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Tariq Ziadeh, Regional Operations Manager – Client Success, Communication & Stakeholder Engagement

Tariq Ziadeh

Regional Operations Manager – Client Success, Communication & Stakeholder Engagement·International Organization for Migration (IOM) – United Nations Agency

Jordan

Bachelor's degree, Marketing

Work experience

Total years of experience: 14 years, 8 months

Regional Operations Manager – Client Success, Communication & Stakeholder Engagement

June 2024 - June 2025

International Organization for Migration (IOM) – United Nations Agency

Amman, Jordan

June 2024 - June 2025

• Led regional client operations and internal communication across 15+ countries under USRAP, supervising large teams and ensuring KPI alignment and service consistency.
• Reduced client response time by 90% through strategic workflow redesign and CRM automation across regional operations.
• Directed the Pakistan Project workflow redesign, introducing digital SOPs, standardized templates, and real-time feedback mechanisms to unify cross-border operations.
• Strengthened inter-departmental communication through shared dashboards, bi-weekly syncs, and standardized reporting across regions.
• Oversaw Microsoft Dynamics 365 CRM pilot rollout, improving collaboration, visibility, and data-driven tracking.
• Produced monthly and quarterly performance reports for senior leadership, highlighting service delivery outcomes and optimization strategies.
Company industry:
Non-profit Organization
Job role:
Management

Senior Program Coordinator – Case Management & Internal Communication

April 2023 - June 2024

International Organization for Migration (IOM) – United Nations Agency

Amman, Jordan

April 2023 - June 2024

• Managed end-to-end service coordination across medical, travel, and operations units, ensuring seamless communication and workflow synchronization.
• Boosted client engagement and reduced no-show rates by 35% by launching targeted CRM outreach campaigns and automating appointments.
• Developed and implemented internal communication standards, ensuring accuracy and consistency across multi-unit correspondence.
• Implemented Tableau dashboards for transparent KPI tracking, data-driven decisions, and communication performance measurement.
• Acted as Hiring Manager for 20+ staff, embedding structured onboarding and communication standards within training.
Company industry:
Non-profit Organization
Job role:
Management

Case Operations Specialist – Service Delivery & Workflow Management

June 2020 - April 2023

International Organization for Migration (IOM) – United Nations Agency

Amman, Jordan

June 2020 - April 2023

• Supervised a team of 5 staff managing the client lifecycle from intake to departure.
• Monitored data accuracy, compliance, and workflow coordination through START and WRAPS systems.
• Strengthened communication between case management, medical, and operations units to streamline clearances and reduce backlog.
• Introduced Lean-style process reviews to eliminate redundancies and improve case resolution time.
Company industry:
Non-profit Organization
Job role:
Management

Client Communications Associate – CRM & Internal Communication Support

August 2015 - June 2020

International Organization for Migration (IOM) – United Nations Agency

Amman, Jordan

August 2015 - June 2020

• Managed high-volume communication channels including hotline, email, and in-person consultations.
• Led the rollout of Microsoft Dynamics CRM, trained staff, and established internal SOPs for inquiry handling and data accuracy.
• Maintained the Refinfo website, IVR, and WhatsApp platforms, ensuring clear, timely, and accessible information.
• Created FAQs, scripts, and communication templates that enhanced both internal coordination and public-facing service delivery.
Company industry:
Non-profit Organization
Job role:
Customer Service and Call Center

Key Account Manager – B2B Enterprise Solutions

September 2010 - May 2015

JOOD Telecom – B2B Client Services

Amman, Jordan

September 2010 - May 2015

• Achieved 20% portfolio revenue growth through strategic relationship management and customized telecom solutions.
• Managed corporate accounts as the primary contact for contract negotiation, renewals, and escalations.
• Utilized WHMCS & JOOD VoIP Switch ERP for automated billing, service monitoring, and performance tracking.
• Coordinated with technical teams to resolve client issues efficiently and ensure SLA compliance.
Company industry:
Telecommunications
Job role:
Customer Service and Call Center

Education

Al-Ahliyya Amman University

August 2010

August 2010

Bachelor's degree, Marketing

Jordan

GPA (percentage): 64.5%

GPA (percentage): 64.5%

A comprehensive program focused on core marketing principles, consumer behavior, strategic planning, and brand management. The degree strengthened my ability to analyze market trends, develop data-driven strategies, and support business growth through effective communication and customer-focused solutions. Coursework included digital marketing, sales management, market research, and business administration, providing a solid foundation for roles in client relations, project coordination, and operations.
View attachment

