Fares Hamam

• Managed 50-80 daily customer interactions across 7 international F&B brands simultaneously within a single shift
— handling new orders, delivery follow-ups, complaints, birthday reservations, and general inquiries — while
maintaining full GCC brand compliance standards.
• Achieved a 96.87% CSAT score through consistent service excellence, active listening, and swift issue resolution
across a diverse multi-brand customer base.
• Maintained a 95%+ First Call Resolution (FCR) rate across all inquiry types, with refunds as the sole exception due
to a standard 3-business-day processing cycle.
• Delivered bilingual customer service in English (primary multi-brand queue) and Arabic (premium brands:
Applebees and IHOP), ensuring brand-aligned tone and communication standards across all customer touchpoints.
• Sustained peak-period performance during Ramadan and national holidays, managing significant surges in call
volume while preserving quality KPIs and service standards without degradation.
• Coordinated with restaurant operations teams to resolve order accuracy issues, optimize delivery logistics, and
continuously improve guest satisfaction metrics across all 7 brands.
• Managed CRM software and Microsoft Excel for performance tracking, data logging, and operational KPI reporting to
support management decision-making.