Firas Althibani Email & Phone Number

United States

● Handle client requests through tickets and calls, with a goal of one-touch resolution for questions or operational items.● Follow-up with clients on any outstanding issues, with a goal of 100% customer satisfaction.● Analyze client-provided data, applying your troubleshooting skills to resolve more complex or general issues.● For issues outside Support’s scope, gather all required information via templates and guides to ensure the next level team has enough data to resolve.● Provide input and recommendations to internal teams and leadership on any changes required for templates, data collection, or troubleshooting docs.

Amman, Jordan

● Deliver first-level support to customers, in line with Amazon.com brand values and defined SLAs, in order to successfully resolve customer issues/complaints.● Provide comprehensive and knowledgeable information and service to customers regarding retail and marketplace products and services in order to maintain positive customer satisfaction levels.● Communicate with customers clearly, with a high-level of proficiency in customer-handling in order to positively present the Amazon.com brand and its products and services.

Amman, Jordan

● Provide support to CS associates in order to successfully resolve customer issues/complaints.● Maintain workflow stability by monitoring real-time dashboards for service levels.● Used software tools including: Microsoft Excel, PowerPoint, Outlook. ● Respond to requests by customers for supervisor escalations

Amman, Jordan

● Deliver second-level support to customers, upon escalation from the primary team. ● Provide backup support to CSAs.● Resolve escalations from the executive team.● Diagnose, troubleshoot, and resolve payment issues and exceptions.● Diagnose, troubleshoot, and resolve account issues and exceptions.● Escalate issues via a complex matrix.

Amman Governorate, Jordan

• A consumer electronics retail store, specializing in smart home and networking hardware; Along with home consultation and installation. Providing desktop, laptop and mobile phone service and maintenance. • Responsible for inventory, budgeting, management, purchasing, and sales.

Al-Riyadh Governorate, Saudi Arabia

• Handle IT infrastructure roll-out for 22 restaurants (design, procurement, installation, configuration, and training). Including POS, camera system, LAN and VPN, backup, attendance system. • Support and manage IT department staff.• Design, implement, maintain, troubleshoot and administer the local area networks (LANs), computer workstations, server room, connections to the Internet, peripheral equipment, and data backup solutions.• Develop and implement network security strategy (hardware, software, training).• Operate master consoles to monitor the performance of computer systems and networks. • Implement network traffic and security monitoring software, to optimize server performance.• Conduct staff training for implemented software, such as ERP system, Online Email, and others.• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.• Provide regular reports on IT department functions.

Al-Riyadh Governorate, Saudi Arabia

• Manage sales team/ Research organizations to find new opportunities.• Develop quotes and proposals for clients.• Implement plans to increase productivity, efficiency, and staff morale. • Implement and manage the IT infrastructure (website/ hosted email, network environment/ network printer/ file server).• Provide training for personnel. Help team members develop their skills.

Al-Riyadh Governorate, Saudi Arabia

• Devise and evaluate methods for collecting data, such as surveys, focus groups, questionnaires, and opinion polls.• Present findings to executives and clients through charts, graphs, and other visual means to help them make better-informed decisions about product introductions, modifications, and marketing campaigns.• Interpret data collected, organizing this information into statistical tables and reports.• Create a visual of industry trends and of competitors so organizations can predict how products and services will fare in the marketplace.• Measure effectiveness of marketing programs and strategies.