Principal Tasks:Establish a vital connection between our company and our clients, guaranteeing seamless communication and a clear understanding of their needs and expectations.Coordinate and lead research initiatives, seminars, and discussions to cultivate a collaborative problem-solving environment and acquire critical insights.Employ innovative solutions and inform strategic decision-making by conducting a thorough analysis and interpretation of the competitive landscape and industry trends.Create comprehensive, tailored strategic plans to address each client's specific challenges and goals, always keeping their long-term vision in mind.Ensure seamless transitions and stakeholder alignment by securing management endorsement and providing expert guidance on communicating and implementing organizational change.Foster a culture of collaboration and excellence by coordinating and guiding internal teams to ensure the highest standards of project delivery, from conception to completion.Maintain credibility by enforcing stringent quality control procedures and standards in all client interactions and project deliverables.Lead and actively participate in business development initiatives, through strategic outreach and relationship building, to identify new growth opportunities and expand the firm's client base.

- Customer Experience Specialist.- Customer Experience Coach.

Main duties:• I've designed and taught Pearson-accredited TVET and bachelor's degree curricula.• I participated in leading TVET initiative projects, ensuring operational efficiency and business goals with various organizations such as UNESCO, Unicef, USAID, GIZ, UNHCR, and the Jordanian Ministry of Labor.• I have created and produced extensive training materials for soft skills classes, with an emphasis on improving problem-solving, collaboration, and communication skills.• We have incorporated industry best practices and standards into specially designed training modules for contact centers and customer service programs.• I oversaw the implementation of the TVET initiative and its daily operations, ensuring adherence to the program's goals and schedules.• I conducted student recruitment, selection, and interviews to enroll them in the contact center and customer service training courses.• I collaborated with several internal departments to improve their ability and effectiveness in achieving the objectives of the TVET initiative.• I have established and maintained alliances with important local market players to find job openings and guarantee the placement of graduates.• I reported updates, problems, and results to senior management to guide decision-making.• To ensure excellent training, I made sure the training curriculum and operational processes met City & Guilds contact center certification requirements. This included both standard compliance and quality assurance.

Responsibilities• Develop a marketing communications plan including strategy, goals, budget and tactics.• Develop media relations strategy, seeking high-level placements in print, broadcast and online media.• Coordinate all public relations activities.• Direct social media team to engage audiences across traditional and new media.• Leverage existing media relationships and cultivate new contacts within business and industry media.• Manage media inquiries and interview requests.• Create content for press releases, byline articles and keynote presentations.• Monitor, analyse and communicate PR results on a quarterly basis.• Evaluate opportunities for partnerships, sponsorships and advertising on an on-going basis.• Build relationships with thought leaders to grow industry awareness.• Maintain a keen understanding of industry trends affecting clients and make appropriate recommendations regarding communication strategy surrounding them.

I taught 13 courses in Al Qadesiah College (Amman – Jordan):1. Business Low.2. E – Commerce.3. Principles Marketing.4. Principles Management.5. Organizational Behavior.6. Total Quality Management.7. Supply Chain Management.8. Human Resource Management.9. Production & Operation Management.10. Project Management for Small Business.11. Financial Analysis using Excel Office 2003.12. Computer Applications in Business Administration.13. Computer Applications Using Office 2003 (Ward , Excel , Access )

- Assist in negotiating agreements with implementing partners and ensure that IP agreements are established in conformity with UNHCR’s financial rules and the latest Headquarters’ instructions.- Undertake proper collection, monitoring and use of baselines, standards and indicators needed to measure and analyse programme performance, trends and target interventions.- Review the implementation and performance of IPs agreements through appropriate physical monitoring to evaluate the projects by reviewing work plans, progress reports, budget, financial reports and expenditures; undertake field visits as required.- Use UNHCR’s corporate tools (e.g. Global Focus, Focus Client) to assess the technical soundness of the operation and generate data for evidence-based decisions at the country-level.- Assist in keeping donor representatives briefed on developments and assist in the development of funding submissions, appeals and reports.- Assist in ensuring compliance in issuance of audit certificates for Implementing Partners.- Act as a liaison between the Field Office and the Country Office on programme issues.

