Multilingual Training & Customer Service Leader

Contact

******.**********@*****.***

www.linkedin.com/in/mariam-

hashem-910921340 (LinkedIn)

Top Skills

Customer Service Representatives

Call Center Development

Business Process Outsourcing

(BPO)

Mariam Hashem

--

Houston, Texas, United States

Experience

CyraCom Language Solutions

Arabic Interpreter

August 2025 - Present (4 months)

Total Wireless - Verizon

Retail Salesperson

January 2025 - February 2025 (2 months)

Sunrise

Senior Corporate Trainer

December 2023 - November 2024 (1 year)

As an Operations Trainer, I supported the launch of this new project in Egypt, overseeing the entirety of recruitment, training new hires in email writing, chat support, customer service, technical support, troubleshooting, and sales tactics. I customized and enhanced training materials to boost productivity and collaborated closely with the client to ensure team success. Webhelp

Operations Trainer

September 2022 - November 2024 (2 years 3 months)

As an Operations Trainer at Emma, a German retail sleep company, I delivered technical, soft skills, and email writing training to new hires. I provided technical information, assessed their email writing and soft skills, and followed up post-hiring to ensure they applied their training effectively. I also provided constructive feedback and monitored the quality of their emails to maintain high communication standards.

English Language Instructor

January 2018 - December 2023 (6 years)

AT&T

Broadband Technician

August 2022 - September 2022 (2 months)

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On Track Academy

Department Supervisor

April 2020 - July 2020 (4 months)

Assisting in developing the appropriate materials for a variety of students with different English Language Proficiency levels. Writing and editing social media posts for the official Facebook page. Writing scripts for the Facebook page as well as videos to be posted on different Social Media Platforms. Interviewing and assessing (Face to face and over the phone) full time and part time instructors applying to work with us.

Elements Financial Technologies

Application Support Engineer

October 2018 - March 2019 (6 months)

Serve as the first point of contact for customers seeking technical assistance over the phone or email • Perform remote troubleshooting through diagnostic techniques and relevant questions • Determine the best solution based on the issue and details provided by customers • Walk the customer through the problem-solving process • Direct unresolved issues to the next level of support personnel • Provide accurate information on IT products or services • Record events and problems and their resolution in logs • Follow-up and update customer status and information • Pass on any feedback or suggestions by customers to the appropriate internal team • Identify and suggest possible improvements on procedures

Teleperformance Egypt

3 years 9 months

Medical Interpreter

December 2016 - September 2017 (10 months)

As a Medical interpreter I provide language services to non-English-speaking patients to help them communicate with doctors, nurses and other medical staff such as physical therapists, psychiatrists, and surgeons. My job as an interpreter also means I offer my interpreting skills to other customer services providers such as, but not limited to, bank accountants, officers, service providers, social workers, 911 Emergency, government officials, Social Services, Disaster Relief, Employers, Homeland Security, K-12 Schools, Public Health and Social Services. Part of my job also is to act as a facilitator and a cultural ice breaker between the non-English speaker which the customer and the client.

Language Teacher

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February 2015 - December 2016 (1 year 11 months)

As a Language and Soft Skills Trainer, I participated in recruitment, trained new hires on soft skills, improved their English language proficiency levels

(e.g., from B1 to B2 or B2 to C2), and developed training materials and exercises. I also assessed existing employees for proficiency, supported their soft skills training, demos, role plays, and assisted with promotion assessments.

Email Administrator

January 2014 - February 2015 (1 year 2 months)

Samsung UK Support

Technical Support Advisor

February 2012 - January 2014 (2 years)

As a Customer Service and Technical Support Advisor at Samsung UK, I provided comprehensive support across a range of products, including mobile technology, home appliances, audio-visual devices, and print solutions. I handled various customer inquiries, from general product information to troubleshooting complex technical issues. Key responsibilities: Offered technical support for mobile devices, home appliances, audio-visual systems, and printers, addressing hardware, software, and connectivity issues. Assisted customers in resolving issues with apps, device connections, and system configurations. Managed customer interactions via multiple communication channels, including phone, email, and chat. Ensured a high level of customer satisfaction.

Xceed

Customer Service Representative

May 2009 - August 2009 (4 months)

Xceed

Human Resources Assistant

May 2008 - August 2008 (4 months)

Education

Cairo University

Bachelor of Arts, English Language and Literature, General · (2008 - 2011) Dar

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I.G.C.S.E., ENGLISH LANGUAGE AND LITERATURE/

LETTERS · (2004 - 2007)

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