BASEM ADEL MAHMOUD ABDELSALAM

• Direct and oversee all daily branch operations, managing a cross-functional team of 8 professionals including a
Quality Assurance Manager, Accountant, and Customer Service/Booking Agents serving the high-value Saudi
market.
• Supervise the processing of comprehensive tourist visa services and bookings for major global destinations,
including the Schengen Area, United Kingdom, and the United States.
• Manage all branch financial administrative tasks, including generating precise sales invoices, processing payroll,
and calculating monthly employee commission structures.
• Generate comprehensive monthly operational and financial performance reports for regional headquarters,
providing insights into branch efficiency and service levels.
• Ensure uninterrupted business continuity by actively troubleshooting and resolving software, database, and
operational system issues.
• Maintain peak operational standards and customer retention by intervening to resolve complex escalations,
ensuring seamless client service delivery.

• Promoted from Senior Translator to Translation Department Manager to lead visa document verification and
official translation workflows supporting travel and study abroad services.
• Managed a dedicated team of translators, prioritizing tasks, ensuring strict adherence to global embassy
guidelines, and executing rigorous quality control to achieve zero document rejection rates.
• Streamlined standard operating procedures (SOPs) for the translation department, reducing processing
turnaround times by optimizing team handovers.
• Liaised between clients and processing teams to explain legal document requirements for visas, ensuring clear
cross-departmental communication.

• Delivered high-tier technical support and customer care exclusively to corporate and retail clients based in the
United Kingdom, communicating entirely in English.
• Diagnosed, troubles handled, and resolved complex broadband and internet connectivity issues under strict
performance KPIs (AHT, FCR, CSAT).
• Developed advanced professional conflict resolution, active listening, and international relationship management
skills within a high-pressure corporate environment.

• Delivered high-tier technical support and customer care exclusively to corporate and retail clients based in the
United States of America, communicating entirely in English.
• Diagnosed, troubles handled, and resolved customers’ insurance issues under strict performance KPIs (AHT,
FCR, CSAT).
Developed advanced professional conflict resolution, active listening, and international relationship management
skills within a high-pressure corporate environment.