Mohammad Alramahi Email and Phone Number

• Randomly listen to incoming calls to the center and ensure thecorrectness of the measures taken by the employees, evaluate theirperformance and control the quality of service .• Provide continuous support to call center staff and distribute tasksamong them fairly.• Ensure that the call center staff adheres to the policies andprocedures and provides the correct information to customers.• Distribute employees on shifts (Shift Allocation) to ensure that workrequirements are met.• Follow up the work of the call center and ensure that the telephoneservice staff performs it according to the dates specified forimplementation.• Follow up customer problems submitted through the center with thevarious departments in the bank to ensure that they are solved quicklyand accurately.• Training new employees and ensuring compliance with the policiesand procedures of the call center• Presentation of the evaluation of the new staff of the Director of thecall Center.• Follow-up of staff to maintain performance indicators in terms of:1. Average call time.∙ 2. The average speed of the answer.∙ 3. Number of calls received.• Conduct of hearings of calls with staff members, adjust theperformance and ensure that staff members comply periodically withthem.• Follow-up with various banking services to ensure that the desiredservice reaches clients.• Follow-up on responses from call Centre team to security mailqueries (Secure Message) for a banking service + Switch On.Follow-up on the responses of call Centre team to the Social Media +Website Submissions + iCaFollow up on info@capitalbank.jo and call center mail and ensure thatrequests are executed according to approved SLA.• Improving staff performance.• Preparation of periodic reports on the activities and achievements ofthe Capital contact Centre team.• Meeting with staff on a weekly basis.

• resolved customer queries, complaints and technical issues withexcellent analytical skills.Provided a friendly, supportive and empathetic approach whendealing with complex customer cases.• Maintained excellent client satisfaction by proactively resolvingqueries within short timeframes.• Employed active listening to identify customer needs and upsellproducts where appropriate.• Kept customer records updated and accurate by asking detailsduring calls and documenting onto CRM system.• Increased customer satisfaction by offering friendly, helpful andinformative customer service

• Contacted current and potential clients to promote, upsell andcross-sell products and services.• Showcased product features and benefits to drive sales.• Managed customer relationships through consultative salestechniques to attain individual sales goals.• Liaised with potential customers to determine needs and providerecommendations.• Customised service offerings to accommodate consumer needs.