Lead Assessor
King Abdallah2 center for Excellence
Total years of experience :21 years, 3 Months
• Member of the Assessors King Abdullah|| Award for Excellence in government performance and transparency (Lead Assessor). Where participated in the process of evaluating the staff candidates for Excellence Awards, and participating in the evaluation of institutions and government ministries, 2011- Until now, 4 times
• Participated in the assessment Abu Dhabi Award for Excellence, cycle 2013-20014.
• Participating in the assessment (Lead Assessor) at Abu Dhabi Airports Company Award in its first session 2015.
• Participate in evaluating the performance of the employees of the Abu Dhabi Department of Economic Development 2021
• Participation in the performance evaluation of Abu Dhabi Police employees, supervisory category 2022.
General Objective To develop and improve the quality of services provided by the Jordan Food and Drug Administration (JFDA).
The tasks of the Planning and Quality Department
• Define quality policies and goals
• Determine the needs of the unit and the different employees.
• Follow-up and supervision to achieve the requirements of the King Abdullah II Award for Excellence through the standards teams (where I work as the head of the award criteria teams in the institution).
• Develop a methodology for preparing the institution's strategic plan and supervising its development, evaluation and periodic review.
• Overseeing the development of executive plans for various departments in the institution and evaluating them periodically.
• Review and update various work methodologies
• Review, analyze and develop key performance indicators and submit the necessary periodic reports.
• Evaluating departmental performance periodically based on the implementation plans.
• Apply measurement and analysis of satisfaction of service recipients, partners, suppliers and employees, and provide recommendations and solutions.
• Follow-up complaints and proposals of service recipients and their analysis, and take the necessary improvement measures.
• Supervising the mechanisms for selecting and evaluating the distinguished employee in the organization (quarterly)
• Reviewing and updating standard working procedures through continuous improvement and development.
• Conducting studies to assess the main processes provided by the institution identify problems and provide solutions.
• • Holding regular meetings between the general manager and managers of the concerned departments with service recipients to determine their needs and expectations.
• Developing and updating the references' guides.
• Follow-up and evaluation of the places for providing services and the necessary procedures to provide services in line with the requirements of e-government and the development of government services.
• Follow up on complaints submitted by the Complaints Management Unit of the Ministry of Public Sector Development and make the necessary analyses
2009 - 2014:
Jordan Food and Drug Administration, Unit of Planning and Quality-(Amman- Jordan)
Section Head, Quality Development and Business Excellence (Quality Officer)
Where I do several tasks and duties such as:
• Achieve government excellence award requirements where we share this award from 2006 until now.
• Achieving government innovation award requirements where we share this award from 2011 until now
• Simplifying and development of work procedures through continuous improvement and setting performance indicators.
• Analyze and evaluate the performance of operations, and draw conclusions and recommendations.
• Participation in the preparation and review of the Strategic Plan and follow-up implementation.
• Reviewing and updating working methodologies
• Applying quality tools and problem-solving by continuous improvement.
• Development of customers’ service and Client relationship management CRM.
• Documentation of work procedures.
• Reviewing and assessing the requirements for achieving Criteria of Excellence Award.
• Preparing report of the award and the processing of the relevant documents.
• Measuring the satisfaction of partners and identify their needs
• Preparing the annual report.
• Implementation of the relevant processes and procedures Studies
• Reviewing and updating Key Performance Indicators KPI and implementation of benchmarking.
2003-2009
Jordan telecom Group, Orange- Amman, Jordan
Businesses and Services sector- Department of key Account
First Administration, Sales Support - Customer Service Coordinator (government, commercial) - after-sales support
• promoting the company's services
• Follow-up and analyzing of customer orders.
•Providing support and advice to clients.
•Participating in development of standards for the services provided to achieve sales targets.
• Conduct field visits to customers to determine their different needs and identify their problems.
• Coordination between the sales and services sector to ensure the implementation of digital applications and according to (service level agreement).
• Providing various reports, and proposals for improvement and development.
• Follow-up procedures and sequence of work based on standard operating procedures
•Supporting sales team
• Track and analyze customer complaints, and prepare the necessary reports, and the escalation of the level of senior management to achieve customer requirements.
•Analyzing and evaluate and compare sales
I have completed the requirements for graduation in business administration which are 25 theoretical hours and 9 hours research message and the title of my thesis was the effect of applying the principles of total quality management on the performance of workers in the Jordan Telecom Group Orange
i worked in jordan telecom company in technical and sales support
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