Technical Support Customer Service

Botrous Mounir Bilingual Tech Support

*******.******@*******.*** +639********* Philippines

Profile

Tech support specialists fluent in Arabic, English, and French. Experienced in troubleshooting,

resolving technical issues, and providing top-notch customer service.

Professional Experience

Bilingual Service Desk, circlek

08/2024 – present Philippines

•Delivered first-level technical support via phon

and email in both languages (English- French)

•Logged and resolved IT incidents and service

requests using [Tool, e.g., ServiceNow].

•Escalated complex issues and ensured timely

follow-ups within SLA.

•Maintained high customer satisfaction and

updated internal knowledge base.

Bilingual Technical Support, PSI

2021 – present Philippines

•Led juniors in troubleshooting technical issues.

•Dealing with complaints and making solutions.

•Identify and suggest process improvements or

enhancements to technical support operations.

Bilingual Account Opening Analyst, OANDA

2019 – 2021 Philippines

•Review and process complex account opening

applications for high-net-worth individuals.

•Ensure compliance with all relevant regulations,

including Know Your Customer (KYC) and

Customer Due Diligence (CDD) requirements.

•Delivering exceptional client service and building strong relationships with clients in both English, Arabic, and French.

Senior Front Desk Agent,

J5 Rimal Hotel Apartment

2016 – 2019 Dubai, United Arab Emirates

•Provide guidance and support to the front desk

team.

•Train and mentor new front desk agents on

policies, procedures, and customer service

standards.

•Recommend room upgrades or additional

services to enhance guest experiences and

increase revenue.

Supervisor Communication Center,

Savoy Groups

06/2016 – 11/2016 Sharm El-Shiekh, Egypt

•Prepare and present performance reports to hotel

management, highlighting key operational

metrics and areas for improvement.

Awards

Certifcate Of Appreciation, PSI

2023

Star Perrormance Award, PSI

2023

Upselling Extraordinaire, J5 Rimal

2016

Guest Satisfaction, ClubMed

2014

Mission Accomplished, ClubMed

2013

Skills

Leadership Skills

Customer Focus

Attention to details

Problem-Solving

Sales Skills

Destination Knowledge

Organizational Skills

Organizational and Time Management

Languages

Arabic

English

French

Russian

Courses

Technical Support Fundamentals, Google

Introduction To Cybersecurity Tools & Cyber

Attack, IBM

Highly Effective Leadership, LinkedIn

Supervision and management skills, Alison

Diploma in French Language Studies,

University of Texas at Austin

Cyber security: Understand Threats and Prevent

Attacks, Crafty E-learning

•Manage the communication center's budget,

including staffing, training, and technology

expenses.

Bilingual Guest Relation, ClubMed

01/2014 – 12/2014 Bintan Island, Indonesia

•Provide exceptional service to guests, addressing inquiries, requests, and complaints promptly and

professionally in multiple languages. Resolve

issues, implement service recovery strategies,

and enhance the overall guest experience.

•Supervise and mentor the guest relations team,

providing coaching, training, and performance

feedback. Promote a customer-centric culture

and continuous improvement.

•Analyze guest feedback, survey data, and trends

to identify areas for improvement. Prepare

reports and develop action plans with

management.

Receptionist, ClubMed

01/2013 – 12/2013 Taba, Egypt

•Offers exceptional customer service to guests,

including check-in and check-out processes,

handling inquiries, and ensuring personalized

attention.

•Serving as a point of contact between guests and

other hotel departments, conveying information,

and addressing guest requests or concerns

promptly.

•Promoting additional services or amenities to

enhance the guest experience and contribute to

increased revenue.

Education

Arts And Language, Helwan University

2004 – 2009 Egypt

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