Ahmad Alzawahereh

Planned and implemented comprehensive CRM strategies promo ng customer retention and loyalty.
 Designed CRM pla orm structure and architecture ensuring implementa on and collabora on
across the organiza on.
 Collected and analyzed key points in customer’s life cycle, to map customer journey and iden fy
touch points to maximize commercial opportuni es.
 Led direct communica on with customers through CRM.
 Monitored and maximized customer lifeme value strategies achieving increase profit, Ensured the
database is segmented effec vely for targeted marke ng ac vi es.
 Oversaw the migra on of all direct communica ons to lower-cost mediums such as SMS and email,
which opmized efficiency and reduced costs.
 Developed tes ng strategies for all aspects of the CRM to ensure the most effec ve approach for the
company and its products, Demonstrated the ideal background of a CRM Manager.
 Extensive experience in direct and digital marke ng ideally in a similar industry, Presented strong
background in customer acquisi on, re-engagement, and reten on strategies.

Directed and led a team of 10 team leaders and 100 engineers, into executing daily
operations in VPN and Security.
Established and monitored KPIs and quality controls.
Set and implemented operational direction that enables growth, simplifies processes while
actualizing the realization of the future state reference architecture.
Participated in workshops with functional and technical teams to analyze gaps and resolve
future state system processes and architecture.
Planned and executed strategic opera ons goals while ensuring compliance of the
department with procedures and standards.
Planned and implemented recruitment and training programs upon requirements.
Identified opportunities to increase the quality of customer service by motivating the team
to provide remarkable best practice services, using the incentive training and coaching
program, one-to-one discussion and motivation-based appraisals.

Directed daily operations of the center leading all effective resources.
Planned and implemented call center strategies to achieve business goals.
Addressed and solved escalated issues providing exceptional customer service.
Conducted needs assessments, performance reviews, and cost/benefit analysis.
Set and met performance targets for speed, efficiency, sales, and quality.
Ensured all relevant communications, records, and data are updated and recorded.
Advised clients on products and services available, liaised with supervisors, team leaders, operatives,
and third par es to gather information and resolve issues.
Identified areas of improvement in matters of recruiting and training staff.
Organized staffing, including duties, shifts patterns and the number of staff required to meet
demand.

➢ 6 Oct 2012 up to 9 April 2014: Quality Assurance Manager; MarkaVIP, Amman, Jordan.

Main Responsibilities:
• Determining, negotiating and agreeing in-house quality procedures, standards and/or specifications.
• Assessing customer requirements and ensuring that these are met.
• Setting customer service standards.
• Recording, analyzing and distributing statistical information
• Writing management/technical reports and customers' charters and determining training needs
• monitoring performance

➢ 1 Nov 2011 up to 30 Sep 2012: Quality Assurance Officer/ Call Center; Royal Jordanian Airlines, Amman, Jordan.

Main Responsibilities:
• Monitoring a large sample of calls to ensure quality for individuals and the group as a whole.
• Developing a quality program to include the work the associates do on their computers as well as on the phone.
• Ensure that all Call center employees are accurate with their after-call work in order to avoid a repeat call with an angry customer.
• Instituting specific performance goals for the employees and hold them accountable for reaching those goals.
• Checking that the quality associates are scoring employees the same way.
• Arranging training for the call center employees with the managers.

➢ 1 Jun, 2009 up to 31 Oct 2011: Scheduling Supervisor/ Call Center Acting Manager, Royal Jordanian Airlines, Amman, Jordan.

Main Responsibilities: • Performing Supervision for performance indicator.
• Issuing updated to improve and develop the service quality.
• Issuing methodology to insure passenger's privacy.
• Developing shift schedules and daily work.
• Delivering service quality to the highest level.
• Supervising and managing the flow of work.
• Insuring the highest level of confidentiality and privacy of the customer.

➢ 1 Jun 2006 up to 31 May 2009: Call Center Agent / Sales, Royal Jordanian Airlines, Amman, Jordan.

Main Responsibilities:
• Delivering service quality to the highest level.
• RJ "One World" helpdesk (Phone)
• E-Booking helpdesk (e-mail/ phone)
• Service incoming reservation calls and emails from direct customers, Agents & RJ Agent offices worldwide for all RJ services servicing worldwide.
• Supervising and managing the flow of work.
• Insuring the highest level of confidantiality and privacy of the customer.
• Taking the customer compalins and comments in to concederation and make it a key for a better serciece.
• Maintain all operational aspects, which include no show actions, complaint handling, supplier communication, pre departure issues. In order to provide a seamless RJ booking service for valued Guests.