Skills

Stakeholder Engagement
Expert
Stakeholder Engagement
Expert
Data Analysis
Expert
Data Analysis
Expert
Strategic Communications
Expert
Strategic Communications
Expert
Case Management
Expert
Case Management
Expert
Project Management
Expert
Project Management
Expert
CLIENT SERVICES
Intermediate
CLIENT SERVICES
Intermediate
STAKEHOLDER MANAGEMENT
Intermediate
STAKEHOLDER MANAGEMENT
Intermediate
CONSTRUCTION
Intermediate
CONSTRUCTION
Intermediate
PROCESS OPTIMIZATION
Intermediate
PROCESS OPTIMIZATION
Intermediate
LABOR LAW
Intermediate
LABOR LAW
Intermediate
BUSINESS PROCESS
Intermediate
BUSINESS PROCESS
Intermediate
EVALUATION PROJECTS
Intermediate
EVALUATION PROJECTS
Intermediate
MECHANICAL SYSTEMS
Intermediate
MECHANICAL SYSTEMS
Intermediate
PERFORMANCE IMPROVEMENT
Intermediate
PERFORMANCE IMPROVEMENT
Intermediate
DATA ANALYSIS
Intermediate
DATA ANALYSIS
Intermediate
WORKFLOW AUTOMATION
Intermediate
WORKFLOW AUTOMATION
Intermediate
Project Management
Expert
Project Management
Expert
Case Management & Quality Assurance
Expert
Case Management & Quality Assurance
Expert
Strategic Communication & Stakeholder Engagement
Expert
Strategic Communication & Stakeholder Engagement
Expert
US Refugee Admissions Program (USRAP) Compliance
Expert
US Refugee Admissions Program (USRAP) Compliance
Expert
Data Analysis & Reporting
Expert
Data Analysis & Reporting
Expert
Public Affairs & Information Dissemination
Expert
Public Affairs & Information Dissemination
Expert
Management
Expert
Management
Expert
Business Development
Intermediate
Business Development
Intermediate
PROJECT COORDINATION
Intermediate
PROJECT COORDINATION
Intermediate
COORDINATING
Expert
COORDINATING
Expert
OPERATIONS
Expert
OPERATIONS
Expert
STAKEHOLDER COMMUNICATIONS
Expert
STAKEHOLDER COMMUNICATIONS
Expert
CUSTOMER RELATIONSHIP MANAGEMENT
Expert
CUSTOMER RELATIONSHIP MANAGEMENT
Expert
ENTREPRENEURSHIP
Intermediate
ENTREPRENEURSHIP
Intermediate
Team Leadership & Supervision
Expert
Team Leadership & Supervision
Expert
Microsoft Office (Excel, Word, Outlook)
Expert
Microsoft Office (Excel, Word, Outlook)
Expert
Customer Relationship Management (CRM)
Expert
Customer Relationship Management (CRM)
Expert
Team Management
Expert
Team Management
Expert
Leadership
Expert
Leadership
Expert
Customer Service
Expert
Customer Service
Expert
Sales
Intermediate
Sales
Intermediate
Microsoft Office
Expert
Microsoft Office
Expert
Key Account Management
Expert
Key Account Management
Expert
Microsoft Excel
Expert
Microsoft Excel
Expert
ACCOUNT MANAGEMENT
Intermediate
ACCOUNT MANAGEMENT
Intermediate
CLIENT SERVICES
Intermediate
CLIENT SERVICES
Intermediate
COMMUNICATION STRATEGIES
Intermediate
COMMUNICATION STRATEGIES
Intermediate
DATA ANALYSIS
Intermediate
DATA ANALYSIS
Intermediate
INTERNAL COMMUNICATIONS
Intermediate
INTERNAL COMMUNICATIONS
Intermediate
LEAN MANUFACTURING
Intermediate
LEAN MANUFACTURING
Intermediate
MICROSOFT DYNAMICS 365
Intermediate
MICROSOFT DYNAMICS 365
Intermediate
POWER BI
Intermediate
POWER BI
Intermediate
PROJECT MANAGEMENT
Intermediate
PROJECT MANAGEMENT
Intermediate
STAKEHOLDER MANAGEMENT
Intermediate
STAKEHOLDER MANAGEMENT
Intermediate

Languages

Arabic
Native Speaker
English
Expert

Training and Certifications

Certifications
Key Account Management
Linkedin Learning
Sep 2025
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Salesforce Essential Training
Linkedin Learning
Sep 2025
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Customer Success Management Fundamentals
Linkedin Learning
Sep 2025
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Leading and Motivating People with Different Personalities
Linkedin Learning
Sep 2025
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Lean Six Sigma Foundations
Linkedin Learning
Sep 2025
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Training
Project Management Professional (PMP)
Pioneers Academy
Feb 2015
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