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Malik Alomari, Business Process Analyst & Operations Specialist

Malik Alomari

Business Process Analyst & Operations Specialist·Fourth Dimension Technology

Jordan

Bachelor's degree, Business Administration

Work experience

Total years of experience: 2 years, 2 months

Business Process Analyst & Operations Specialist

May 2025 - Present

Fourth Dimension Technology

Amman, Jordan

May 2025 - Present

• Analyze and optimize internal business processes to improve service delivery
efficiency and compliance.
• Maintain SOPs, operational manuals, and project documentation aligned with
quality standards.
• Coordinate cross-departmental projects, ensuring timelines, deliverables, and
stakeholder expectations are met.
• Support HR operations through documentation audits, data accuracy checks,
and confidentiality compliance.
• Prepare operational reports for senior management to support strategic
decision-making.
Company industry:
IT Services

Customer Service Advisor

August 2024 - Present

Concentrix

Amman, Jordan

August 2024 - Present

Provide expert support to customers, handling inquiries, troubleshooting,
and resolving issues for specific product or service.
Maintain up-to-date knowledge of product offerings and company policies
to assist customers effectively.
Managed customer inquiries, complaints, and product-related issues via
phone, email.
Company industry:
Call Centers & Customer Care Outsourcing

Account Management & Process Improvement Associate – BPO

August 2024 - May 2025

Concentrix

Amman, Jordan

August 2024 - May 2025

• Acted as primary operations contact for assigned accounts, supporting
project delivery and account performance management.
• Monitored service quality metrics, documented issues, and contributed to
continuous process improvement initiatives.
• Coordinated between operations, quality, and HR teams to maintain
workforce alignment and performance consistency.
• Prepared weekly performance dashboards and assisted with workforce
planning documentation.
Company industry:
Call Centers & Customer Care Outsourcing

Customer Service Representative

April 2024 - August 2024

Extensya

Amman, Jordan

April 2024 - August 2024

Delivered high-quality customer service support for service to a diverse
client base.
Managed customer inquiries, complaints, and product-related issues via
phone, email.
Consistently achieved performance metrics.
Company industry:
Call Centers & Customer Care Outsourcing

Operations & Project Support Coordinator – BPO Account

April 2024 - August 2024

Extensya

Amman, Jordan

April 2024 - August 2024

• Supported daily project operations for outsourced service accounts, ensuring
workflow continuity and SLA adherence.
• Maintained operational documentation, prepared performance and
productivity reports, and tracked KPIs.
• Coordinated schedules, monitored task completion, and supported account
managers in project execution.
• Assisted HR operations by managing atendance records and onboarding
documentation.
Company industry:
Call Centers & Customer Care Outsourcing

Education

Yarmouk University

January 2024

January 2024

Bachelor's degree, Business Administration

Jordan

Skills

Business Operations
Expert
Business Operations
Expert
Customer Service
Expert
Customer Service
Expert
Microsoft Excel
Intermediate
Microsoft Excel
Intermediate
Time Management
Expert
Time Management
Expert
Business Process Modeling
Intermediate
Business Process Modeling
Intermediate
Ability To Learn
Expert
Ability To Learn
Expert
Work under Pressure
Expert
Work under Pressure
Expert
Problem Solving
Intermediate
Problem Solving
Intermediate
Power BI
Intermediate
Power BI
Intermediate
ChatGPT
Intermediate
ChatGPT
Intermediate
Microsoft Office
Intermediate
Microsoft Office
Intermediate
Administration
Intermediate
Administration
Intermediate
ACCOUNT MANAGEMENT
Intermediate
ACCOUNT MANAGEMENT
Intermediate
BUSINESS PROCESS IMPROVEMENT
Intermediate
BUSINESS PROCESS IMPROVEMENT
Intermediate
BUSINESS PROCESS OUTSOURCING
Intermediate
BUSINESS PROCESS OUTSOURCING
Intermediate
DELIVERY FOCUSED
Intermediate
DELIVERY FOCUSED
Intermediate
DETAIL ORIENTED
Intermediate
DETAIL ORIENTED
Intermediate
HUMAN RESOURCE MANAGEMENT
Intermediate
HUMAN RESOURCE MANAGEMENT
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
ORGANISATIONAL POLICIES
Intermediate
ORGANISATIONAL POLICIES
Intermediate
PROJECT MANAGEMENT
Intermediate
PROJECT MANAGEMENT
Intermediate
RECORDS MANAGEMENT
Intermediate
RECORDS MANAGEMENT
Intermediate

Languages

Arabic
Native Speaker
English
Expert

Training and Certifications

Certifications
PMP Candidate