Summary
Overview
Work History
Education
Skills
Timeline
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HICHAM EL BAZ

Orlando,Florida

Summary

Highly motivated and committed professional with over 10 years of experience in customer service, call center, hospitality management, and the travel industry. Multilingual, a quick learner with an extensive customer service and leadership background, and a proven capacity to resolve issues rapidly. Seeking an opportunity to utilize my multicultural experience, knowledge, and skills to help the company meet and surpass its goals, while enjoying the ability to develop in new areas.

Overview

12
12
years of professional experience

Work History

Tier 2 Customer Service Representative

CLEARME.COM
Orlando, Florida
07.2023 - Current
  • Resolved customer complaints in a timely manner while maintaining a professional attitude.
  • Explained the benefits and advantages of different products and service offerings to customers.
  • Assisted customers with various types of technical issues via email, live chat, and telephone.
  • Resolved billing issues and disputes through effective problem-solving techniques.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.

Airbnb Property Manager, Self-employed

Airbnb
Orlando, Florida
01.2023 - 06.2023
  • Welcomed customers, offered assistance, and answered questions by providing rates, terms, and conditions of rental.
  • Generated reports to track occupancy rates, revenue, expenses, and other metrics related to hosting.
  • Maintained an organized system for tracking bookings, payments, cancellations, and reviews.
  • Worked with housekeeping, maintenance, and security to meet all guest needs.

Senior Customer Service Executive

BOOKING.COM
Orlando, Florida
12.2015 - 12.2022
  • Provided support, guidance, and payout approvals to internal teams via the hotline by implementing and enforcing company policies, procedures, and priorities.
  • Managed relationships in English, Spanish, French, and Arabic with hotels and guests by providing high levels of customer service and account management support.
  • I analyzed escalated hotels, the property's complaints, identified root causes of problems, and developed solutions for resolution.
  • Conducted outbound calls for follow-ups or additional information-gathering purposes.
  • Achieved cost-savings by developing functional solutions to problems.

Customer Service Supervisor

WINDSOR PALMS RESORT
Orlando, Florida
02.2013 - 12.2015
  • Trained new customer service representatives on company policies and procedures.
  • Handled residents' and owners' complaints, and expedited maintenance requests.
  • Exercised direct supervision over property staff.
  • Answered calls and responded to inquiries from various parties, using strong active listening and open-ended questioning skills to resolve problems.
  • Oversaw daily operations, maintenance, and administration of various properties.

Education

IT - CompTia A+, CompTia Security

Clark University
Worcester, MA

Business Administration And Management -

Barcelona Activa
Barcelona, Spain

Some College (No Degree) - Hospitality & Tourism Management

Ecole Hotelier Casablanca
Casablanca. Morocco

High School Diploma -

Lycée Mokhtar Soussi
Casablanca, Morocco

Skills

  • Customer Relationship Management
  • Travel Reservations, International Travel
  • Multilingual (English, Spanish, Arabic and French)
  • Microsoft Office ,POS, Extranet,TED, Salesforce
  • Hospitality Management, Account Management
  • Team Training, Team building
  • Issue Escalation, Complaint Handling, Negotiation
  • Technical Support, Troubleshooting

Timeline

Tier 2 Customer Service Representative

CLEARME.COM
07.2023 - Current

Airbnb Property Manager, Self-employed

Airbnb
01.2023 - 06.2023

Senior Customer Service Executive

BOOKING.COM
12.2015 - 12.2022

Customer Service Supervisor

WINDSOR PALMS RESORT
02.2013 - 12.2015

Business Administration And Management -

Barcelona Activa

Some College (No Degree) - Hospitality & Tourism Management

Ecole Hotelier Casablanca

High School Diploma -

Lycée Mokhtar Soussi

IT - CompTia A+, CompTia Security

Clark University

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