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Malak Hazem, Sales & Customer Relationship Officer

Malak Hazem

Sales & Customer Relationship Officer·Uminah Telecom,

Saudi Arabia

Bachelor's degree, Computer Information Systems

Work experience

Total years of experience: 4 years, 5 months

Sales & Customer Relationship Officer

January 2022 - May 2025

Uminah Telecom,

Amman, Jordan

January 2022 - May 2025

• Managed customer relationships to enhance retention and maximize lifetime value.
• Identified upselling and cross-selling opportunities to support revenue growth.
• Leveraged customer data and segmentation to support targeted marketing initiatives.
• Contributed to CRM optimization to improve customer tracking and personalized engagement.
• Collaborated with cross-functional teams to align sales, service, and marketing efforts.
• Delivered presentations and training sessions on customer engagement and product knowledge.
• Supported branch operations and ensured service continuity during management absence.
Company industry:
Telecommunications
Job role:
Sales

Customer Service Representative & Assistant Branch Manager

January 2021 - January 2025

Uminah Telecom,

Amman, Jordan

January 2021 - January 2025

• Provided exceptional customer service, ensuring alignment with branding and communication standards to enhance customer satisfaction.
• Conducted in-depth analysis of customer feedback, driving product enhancements and shaping targeted marketing strategies.
• Collaborated in the creation of engaging customer-facing content and promotional materials that resonate with the audience.
• Recommended strategic improvements to the CRM system, optimizing data flow and fostering personalized customer engagement.
• Presented internally on service quality, product expertise, and effective communication techniques, contributing to team knowledge and performance.
• Oversaw daily operations, ensuring efficient service delivery and fostering strong client relationships.
Company industry:
Telecommunications
Job role:
Administration

Customer Service Representative

February 2021 - December 2021

Uminah Telecom,

Amman, Jordan

February 2021 - December 2021

• Delivered high-quality customer service in line with company standards and brand guidelines.
• Handled customer inquiries and complaints efficiently, ensuring high satisfaction levels.
• Collected and analyzed customer feedback to identify service improvement opportunities.
• Maintained accurate customer data within CRM systems to support service delivery.
• Supported internal teams with insights to enhance customer experience and engagement.
Company industry:
Telecommunications
Job role:
Customer Service and Call Center

Education

The University of Jordan

January 2020

January 2020

Bachelor's degree, Computer Information Systems

Jordan

GPA (point): 3 out of 4

GPA (point): 3 out of 4

Computer Information Systems (CIS) – University of Jordan A 4-year ABET-accredited program taught in English that combines computing with business problem-solving. 📌 Learning Study: Programming & software development Database design & management Networking & cybersecurity Systems analysis & design Business applications & IT governance 📌 Graduate Snapshot: Skilled in designing and managing IT systems that support organizational goals Able to analyze problems and develop technology-driven solutions Equipped with teamwork, leadership, and communication skills Prepared for careers in IT, business technology, and digital transformation

Skills

Management
Expert
Management
Expert
Customer Experience
Expert
Customer Experience
Expert
Customer Experience Improvement
Expert
Customer Experience Improvement
Expert
Business
Expert
Business
Expert
Customer Satisfaction
Expert
Customer Satisfaction
Expert
Customer Success & Relationship Management
Expert
Customer Success & Relationship Management
Expert
Customer Onboarding & Retention
Intermediate
Customer Onboarding & Retention
Intermediate
Complaint Handling & Problem Resolution.
Intermediate
Complaint Handling & Problem Resolution.
Intermediate
Internal Training & Team Support
Intermediate
Internal Training & Team Support
Intermediate
Quality Assurance & Service Excellence.
Intermediate
Quality Assurance & Service Excellence.
Intermediate
Social Media Basics for Customer Engagement.
Intermediate
Social Media Basics for Customer Engagement.
Intermediate
Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
Intermediate
Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
Intermediate
Public Speaking & Presentation Delivery.
Intermediate
Public Speaking & Presentation Delivery.
Intermediate
Data Entry
Intermediate
Data Entry
Intermediate
CRM Tools
Intermediate
CRM Tools
Intermediate
Customer Segmentation & Retention Strategy
Intermediate
Customer Segmentation & Retention Strategy
Intermediate
Project Management
Beginner
Project Management
Beginner
Public Relations
Intermediate
Public Relations
Intermediate
Administration
Intermediate
Administration
Intermediate
Leadership
Intermediate
Leadership
Intermediate
Management
Intermediate
Management
Intermediate
Marketing Strategy
Beginner
Marketing Strategy
Beginner
Team Management
Expert
Team Management
Expert
Customer Care
Expert
Customer Care
Expert
Microsoft Excel
Expert
Microsoft Excel
Expert
Marketing
Expert
Marketing
Expert
Sales
Intermediate
Sales
Intermediate
Customer Service
Expert
Customer Service
Expert
Negotiation
Intermediate
Negotiation
Intermediate
Business Development
Intermediate
Business Development
Intermediate
Digital Marketing
Beginner
Digital Marketing
Beginner
Microsoft Office
Expert
Microsoft Office
Expert
Call Center
Intermediate
Call Center
Intermediate
CREATIVITY
Intermediate
CREATIVITY
Intermediate
CROSS SELLING
Intermediate
CROSS SELLING
Intermediate
CUSTOMER EXPERIENCE STRATEGY CX
Intermediate
CUSTOMER EXPERIENCE STRATEGY CX
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RETENTION
Intermediate
CUSTOMER RETENTION
Intermediate
RELATIONSHIP MANAGEMENT
Intermediate
RELATIONSHIP MANAGEMENT
Intermediate
TELECOMMUNICATIONS
Intermediate
TELECOMMUNICATIONS
Intermediate

Languages

Arabic
Native Speaker
English
Intermediate

Training and Certifications

Certifications
Ideal Employee Program
Customer Satisfaction & Complaint Handling
Business Networking
Customer Service Foundations
Key Account Management
Customer Experience: Planning & Execution
How to Be an Ideal Employee
Jan 2023
Customer Satisfaction & Complaint Handling
Jan 2024
Develop Business Networking
Aug 2025
Customer Service - Foundational Skills
Aug 2025
Customer Service - Customer Experience, Planning and Execution
Aug 2025
Customer Service - Key Account Management
Aug 2025

Hobbies

  • Learning New Technologies