Dyaa Khazaleh
Head of Customer Specialists at Maqsam- Claim this Profile
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German Professional working proficiency
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English Full professional proficiency
Topline Score
Bio
Zeid Husban
Dyaa has worked with us for a short while but left a huge impact after he left, he managed to grasp everything in a very short period and most importantly his team respected him and admired his work. He is an example of hard work and determination and I wish Dyaa best of luck in all his future Endeavours and I highly recommend Dyaa as he is an asset to any team.
Mazen Hamdan
Fast achiever is the phrase that comes to mind when I think about Dyaa'. I was impressed with Dyaa’s ability to form a kickass team and handle the technical support at POSRocket. And, of course, his problem solving skills are extraordinary. Dyaa' would be a true asset for any position.
Zeid Husban
Dyaa has worked with us for a short while but left a huge impact after he left, he managed to grasp everything in a very short period and most importantly his team respected him and admired his work. He is an example of hard work and determination and I wish Dyaa best of luck in all his future Endeavours and I highly recommend Dyaa as he is an asset to any team.
Mazen Hamdan
Fast achiever is the phrase that comes to mind when I think about Dyaa'. I was impressed with Dyaa’s ability to form a kickass team and handle the technical support at POSRocket. And, of course, his problem solving skills are extraordinary. Dyaa' would be a true asset for any position.
Zeid Husban
Dyaa has worked with us for a short while but left a huge impact after he left, he managed to grasp everything in a very short period and most importantly his team respected him and admired his work. He is an example of hard work and determination and I wish Dyaa best of luck in all his future Endeavours and I highly recommend Dyaa as he is an asset to any team.
Mazen Hamdan
Fast achiever is the phrase that comes to mind when I think about Dyaa'. I was impressed with Dyaa’s ability to form a kickass team and handle the technical support at POSRocket. And, of course, his problem solving skills are extraordinary. Dyaa' would be a true asset for any position.
Zeid Husban
Dyaa has worked with us for a short while but left a huge impact after he left, he managed to grasp everything in a very short period and most importantly his team respected him and admired his work. He is an example of hard work and determination and I wish Dyaa best of luck in all his future Endeavours and I highly recommend Dyaa as he is an asset to any team.
Mazen Hamdan
Fast achiever is the phrase that comes to mind when I think about Dyaa'. I was impressed with Dyaa’s ability to form a kickass team and handle the technical support at POSRocket. And, of course, his problem solving skills are extraordinary. Dyaa' would be a true asset for any position.
Credentials
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Business Analysis
Mastery for Business and Training DevelopmentMay, 2017- Sep, 2024 -
Effective Business Writing Skills
Mastery for Business and Training DevelopmentFeb, 2017- Sep, 2024 -
Advanced Excel
Mastery for Business and Training DevelopmentJan, 2017- Sep, 2024
Experience
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Maqsam
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1 - 100 Employee
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Head of Customer Specialists
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Dec 2022 - Present
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Foodics
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Saudi Arabia
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IT Services and IT Consulting
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500 - 600 Employee
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Customer Operations Manager
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Jan 2022 - Dec 2022
POSRocket Aquision POSRocket Aquision
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POSRocket
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Jordan
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Software Development
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1 - 100 Employee
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Customer Support Manager
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Oct 2018 - Jan 2022
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Operations Supervisor
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Feb 2018 - Oct 2018
- Leading Customer Success, Call Center and Technical Support Teams.- Initiating Performance Evaluation forms.- Looking for new tools that helps in developing the operations performance.- Monitoring the teams performance according to the OKRs and KPIs.- Scheduling teams to cover the business peak hours.
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Crystel.co
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Jordan
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Contact Center Operations Supervisor
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Nov 2013 - Jan 2018
- Manage teams working on different projects.- Be available to affect the entirety of the team's operations.- Monitor queue and track inbound and Outbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.- Perform evaluation for team leaders repetitively to monitor performance.- Keep track of attendance, daily statistics, paid time off, sick time, etc.- Interview and hire staff. Assess needs/plan ahead.- Generate reports and analyse data to keep track of the needed and set plan to meet our targets.- Set and attend monthly meetings with other departments to review call centre operations and ensure work progress.- Monitoring phone evaluations- Monitoring individual standards- Keep the client's of the projects satisfied.
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MarkaVIP
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Retail
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200 - 300 Employee
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Customer Service Team Leader
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Jan 2013 - Nov 2013
- Assign tasks and targets to the inbound, outbound, Emails and Chat Call Center Agents.- Resolve escalated customer issues.- Suggest innovative ways to improve work processes and technology.- Maintain confidentiality and address personnel issues sensitively, appropriately in accordance with the established procedures and as per well documented plan.- Monitor the breaks, log in / logout schedules of staff along with occupancy status.- Work towards reduction of repeat calls. - Ensure correct work related information is circulated through checked task to the team at all times in order to avoid friction, miscommunication and employee dissatisfaction.- Analyze the volume of calls, answered as well as abandoned calls on daily basis to ensure defined Service Levels are achieved.- Generate reports and Create documents needed for management review.
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Operations Team Leader
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Jan 2012 - Dec 2012
- Suggest innovative ways to improve work processes- Maintain confidentiality and address personnel issues sensitively, appropriately in accordance with the established procedures and as per well documented plan.- Monitor and evaluate the performance of the Call Center Agents and provide them with the feedback.- Resolve escalated customer issues that are not being solved by the inbound Call Centre Agents.- Ensure correct work related information is circulated through checked task to the team at all times in order to avoid friction, miscommunication and employee dissatisfaction - Organize, direct, and monitor daily activities of team of customer service agents. - Monitor and review individual and team performance. - Monitor calls to observe individual demeanour, technical accuracy, and conformity to company and client policy and procedure; provide feedback as required - Monitor and analyse productivity of agents; generate reports based on analysis.- Monitor and ensure compliance with attendance, dress code, and all Convergent policies. - Monitor email to ensure all communications are up to date and accurate.- Administer performance improvement plans and disciplinary warnings as needed. - Responds to and works to resolve agent concerns in a timely manner - Prepare reports as needed.
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Operations Customer Service Advisor
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Sep 2011 - Jan 2012
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Education
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2007 - 2011
University of Jordan
Bachelor's Degree, German and English Languages
Community
