Hortons during rapid digital growth, ensuring timely issue resolution and consistent service delivery.
- Improved retention and satisfaction metrics by standardizing workflows and developing training materials that increased first-contact resolution and handling consistency.
- Partnered with internal teams to identify recurring client-impacting issues, contributing to operational improvements and enhanced support readiness.
Owner / Operator
H by H Beauty Space
06.2015 - 12.2021
- Built and retained a loyal client base by owning end-to-end operations for a multi-location business, including customer experience, vendor partnerships, staffing, and marketing.
- Drove revenue growth and retention through relationship-based client management, targeted local marketing, and service optimization.
- Led full project lifecycles for new location launches, managing lease negotiations, buildouts, vendor coordination, and operational readiness.
Restaurant General Manager
Soyka Restaurant
01.2011 - 03.2015
- Managed high-volume operations and key vendor relationships, overseeing budgeting, P&L, staffing, and service standards.
- Improved operational performance through staff development, process improvements, and data-driven analysis of sales and guest trends.
Education
B.S. - Information Technology - Software Engineering
University of Phoenix
Higher Diploma - Hotel & Catering Management
Geneva Hotel School
Skills
- Client engagement leadership
- Merchant relationship management
- Business growth strategy
- Revenue growth facilitation
- Cross-Functional Collaboration
- Stakeholder engagement
- Vendor management
- Performance Reviews & Reporting
- Process optimization
- Customer support operations
- Digital, Social & Reputation Management
- CRM & Support Platforms (Zendesk)
- Data Analysis & Dashboards
- Team leadership
Certification
- Zendesk Administrator Certification, 2024
- No-Code AI Certification, Purdue University, 2024
Languages
English
Native or Bilingual
French
Native or Bilingual
Arabic
Native or Bilingual
ADDITIONAL HIGHLIGHTS
- Extensive experience aligning client goals with internal priorities and deliverables across Product, Tech, Legal, Operations, and external partners.
- Comfortable managing multiple priorities in fast-paced, ambiguous environments.
- Strong written and verbal communicator with a relationship-driven, client-first approach.
Timeline
Manager, Guest Care
Restaurant Brands International (Burger King North America)
01.2022 - Current
Digital Support Specialist for Restaurant Brands International
Insight Global (Contract for Restaurant Brands International)
03.2020 - 12.2021
Owner / Operator
H by H Beauty Space
06.2015 - 12.2021
Restaurant General Manager
Soyka Restaurant
01.2011 - 03.2015
Higher Diploma - Hotel & Catering Management
Geneva Hotel School
B.S. - Information Technology - Software Engineering
University of Phoenix