Hazem Sami

Customer Support Manager @XBO.com

Bristol, GB
MOBILE NUMBERS
+91 *********19

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WORK HISTORY

Feb 2026 — Present

Customer Support Manager @XBO.com

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Limassol, CY

Contributed to establishing the company’s Customer Support Department by integrating Zendesk software in collaboration with relevant teams- Participated in interviewing and training Customer Support Specialists, building a skilled and efficient support team- Managed team tasks and workflows through Notion, ensuring smooth coordination and timely delivery of objectives- Utilized Claude AI to optimize processes and documentation on Microsoft Loop, improving efficiency and training quality- Provided client support through multiple channels via Zendesk, maintaining high service quality and responsiveness- Developed and continuously updated the internal Support Hub on Microsoft Loop with templates for FAQs, email responses, and chat scripts- Strengthened communication within the support team and across departments using Microsoft Teams, Zendesk, and Telegram- Worked remotely with a multinational team located across different countries and backgrounds, fostering collaboration and cultural inclusivity in daily operations.

EDUCATION

N/A

University of the West of England

MSc international management , International management

2008 — 2013

Jordan University of Science and Technology

Bachelor's degree, Mechanical Engineering/ Thermal Power

SKILLS

Quality ManagementSalesEngineering ManagementMs ProjectLubricantsTurbinesGas TurbinesProcess EngineeringMechanical EngineeringTechnical SupportSoftware DocumentationPetroleumPumpsInstrumentationHydraulicsConstructionProgram ManagementLubricationGasProcurementHvacPower PlantsProcess ControlTrainingWater TreatmentAuditingProject EngineeringSales ManagementContract ManagementEngineeringRenewable EnergyPipingFactoryProject PlanningPlcManufacturingEnergyEnergy EfficiencyAir CompressorsInspection

ABOUT HAZEM SAMI

I am a recent graduate in MSc International management with distinction from UWE Bristol, I have a strong background in project and consultancy management, with experience in project management using MS Project Professional, MS Excel and Jira. I also have a bachelor\'s degree in mechanical engineering. I volunteered with AIESEC in cultural exchange and social care internationally. I am a trilingual who speaks English, Arabic and Turkish. While pursuing my international project management course at UWE University, I developed a comprehensive project plan for a budget-friendly student accommodation project in Bristol. The project covered all six phases, from initial planning to final handover. I defined the scope and deliverables, created a Work Breakdown Structure, and used MS Project to identify the critical path and key milestones. My work also included preparing detailed cost and resource estimates, establishing a clear governance structure, and creating a communication plan to engage stakeholders. A key component of the project was a qualitative risk assessment to identify and mitigate potential risks while considering regulatory and budgetary constraints, ensuring the project\'s financial viability and social impact.Additionally, I completed a consultancy project for I-Phyc, a Bristol-based environmental technology company, focused on increasing business awareness and supporting market development. I conducted in-depth market research on the UK\'s wastewater treatment sector, to identify opportunities and align I-Phyc\'s offerings with industry needs. I analyzed current legislation to position the company as a sustainable alternative to chemical solutions. I also evaluated their digital presence, restructured their website content, and developed a social media strategy to boost brand visibility. Based on my findings, I recommended a phased implementation plan that included launching a pilot project and building strategic partnerships, all complemented by a risk and contingency plan. As a Customer Support Manager in my current job at XBO.com fintech, I managed a team of customer specialists and provided customer and technical assistance and guidance for the platform\'s users. I am passionate about learning new technologies and adapting to changes and new environments. I have acquired skills in HTML and CSS, and I have a keen interest in the crypto field. My goal is to leverage my project and consultancy management skills. I am ambitious, committed, and collaborative, and I strive to develop myself every day.

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