Bilingual Customer Support Specialist (7+ Years)

Abdallah Hassan N Khairy

Pasig, Philippines +63-920******* *****.********@*****.*** linkedin.com/in/abdallah-khairy-84a876159 PROFESSIONAL SUMMARY

Customer-focused bilingual professional with 7+ years of experience in customer care, quality assurance, and reservations across international hospitality and BPO environments. Fluent in English and Arabic (C2), with a strong track record of delivering personalized service, resolving complex customer issues, and consistently meeting or exceeding CSAT and AHT targets. Skilled in CRM platforms (Zendesk, Salesforce), cross-cultural communication, and adapting to diverse customer needs. Brings a collaborative, quality-driven approach to every interaction.

PROFESSIONAL EXPERIENCE

Bilingual Customer Care Representative — IHG (InterContinental Hotels Group) Mar 2015 – Nov 2019 Manila, Philippines

• Handled inbound customer contacts in English and Arabic via phone, email, and chat, delivering efficient and empathetic service for hotel reservations across North American and Gulf region brands.

• Consistently met CSAT and AHT targets by managing interactions with accuracy and a customer-first mindset.

• Built customer loyalty through personalized service, resolving complaints and escalations with professionalism.

• Utilized CRM platforms (Zendesk / Salesforce) to log interactions, track cases, and maintain accurate customer records.

• Participated in Customer Care improvement projects, contributing frontline insights to process enhancement discussions.

Bilingual Quality Analyst — IHG (InterContinental Hotels Group) Nov 2019 – Nov 2021 Manila, Philippines

• Monitored and evaluated bilingual (English/Arabic) customer care interactions for quality, accuracy, and compliance.

• Delivered constructive coaching and feedback to agents, contributing to improved first-call resolution and CSAT scores.

• Led monthly calibration sessions to ensure consistent evaluation standards across the quality team.

• Developed quality improvement plans that directly addressed recurring customer pain points.

• Collaborated with Operations and Team Leaders on change management and workflow enhancements. Reservations Sales Specialist – North American Brands — IHG (InterContinental Hotels Group) Sep 2014 – Mar 2015 Manila, Philippines

• Handled inbound reservation calls, balancing sales targets with service quality to maximize booking conversions.

• Customized information to match individual caller needs, adapting communication style across diverse customer profiles.

• Efficiently navigated multiple CRM and booking systems while capturing accurate data in real time. Software Engineering Analyst (Arabic LLM Annotation) — Accenture Nov 2022 – Mar 2024 Manila, Philippines

• Leveraged bilingual expertise (English/Arabic) in a technical support and annotation capacity for AI language models.

• Communicated quality findings clearly to cross-functional stakeholders, mirroring the feedback skills required in customer-facing QA roles.

Self-Directed Upskilling / Career Development — Independent Mar 2024 – Present Manila, Philippines

• Completed SQL beginner training focused on data querying and validation.

• Actively studying customer experience frameworks and digital CRM tools to complement hands-on expertise. CORE SKILLS & COMPETENCIES

Customer Service: Bilingual support (EN/AR), complaint resolution, CSAT & AHT management, CRM

(Zendesk, Salesforce), email & chat handling

Languages: English (C2) Arabic (C2) Tagalog (B1) Quality & Compliance: Interaction monitoring, calibration, coaching & feedback delivery, process compliance Tools & Platforms: Verint, MS Office Suite, Excel, SQL (beginner) CERTIFICATIONS & TRAINING

• Security Advocate — Gold Level (Accenture)

• Technology Quotient Training — 10/11 modules completed (Accenture)

• Ethics & Compliance Training — All COBE Courses (Accenture)

• Data Privacy Training (Accenture)

• SQL for Beginners — Data querying and validation (Independent, 2024–Present) EDUCATION

Bachelor of Science in Hotel, Restaurant and Institutional Management De La Salle – College of Saint Benilde June 2014

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