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Desana Qoul, Senior Customer Service Team Leader

Desana Qoul

Senior Customer Service Team Leader·Aramex, Amman

Jordan

Bachelor's degree, Sciences

Work experience

Total years of experience: 7 years, 9 months

Senior Customer Service Team Leader

July 2024 - Present

Aramex, Amman

Amman, Jordan

July 2024 - Present

• Streamlined recruitment processes to attract top talent, ensuring alignment with client requirements.
• Facilitated comprehensive onboarding programs that enhanced employee performance and retention.
• Developed and implemented training initiatives that improved team efficiency and productivity.
• Monitored and reported on key performance indicators (KPIs) to ensure targets were consistently met.
• Fostered a collaborative team environment that encouraged continuous improvement and professional growth.
• Leveraged data-driven insights to refine recruitment and training strategies, optimizing overall team performance.

Company industry:
Shipping

CS Team Leader

January 2021 - June 2024

Aramex,

Amman, Jordan Hybrid

January 2021 - June 2024

Company industry:
Distribution, Supply Chain & Logistics

Quality Assurance & Training Assistance Executive

October 2020 - January 2021

Aramex,

Amman, Jordan Hybrid

October 2020 - January 2021

Company industry:
Distribution, Supply Chain & Logistics

Contact Center Executive

January 2018 - January 2020

Aramex,

Amman, Jordan Hybrid

January 2018 - January 2020

Company industry:
Distribution, Supply Chain & Logistics

Education

University of Jordan

January 2018

January 2018

Bachelor's degree, Sciences

Jordan

Prince Hamzah Bin Al Hussein School

May 2012

May 2012

High school or equivalent, Biological And Life Sciences

Jordan

Skills

COORDINATING
Intermediate
COORDINATING
Intermediate
CREATIVITY
Intermediate
CREATIVITY
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
EMPLOYEE PERFORMANCE MANAGEMENT
Intermediate
EMPLOYEE PERFORMANCE MANAGEMENT
Intermediate
KEY PERFORMANCE INDICATORS KPIS
Intermediate
KEY PERFORMANCE INDICATORS KPIS
Intermediate
MANAGEMENT
Intermediate
MANAGEMENT
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
PROCESS IMPROVEMENT
Intermediate
PROCESS IMPROVEMENT
Intermediate
QUALITY ASSURANCE
Intermediate
QUALITY ASSURANCE
Intermediate
SERVICE LEVEL MANAGEMENT
Intermediate
SERVICE LEVEL MANAGEMENT
Intermediate