Yazan Zash

As an IT Department manager and owner from Sep/2020 till now, having the following responsibilities:
• In charge of the IT Team scheduling for projects.
• In charge of Giving prices and estimations for projects.
• Sending RFP's and proposals to clients and technically following up with clients.
• Performing needed training sessions for clients when needed.
• Office administration.
• Company main pillar.
• Tasks and budgeting distribution.
• System analyst for new upcoming projects.
• Creating mock-ups for the development team and following up with them to make sure the work is going on schedule and on time.

Working as a Manual Quality Assurance Tester on a Clients System and as a Business Analyst for the system, with the following tasks:

• Performing test cases and reporting bugs for the developers.
• Creating mock-ups for the development process.
• Creating needed diagrams for the system and for the understanding of the processes.
• Applying Software Development Tests like the Waterfall, Agile, Sanity, Unit Tests on the System.

Working as a Technical Writer as well, with the following tasks:

• Creating the User Manual for the Client's System.
• Creating any needed proposals for any upcoming project with Maple Telecommunication Company.
• Creating any needed presentations, essays or documents.

Resignation reason was that the Project the company had was done and delivered to the Client, and the Company had no other projects, therefore, they ended all the contracts with all their employees, and due to the World Crisis of the Corna Virus.

Working with Gold Media

As a Freelancer IT Department manager from 01/05/2017 with the following responsibilities:
• In charge of the website development and updates.
• In charge of any IT Project the company gets.
• Following up with clients in the IT field.
• Testing and debugging the website. Google Keywords creation and maintenance. DNS website configuration.
• Providing company employees with their basic IT like emails.
• In charge of the server and its performance.

As an IT Department manager from 06/06/2017 till 30/11/2018 with the following responsibilities:
• In charge of Site Development.
• Arranging tasks with the developers.
• Testing and debugging for the Site or any needed system or application.
• In charge of the site's health and performance.
• In Charge of the Server and all, it's maintenance.
• Internal Network Connecting and configuration.
• Mockup creating and following up with the developers.
• Following up with Social Media and the Marketing Departments to meet their demands with the requirements.
• Providing daily, weekly and monthly reports for the management.

According to my previous experiences with Customer Service, been in charge of the Customer Care and the Social Media Services from January 2018 till September 2018 with Tojarcom.

Resignation reason was cost-cutting for the employees from the company.

• Maintained accurate and current customer account data with manual forms processing and digital information updates.
• Assisted call-in customers with questions and orders.
• Coordinated timely responses to online customer communication and researched complex issues.
• Helped large volume of customers every day with a positive attitude and focus on customer satisfaction.
• Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
• Responded to customer needs through competent customer service and prompt problem-solving.
• Achieved long-term business objectives by analyzing customer feedback for process improvements.
• Developed marketing content such as blogs, promotional materials, and advertisements for social media.
• Analyzed and reported social media and online marketing campaign results.
• Improved page content, keyword relevancy, and branding to achieve search engine optimization goals.
• Devised strategies and roadmaps to support product vision and value to the business.
• Increased customer engagement through social media.
• Analyzed competitor pages to locate backlinks and keyword opportunities.
• Planned and instituted social media marketing plans for clients in various industries.
• Discussed SEO needs and optimized strategies for short- and long-term campaigns.
• Managed competing deadlines with efficiency.
• Developed in-depth understanding of digital and mobile marketing practices and media content (Videos, Posts, Pictures).
• Worked with clients to gather and define requirements, establish scopes, and managed project milestones.
• Developed paid client ads for use on diverse social media platforms.
• Developed social media calendar campaigns, which included scheduling email blasts, social media posts, marketing campaigns, and website updates.
• Creating Facebook Pixel and linking it to the main website while following up on results accurately

Working with the Royal Hashimate Court associated with Imagine Technologies as a Web Master for the Arab Summt's website of:

https://www.arabsummit2017.jo

with main responsibilities of:
• Updating the content data of the site, data as (Images, Videos, Links, News, Statements, Decisions, Youtube, Facebook, Twitter and Instagram).
• Debugging and troubleshooting the site as the site administrator, either for the technical side or the network connection side.
• Ensuring the web services are operating accurately and resolving any issue faced.
• Making sure that the site data is up to date.
• Validation testing for the site content.

Reasons for stopping is that the Arab Summit ended, and all the site data were uploaded as requested.

Giving lectures and session presentation about Mobile Applications with their advertising and marketing techniques and methods, for students in the software engineering department and the computer science department for the first semester of of 2016/2017.

Jamalon Online Book Store, as a social care officer, Acquired the employee of the month twice, with responsibilities of:
• Answering customers inquiries professionally via social media channels, like Facebook, Twitter, Instagram, Email, And Live Chat Service.
• Placing Follow up calls with customer.
• Creating useful templates for email and for the live chat service.
• Assisting the call center team with their calls, when the need arise.
• Creating a user guide for the program.
• Training new hired employees within the team.
Reasons of resignation from Jamalon was to find a better opportunity with a job title more related to the IT field.

Hello Food Company as a Call center agent, one year Experience, Reached to be a senior call center agent, also, an acting team leader when needed, with responsibilities of:
• Effectively managed a high volume of inbound and outbound customer calls.
• Answered a constant flow of customer calls with up to two calls in queue per minute.
• Addressed and resolved customer product complaints empathetically and professionally.
• Defused volatile customer situations calmly and courteously.
• Identified chronic customer issues by creating and maintaining customer complaint log.
• Managed high call volume, chat services and emails with tact and professionalism.
• Oversaw call centre employees to ensure customer satisfaction goals were consistently met.
• Met or exceeded service and quality standards during every review period.
Reasons of resignation from Hellofood was that the project has been canceled and eliminated, and the main company in Germany decided to have their call center only in KSA.

Crystel Call Out Sourcing Company as a call center agent, Working on Marka VIP Project with position reached as a team leader, then from 23/Oct/2014 Till 31/Dec/2014 working on Shukran Rewards points system as a call center agent, in total experience of six months, with responsibilities of:
• Provided incentive to increase productivity by offering employees awards for best customer service.
• Managed call centre from initial start-up to full operational status.
• In charge of the team and whole process in Marka VIP, to make sure that the work flow goes on in the right positive way.
• Accurately documented, researched and resolved customer service issues through chat services, email, live calls and social media resources, in both projects.
Resignation reason from crystal call was, as from Marka VIP, that the project was ended and the mother company decided to have their call center in the their main building, and to stop the out sourcing with Crystel Call Company, so I moved on to Shukran Project, and resigned there for finding a better opportunity in Hellofood.

City Mall as a Customer Service Representative, with a position, reached as a supervisor of the team, with a total experience of one year. with responsibilities of:
• Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
• Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
• Directed calls to appropriate individuals and departments.
• Monitored cash drawers and vouchers in multiple checkout stations to ensure adequate cash supply.
• Directing customers in the mall by making sure that they reach their destination polity.
• Earned management trust by serving as key holder, responsibly opening and closing shop.
• Provided an elevated customer experience to generate a loyal clientele.
• Addressed and resolved customers' complaints empathetically and professionally.
• Accurately documented, researched, and resolved customer service issues.
• Evaluated consumer reports on a yearly, monthly, weekly, and daily basis.
• Prepared reports and communication for senior management and clients.
• Preparing team schedule to make sure that all are satisfied to perform the desired task efficiently.
My resignation reason from City Mall was because I needed more time to work on my university subjects, by giving the first priority to finishing my studies.