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Abdullah Al Shishani, Implementation & Technical Support Manager

Abdullah Al Shishani

Implementation & Technical Support Manager·Balador

Jordan

Diploma, Information Technology

Work experience

Total years of experience: 16 years, 1 months

Implementation & Technical Support Manager

January 2026 - Present

Balador

Amman, Jordan

January 2026 - Present

Technical Implementation: Lead merchant onboarding, aligning internal
workflows with technical client requirements.
Support & Team Management: Direct day-to-day technical support
operations alongside Telesales and Usher teams.
Process Scaling: Structure internal merchant requirements and
operations to drive delivery and platform efficiency.
Company industry:
IT Services

AI Trainer Expert

September 2025 - Present

Micro1

Amman, Jordan •Remote

September 2025 - Present

Trained and optimized AI models to enhance reasoning and
performance while establishing structured quality benchmarks.
Collaborated with product teams to refine model responses,
streamlining annotation workflows for scalable AI operations.
Company industry:
Business Support Services

Operations Customer Service Manager

February 2025 - September 2025

Wuduh

Amman, Jordan

February 2025 - September 2025

Led a 180+ member operations team, optimizing CRM systems,
onboarding, and forecasting to drive efficiency. Acted as the primary
cross-departmental POC while spearheading continuous training and
performance improvement initiatives.
Company industry:
Financial Services

Customer Success Manager

May 2024 - February 2025

AlawnehPay

Amman, Jordan

May 2024 - February 2025

Department Launch: Established the Customer Success department,
implementing CRM, call center, and chat systems.
Product & UX Input: Supported KYC and UI improvements, translating
customer insights into product enhancements.
Operations & Account Management: Streamlined onboarding, handled
top-tier accounts, and resolved critical daily escalations.
Brand Engagement: Designed and managed social media content
across Instagram, Facebook, and LinkedIn.
Company industry:
Financial Services

Head Of Customer Care

June 2013 - May 2024

OpenSooq

Amman, Jordan

June 2013 - May 2024

Target Management: Diligently oversee daily, weekly, and
monthly Customer Care & Telesales targets.
Product Collaboration: Collaborate with the Product Team to
enhance user experience in new projects.
Quality Assurance Coordination: Coordinate closely with Quality
Assurance, submitting detailed bug reports for swift resolutions.
Feedback Analysis: Analyze customer feedback and channel
insights to relevant teams.
Customer Satisfaction Surveys: Conduct thorough NPS Surveys to
meticulously evaluate and improve customer satisfaction.
Company industry:
Internet & E-commerce

Customer Service Rep

May 2010 - June 2013

Extensya (Du & Saudi Airlines)

Amman, Jordan

May 2010 - June 2013

Answering and creating new bookings for customer from USA office
contact line and working on Amadues booking system.
Answering Customers Inquiries for Billing, Products, and technical
support for BB, Landline and IPTV connections.
Company industry:
Business Process Outsourcing (BPO)

Education

Al-Balqa` Applied University

October 2010

October 2010

Diploma, Information Technology

Jordan

GPA (point): 3.6 out of 5

GPA (point): 3.6 out of 5

Passed "Shamil" Degree with a Score of (60%) Amman, Marka

Al Balqa Applied University

October 2010

October 2010

Higher diploma, Information Technology

Jordan

Skills

Customer Service
Expert
Customer Service
Expert
Customer Analytics
Expert
Customer Analytics
Expert
Customer Feedback
Expert
Customer Feedback
Expert
Ticketing
Expert
Ticketing
Expert
Customer Driven
Expert
Customer Driven
Expert
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
ENVIRONMENTAL CERTIFICATION
Intermediate
ENVIRONMENTAL CERTIFICATION
Intermediate
DATA ANALYSIS
Intermediate
DATA ANALYSIS
Intermediate
QUALITY ASSURANCE
Intermediate
QUALITY ASSURANCE
Intermediate
COMPUTER LITERACY
Intermediate
COMPUTER LITERACY
Intermediate
PROJECT MANAGEMENT
Intermediate
PROJECT MANAGEMENT
Intermediate
COMMUNICATIONS
Intermediate
COMMUNICATIONS
Intermediate
LEADERSHIP
Intermediate
LEADERSHIP
Intermediate
COMPLEX PROBLEM SOLVING
Intermediate
COMPLEX PROBLEM SOLVING
Intermediate
CALL CENTER
Expert
CALL CENTER
Expert
CUSTOMER SATISFACTION
Expert
CUSTOMER SATISFACTION
Expert
CUSTOMER SUPPORT
Expert
CUSTOMER SUPPORT
Expert
LEGAL
Expert
LEGAL
Expert
MANAGEMENT
Expert
MANAGEMENT
Expert
REPORTS
Expert
REPORTS
Expert
SAFETY
Expert
SAFETY
Expert
CONTACT MANAGEMENT
Beginner
CONTACT MANAGEMENT
Beginner
CREDIT
Beginner
CREDIT
Beginner
Customer Service
Expert
Customer Service
Expert
Customer Analytics
Expert
Customer Analytics
Expert
Customer Feedback
Expert
Customer Feedback
Expert
Ticketing
Expert
Ticketing
Expert
Customer Driven
Expert
Customer Driven
Expert
ACCOUNT MANAGEMENT
Intermediate
ACCOUNT MANAGEMENT
Intermediate
ARTIFICIAL INTELLIGENCE
Intermediate
ARTIFICIAL INTELLIGENCE
Intermediate
COMPLIANCE MANAGEMENT
Intermediate
COMPLIANCE MANAGEMENT
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
PROCESS IMPROVEMENT
Intermediate
PROCESS IMPROVEMENT
Intermediate
TEAM LEADERSHIP
Intermediate
TEAM LEADERSHIP
Intermediate
TEAM MANAGEMENT
Intermediate
TEAM MANAGEMENT
Intermediate
TECHNICAL SUPPORT
Intermediate
TECHNICAL SUPPORT
Intermediate

Languages

Arabic

Native Speaker

English

Expert

Training and Certifications

Certifications
N8N Verified Creator
The Complete AI Guide
Certificate in Information Technology Diploma
Comprehensive Exam
N8N Verified Creator
The Complete AI Guide
Skills Masterclass
Management Skills - Team Leadership
Zendesk Support, Explore Certifications
InformationTechnologyCertificate2010
Driving Customer Satisfaction
Certified Consultant

Hobbies and interests

Outdoor Hiking

Going out to the nature and dicover new places in jordan