Experience

EALB Bank Jo
• Jordan
• Retail Office Equipment
• 1 - 100 Employee
• SVP - Head of Retail (Consumer) Banking

  • May 2023 - Present


Jordan Ahli Bank

• Jordan
• Banking
• 700 & Above Employee

• Deputy CCO, AVP-Retention, Growth, business change, Global CC, Campaign management and Digital Bank

  • Dec 2020 - May 2023

• AVP - Global Contact Center and Global Customer Retention

  • Mar 2019 - Dec 2020

  Jordan

• Assistant Vice President - Head of global contact center - retail expert

  • Sep 2018 - Mar 2019

  Amman



Bank-al-Etihad

• Jordan
• Banking
• 700 & Above Employee

• Head of Contact center (Contact center Sr.manager) - Retail expert

  • May 2017 - Sep 2018

  Amman

• Head of Contact center (Contact center manager) - Retail expert

  • Apr 2015 - Apr 2017

  Amman - Jordan • Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients, • Responsible for development and administration of annual department budget to attain business goals with operational stability, • Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development, • Develop, implement… Show more • Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients, • Responsible for development and administration of annual department budget to attain business goals with operational stability, • Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development, • Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance, • Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center, • Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision, • Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction, • Manage and expand client and co-worker relationships, • Find and close new revenue opportunities within the existing client base, • Insure compliance with regulatory agency guidelines and standards. • Formulate the business plan for the call center including costing and activities.

• Customer service , operations and Contact Center Supervisor -assistant manager

  • Feb 2011 - Mar 2015

  Amman-Jordan • Managing and directing the daily activities of call center agents and telephone operators. • Supervising, planning, and managing functions concerned to Call Center environment. • Carrying out supervision, call monitoring, coaching, training, disciplining, and reviewing all agents or operators. • Acting as an information source and answering operator or agents questions, assigning tasks, following up and giving instructions as needed. • Attending, following up and resolving… Show more • Managing and directing the daily activities of call center agents and telephone operators. • Supervising, planning, and managing functions concerned to Call Center environment. • Carrying out supervision, call monitoring, coaching, training, disciplining, and reviewing all agents or operators. • Acting as an information source and answering operator or agents questions, assigning tasks, following up and giving instructions as needed. • Attending, following up and resolving customer complaints and questions. • Ensuring that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job. • Carrying out performance measurement, monitoring, and evaluation of all agents and operators to improve the efficiency. • Compiling and maintaining lists of on-call and key schedules and personnel, and ensuring that the operators can use all lists as required. • Updating databases, organizing activities related to maintenance and repair of equipments, ordering supplies and materials. • Preparing and directing schedules, monitoring attendance of operators, scheduling breaks and shifts as necessary. • Communicating solutions, successes, and opportunities to the Manager of customer service. • Practicing and ensuring compliance with that of all the organization’s policies and procedures. • Interview and make recommendations for open positions in the call center. • Create and analyze management information and reports, which are sent to branch staff and also to the head office .



Extensya Company

• Senior Customer Service

  • Dec 2010 - Jul 2011

  Senior Customer Service



Capital Bank of Jordan

• Banking
• 700 & Above Employee

• Customer Service Representative

  • May 2008 - Oct 2010

  Customer service Representative