Head of Customers Complaints Unit and Internal Staff Training Courses Trainer
Ahli Microfinance Company
Total years of experience :15 years, 7 Months
-Managing the daily customers’ complaints by receiving, recording and analysing and resolving the complaints.
- Preparing the periodic reports to the Complaints Unit at the Central Bank of Jordan.
- Conducting staff development training courses.
Delivering the QA plan, identifying issues requiring improvement and potential themes, and identifying relevant remedial actions required and tracking through to completion.
setting customer service standards, assessing customer requirements and ensuring that these are met, recording, analysing and distributing statistical information, monitoring performance
Collects and analyses data to evaluate existing and potential product/service markets.
Responsible for monitoring and maintaining quality and compliance targets.
Analysing marketing data, and reporting to management and clients
Creating and produce market research reports on specific products and markets.
Making recommendations to our clients based upon research findings. And Processing and analysing raw data into reports for clients.
Responsible for Mystery shopping program.
Doing Final detailed report of all calls results after dragging all data from the system.
Designing effective questionnaires based on activity objectives and market.
Manage social media campaigns and day to day activities, Manage presence in social networking sites,
Brand advocacy, Community outreach, Write editorial content, Create and upload videos, Engage in conversations and answer questions, Create and maintain a social media editorial calendar and posting schedule.
Monitor, plan and develop new business opportunities by analyzing the customer base.
Managing a team of 11 employees.
Fully responsible for ownership of the Undivided Shares (Mushaa Assets).
Collaborating with other heads of departments to establish policies and procedures in dealing with customers.
Supporting the marketing department regarding management of events.
Handled the customers program and complains.
Review and assess customer service contracts
Direct the daily operations of the customer service team. And Review customer complaints
Managing the call center team:
- Maintaining up-to-date knowledge of industry developments and involvement in networks.
- Monitoring random calls to improve quality.
- Handling complex customer complaints and enquiries.
- Forecasting and analyzing data against budget figures on a weekly and/or monthly basis.
Develop and execute advertising programs and external marketing.
Prepare marketing strategy and write action plans to attain specific objectives.
Determines annual and gross-profit plans by forecasting and developing annual sales quotas for regions; projecting expected sales volume and profit for existing and new products; analyzing trends and results; establishing pricing strategies; recommending selling prices; monitoring costs, competition, supply, and demand.
Identifies marketing opportunities by identifying consumer requirements; defining market, competitor's share, and competitor's strengths and weaknesses; forecasting projected business; establishing targeted market share.
Managing and driving marketing teams to achieve and exceed targets
Working closely with sales managers to promote brands and increase value of products
Monitor, plan and develop new business opportunities by analyzing the customer base, identifying and developing specific channels and targeting specific segments through appropriate incentives and account management/ Prepare for events, press conferences and exhibitions.
Academic Advisor: is responsible for providing educational guidance and assistance for students by planning schedules, recommending courses and determining appropriate education solutions for undergrad and graduate students, also follow through and track the advancement of students. Additionally, provide case management to students who do not meet local educational requirements, provide assistance for at-risk students.
Provide accurate and consistent information, clarify program requirements, policies and procedures, assist the student in identifying appropriate institutional resources
Handling all issues related to schedules. Registering students’ courses.
Preparing degree Maps for MBA - MSCS - MSINCS.
Arranging graduation ceremony.
Monitor, manage and carryout all administrative activities in support of the Registration Manager’s objectives.
Undertaking all general duties pertaining to ensure timely completion of administration functions within the guidelines set by the company.
Handle the master's program evaluation for the graduation.
Handling the courses’ schedules for Graduate and undergrad
Solving student's academic problems between NYIT -Amman & NYIT - USA.
Supporting the marketing department in all events and exhibitions.
BACHELOR Of Business Administration - Concentration on Marketing (2006-2008) New York Institute of Technology / Amman, Jordan