• Setting and meeting performance targets for speed, efficiency, sales and quality.• Managing the daily running of the call center.• Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues.• Maintaining up-to-date knowledge of industry developments and involvement in networks.• Monitoring random calls to improve quality minimize errors and track operative performance.• Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff.• Reviewing the performance of staff, identifying training needs and planning training sessions.• Recording statistics, user rates and the performance levels of the center and preparing reports.• Handling the most complex customer complaints or enquiries.• Organizing staffing, including shift patterns and the number of staff required meeting demand.• Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes.• Forecasting and analyzing data against budget figures on a weekly and /or monthly basis.• Improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialing products.

• Develop marketing objectives to achieve a positive image of the Jordan Engineers Association.• Develop and implement marketing plans and programmes in the short-term and long-term.• Research and analysis of various factors, internal and external environment in order to obtain marketing opportunities for projects undertaken by the JEA.• Develop a plan for advertising, promotion and communication.• Communication with agencies for the implementation of outdoor advertising campaigns.• Ensure effective control of marketing activities and take corrective actions that ensure the achievement of marketing objectives and according to plan.• Assessment of market reactions to advertising programmes or promotion policy in order to review the marketing strategies of the JEA.• Make recommendations on the review of the structure and organisation of work teams to ensure marketing goals.• Conduct marketing studies, both on existing services or new services.• Preparation and processing of reports on marketing activities.• Read, analyse and explain some of the articles in scientific journals and technical specialist.• Dealing with the objections of fellow engineers.• Prepare reports for senior management and the public and the Council of the Bar Association.• Problem definition and data collection and the development of the facts and perceptions and arrive at useful results• Carry out a survey to discover the market opportunities for sales of the union of different services and marketing needs.• Publications that promote the image of the JEA.

My main roles are Business Process Management restructure for many departments in JEA by using ARIS tool.Projects in JEA including: • Customer service.• Human Resource Management.• Health Insurance.• Training Center.• Engineering Affairs.• PR & Marketing.• Pension.• Financial Affairs• Auditing.• IT.• Call Center.• CRM.• Investment.

Customer Service Skills Tasks and Responsibilities:• Key Account Manager at JEA with the mobile company ZAIN, ORANGE, UMNIAH.• Motivated and retained an effective administrative and supporting team to provide high-quality services to JEA.• Recognized by JEA for contributions in training and for superior customer service.• Sell JMTS’s service and handsets to JEA customers. • Sell service features and other value added services to JEA customers.• Responsible for accurate data entry on the services contract.• Responsible for reporting daily sales activities to JEA Customer Service Manager. • Educate customers about the service and related features.• Responsible for providing the customer with the SIM card, mobile number. • Responsible for acquiring numbers, handsets and SIM cards from other branches upon demand. • Solve customers' problems and answer queries.• Responsible for inventory on the daily basis for handsets and Cash Money. • Assisting and evolving plans and imaginative solutions (suggesting ideas) to shops for problems they encounter on the daily basis through referring to Customer Service Manager to better serve customers.• Facilitating and participating in promotional activities.• Responsible for preparing the stock report on the daily basis, and making sure of the availability of the stock in all the JEA branches.• Achieved outstanding performance in providing high-quality service to JEA valued customers.• Suggested procedures & programmes that improve performance.• Maintained phone call quality and made it as productive as possible.• Handled subscribers’ inquiries & communicated any update to them with accurate information on new services & educating them about existing services & products.• Contacted Customers and found ways to settle their accounts.• Documented cases that need follow-up and transfer them to entitled personnel.• Received calls from customers to answer their queries, solve their problems and provide solutions.