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Feras Al Rayyan, Innovation & Customer Experience Business Consultant

Feras Al Rayyan

Innovation & Customer Experience Business Consultant·Pio-Tech

Jordan

Master's degree, Business Administration and Management, General

Work experience

Total years of experience: 19 years, 0 months

Innovation & Customer Experience Business Consultant

April 2019 - Present

Pio-Tech

Amman, Jordan

April 2019 - Present

Ensure to interpret business strategy and determine banking innovative solutions supporting strategy implementation.
Collaborating with clients to grow partnerships and achieve strategic milestones and goals. Assessing clients’ strengths and weaknesses to define a suitable business model that would improve and assist the bank to preserve a leading position in local, regional, and international markets.
Product Management and utilizing professional background to define new high-tech banking business models and develop value propositions to current products and solutions.
Company industry:
Software Development
Job role:
Information Technology

Products Development and eChannels Manager

December 2017 - March 2019

INVESTBANK

Amman, Jordan

December 2017 - March 2019

Responsible for designing, developing, and enhancing new products and digital channels. Identifying development gaps, and taking necessary plans and actions to fulfill customer requirements and hold a leading position between competitors.

Achievements:
- Successful deployments of 2 payments services that were integrated between MadfooatCom (Jordanian PSP) and our internet banking platform (Direct Debit, Billing Services).
- Activated robust interfaces for obtaining inferences that identify products & channels developments.
- Successfully launched a new liability saving product.
- Successfully launched multiple credit card integrated services by defining APIs requirements.
- Successful management of acquisition and growth campaigns throughout the years (Visa FIFA World Cup, Win Mercedes Benz GLC, Win Your Salary, and many others).
- Led multiple initiatives that served loyalty program enhancement and growth.
Company industry:
Banking
Job role:
Banking

Contact Center Manager

February 2012 - December 2017

INVESTBANK

Amman, Jordan

February 2012 - December 2017

Assigned to manage the call center project (department establishment). Responsible for staff training and coaching, operations management, and identifying development opportunities to bank's divisions by creating a robust front line interface.

Achievements:
- Successfully launched the call center into initial phase in 2013 with 6 agents.
- Led the definition of services and administration requirements for the new internet banking platform.
- Successfully expanded the department in 2015 to support outbound, email, social media management, and quality assurance functionalities with total team members of 19 employees.
- Led the definition of ATM switch services upgrade.
- Provided knowledge catalysts (Talent Graduates) for iterative deployments in various internal functions by transforming the contact center into a knowledge academy.
- Supported sales function with approximately $ 2.5 million outstanding balance bookings in assets & liabilities in 2016.
Company industry:
Banking
Job role:
Customer Service and Call Center

Contact Center Supervisor

February 2010 - February 2012

Arab Bank

Amman, Jordan

February 2010 - February 2012

Efficiently lead the Customer Contact Center’s Team to continuously improve Customer Service & sales generation through consistent delivery of superior customer experience. Support the Contact Center Manager in ensuring adheres to Contact Center Standards set by Global Channels. Key Roles are:
Achievements
- Participation of Contact Center business- Ø Outstanding Evaluation for all years of service development project.
- Creation & development of Contact Center
process submission.
assignment.
Ø Complaint management reporting role
enhancement.
Company industry:
Banking
Job role:
Customer Service and Call Center

Contact Center Operations Officer

July 2008 - February 2010

Arab Bank

Amman, Jordan

July 2008 - February 2010

Assisting the Contact Center Supervisor/ Manager in preparing & accumulation of daily, weekly, monthly and
yearly reports, Ensuring systems functionality, workforce management and work with Channels Development
/ IT teams on implementing related projects.
Dealing with multiple systems that are used for various needs (Reporting, Monitoring, Management, etc).
Company industry:
Banking
Job role:
Customer Service and Call Center

Call Center Inbound Agent

June 2007 - July 2008

Arab Bank

Amman, Jordan

June 2007 - July 2008

.
Our main objectives are providing services for client through the telephone, inquiries answering, making the
cross selling process and tracking suspicious transactions on the bank’s Visa Cards (Fraud Control).
Company industry:
Banking
Job role:
Customer Service and Call Center

Education

University Of The People

May 2023

May 2023

Master's degree, Business Administration and Management, General

United States

Al Balqa Applied University

June 2007

June 2007

Bachelor's degree, Management Information System

Jordan

GPA (point): 2.83 out of 4

GPA (point): 2.83 out of 4

MIS Efficiency Test Certificate (which assesses the position between MIS graduates of all Jordanian universities) Position #61

University of Jordan Model School

April 2003

April 2003

High school or equivalent, Science

Jordan

GPA (percentage): 79.7%

GPA (percentage): 79.7%

Scientific Stream Ministry of Education

Skills

Customer Service
Expert
Customer Service
Expert
Innovation
Expert
Innovation
Expert
Retail Banking
Expert
Retail Banking
Expert
Product Management
Expert
Product Management
Expert
Customer Experience
Expert
Customer Experience
Expert
Excel
Expert
Excel
Expert
Six Sigma
Intermediate
Six Sigma
Intermediate
CRM
Expert
CRM
Expert
CUSTOMER RELATIONS
Expert
CUSTOMER RELATIONS
Expert
CUSTOMER SERVICE
Expert
CUSTOMER SERVICE
Expert
DELIVERY
Expert
DELIVERY
Expert
GENESYS
Expert
GENESYS
Expert
MANAGEMENT REPORTING
Expert
MANAGEMENT REPORTING
Expert
PROCESS ENGINEERING
Expert
PROCESS ENGINEERING
Expert
REPORTS
Expert
REPORTS
Expert
SALES
Expert
SALES
Expert
SIEBEL
Expert
SIEBEL
Expert
Data visualizations
Intermediate
Data visualizations
Intermediate
Process Re-engineering
Expert
Process Re-engineering
Expert
CCNA
Intermediate
CCNA
Intermediate
Credit Cards
Expert
Credit Cards
Expert
Marketing
Intermediate
Marketing
Intermediate
ITIL
Beginner
ITIL
Beginner
Digitization
Expert
Digitization
Expert
Payment Services
Expert
Payment Services
Expert
Business Process Management
Expert
Business Process Management
Expert
Cards Payment Services
Expert
Cards Payment Services
Expert
Data Flow Diagram
Expert
Data Flow Diagram
Expert
Product Management
Intermediate
Product Management
Intermediate
quality assurance
Expert
quality assurance
Expert
digital marketing
Expert
digital marketing
Expert
problem solving
Expert
problem solving
Expert
outbound
Expert
outbound
Expert
Innovation
Expert
Innovation
Expert
Retail Banking
Expert
Retail Banking
Expert
Customer Experience
Expert
Customer Experience
Expert
Customer Service
Expert
Customer Service
Expert

Social profiles

Facebook
Facebook
facebook.com/feras.r

Instagram
Instagram
instagram.com/feras_rayyan/?hl=en

Languages

Arabic
Native Speaker
English
Expert

Training and Certifications

Certifications
Certified Six Sigma Green Belt CSSGB #21511
Aug 2020
Six Sigma Green Belt
May 2020
Show credentials
Six Sigma Yellow Belt
Apr 2020
Show credentials
The Fundamentals of Digital Marketing
Jul 2019
Show credentials
Digital Product Management: Modern Fundamentals
Dec 2019
Show credentials
Training
Customer Experience Management Summit - Dubai UAE
ALLAN LLOYDS
Nov 2014

Hobbies

  • Extreem Sports
  • Swimming
  • Basketball
  • Gym & Cross Fit
  • Reading