Huda Alrefaei
Floor support at Crystel.co- Claim this Profile
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Topline Score
Bio
Credentials
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Excel Advanced
JU Gate Academy and Certification and auditing by the Technical and Vocational Skills Development commissionDec, 2022- Nov, 2024 -
International Training of Trainers
Business Knowledge Information College BKI and CIPT Center for Training.(Certification by the Zarqa Chamber of Commerce and Certification from Attestation Office by the Ministry of Foreign Affairs and Expatriate AffairsJul, 2022- Nov, 2024 -
CCNA
Mesbar Telecom System Training CenterAug, 2014- Nov, 2024 -
A+
Nevada Academy Center / Ministry of EductionNov, 2013- Nov, 2024 -
ICDL
Aqaba Training Center.Apr, 2012- Nov, 2024 -
Customer Service Representative Certification (CSRC)
Aqaba Training Center/USAID and BDC funders.Feb, 2012- Nov, 2024
Experience
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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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Floor support
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Jul 2018 - Present
**In Position service advisor: *In first team: i was member of different teams (Inbound, Emails, Escalation, and Outbound). Also, I joined the "AWB" team which formatted urgently to overcome the sudden created work pressure. In addition, I provided the newly hired staff with a practical orientation related to the Inbound team, also I worked as an Outbound trainer for the newly added agents, and I was contacting with the clients to follow up on work and solving problems when I was in Outbound team. Also I join to escalation team I was responsible about inbound customer calls and emails including verbal and written handling of customer complaints and inquiries, raise them to related department and follow up, also I created user manual for “AWB” team. *In second team: I have been transferred to other programs within the same team in the position of Inbound in order to gain more technical information, new experience and to Sharp my skills, also I made user manual for one of them to assistant the agents how they can use it system. **Worked with multiple teams with different tasks give me more experience to work under pressure and complete the requested duties and responsibilities with standards requirements and within time line. **Now I working in Floor Support (Operation) position, with below Duties & Responsibilities: 1. Monitoring the dashboards to make sure KPIs are being met. 2. Organizes agents breaks schedule. 3. Monitoring agents’ transactions on a daily basis. 4. Conducting refresher sessions for team members. 5. Assisting the team leader or supervisor in managing the team. 6. Assisting the supervisor with preparation of reports etc. 7. Responsible for communicating with customers over the phone, email or chat to answer questions and complaints. 8. Following and Handles Emails. 9. Escalate issues or unresolved queries to supervisor and communicate with other employees and departments. Show less
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Al Alia’a Scientific School
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عمان عمان الأردن
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Teacher
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Oct 2014 - Jun 2016
Teaching computer course for grades 1st – 8th and supervisor computer lab. Teaching computer course for grades 1st – 8th and supervisor computer lab.
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Al-waseet Newspaper
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العقبة العقبة الأردن
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Customer Service Representative
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May 2012 - Jun 2013
The position of customer service in which I was responsible for classified advertisements handling including the preparation of user manual related to advertisements computerizing. The position of customer service in which I was responsible for classified advertisements handling including the preparation of user manual related to advertisements computerizing.
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Education
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2008 - 2012
Al-Balqa' Applied University BAU
bachelor, Computer Science
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