Amal Sawalmeh

باحثة / مساعدة دراسات - أبسوس للدراسات (سنة)

إجراء مقابلات هاتفية مع المشاركين لجمع البيانات بدقة، تسجيل الإجابات وتحليلها وفق منهجيات البحث المعتمدة، دعم فرق المشاريع في تنظيم وإدارة الاستبيانات، والمساهمة في إعداد تقارير دقيقة تساعد في اتخاذ القرارات المبنية على البيانات.

• Managed 120+ daily inbound and outbound calls and digital communications in a fast-paced
environment.
• Consistently met or exceeded assigned productivity and communication targets.
• Maintained 10/10 customer satisfaction rating through clear, transparent, and professional
communication.
• Handled complaint resolution and escalated complex cases according to internal procedures and
SLA standards.
• Ensured strict SLA adherence and quality compliance.
• Accurately documented interactions using Excel, Google Sheets, and internal systems.
• Demonstrated flexibility by extending working hours during peak workload periods.
• Continuously improved performance based on quality evaluations and supervisor feedback.

• Responded to international customer inquiries via social media and messaging platforms.
• Maintained response-time standards and ensured positive client engagement.
• Provided accurate service explanations and resolved customer concerns professionally.
• Quickly adapted to digital communication platforms and CRM tools.

• Assisted in patient support within high-pressure environments.
• Demonstrated calm communication, empathy, and strong problem-solving skills.
• Maintained documentation accuracy and followed procedural standards.