Experience

CGE Jordan Institute for Arabic Studies
• Jordan
• Consumer Services
• 1 - 100 Employee
• Web Developer

  • Nov 2022 - Present


CsMena

• Jordan
• Outsourcing and Offshoring Consulting
• 200 - 300 Employee

• Quality Assurance Officer

  • Jul 2021 - Jun 2022

  - Helped managing a fully handover from insource to CsMena. - Created training materials, knowledge base, before login practice and certification process. - Handled about 18 LOBs of three live streaming platforms & a video calling\ messaging app, and helped training more than 200 employees. - Handled all of the quality department tasks a daily basis, including: evaluating, coaching, calibration meetings with the client, daily updates and sessions. - Followed up with the agents closely and gave them support, daily. - Fully proficient [Posts, pictures, comments, chat, live & voice rooms, tagging, user report, Ads mentoring] moderation monitoring. Show less



Fordeal

• China
• Technology, Information and Internet
• 100 - 200 Employee

• Resolution Center Specialist

  • Jun 2020 - Jul 2021

  As a member of the Aftersales\ Audit team, my duties were to balance between the website policies and the customer needs, resolving their problem, negotiating them, and refunding them basing on the issues in the items, providing the best solutions to avoid escalating the complaints with the MCI. I also learned how to deal with fraud customers politely and providing solutions for their complaints. As a member of the Aftersales\ Audit team, my duties were to balance between the website policies and the customer needs, resolving their problem, negotiating them, and refunding them basing on the issues in the items, providing the best solutions to avoid escalating the complaints with the MCI. I also learned how to deal with fraud customers politely and providing solutions for their complaints.



Extensya

• Jordan
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Social Media Advisor

  • Oct 2018 - Jun 2020

  Jollychic.com • Live Chat Representative I learned how to meet customer's needs, and understood their inquiries by responding politely and helping them with the needed knowledge (Pre-sale and products info, logistics and shipping, after-sale services). By replying to their inquiries and complaints via live chat, calls, tickets, and emails. Working great with Word, Excel, PowerPoint, Outlook. •Quality Officer and Trainer (Backup, 6 months) I helped the new employees to gain the needed knowledge and skills in the e-commerce field in general, and Jollychic knowledge and systems. Wrote their hiring certification and certified them. I gave the agents daily shifts briefs, updates. Evaluated their calls and chat tickets & I coached them. I also Handled the quality department's daily and monthly tasks and reports. • Call Center Floor Support I learned how to work with the team by leading them to achieve and to improve their performance to meet business needs. Allowing them to work in a comfortable environment. I also handled manager's meetings and handled their daily/weekly assigned tasks and replying to their emails and filling the business needs. noon.com •Social Media Advisor I handled customer inquiries and complaints on Twitter, Instagram, and Facebook (Verified accounts) via tweets, and Dm. I work great with Sparkcentral & Zendesk; filling requests, queries, and complaints. Show less