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Fares Hamam, Customer Experience Specialist — F&B Division

Fares Hamam

Customer Experience Specialist — F&B Division·Raya Contact Center

Egypt

Bachelor's degree, Tourism & Hotels Management

Work experience

Total years of experience: 3 years, 5 months

Customer Experience Specialist — F&B Division

January 2023 - Present

Raya Contact Center

Hurghada, Egypt

January 2023 - Present

• Managed end-to-end customer experience for Al Homaizi Groups F&B portfolio in Kuwait, supporting 7 international
brands: Pizza Hut, Burger King, Taco Bell, Subway, Applebees, Kababji, and IHOP.
• Resolved high-volume complaints and multi-brand escalations while maintaining strict adherence to international brand
standards and quality KPIs.
• Coordinated with restaurant operations to optimize order accuracy, delivery logistics, and guest satisfaction metrics.
• Managed CRM software and Microsoft Excel for data logging, performance tracking, and operational reporting.
• Applied upselling and consultative communication to drive customer retention and brand loyalty across all service
platforms.
• Maintained consistent service excellence under peak-demand conditions in a demanding GCC multi-brand environment.
Company industry:
Call Centers & Customer Care Outsourcing

Education

Mansoura University

January 2013

January 2013

Bachelor's degree, Tourism & Hotels Management

Egypt

Skills

BRANDING
Intermediate
BRANDING
Intermediate
COMPLEX PROBLEM SOLVING
Intermediate
COMPLEX PROBLEM SOLVING
Intermediate
CUSTOMER EXPERIENCE STRATEGY CX
Intermediate
CUSTOMER EXPERIENCE STRATEGY CX
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
HOSPITALITY
Intermediate
HOSPITALITY
Intermediate
HOSPITALITY INDUSTRY
Intermediate
HOSPITALITY INDUSTRY
Intermediate
HOSPITALITY MANAGEMENT
Intermediate
HOSPITALITY MANAGEMENT
Intermediate
KEY PERFORMANCE INDICATORS KPIS
Intermediate
KEY PERFORMANCE INDICATORS KPIS
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
TOURISM
Intermediate
TOURISM
Intermediate

Languages

English
Expert