Rasha Hatamleh Email & Phone Number

Amman, Jordan

- Managing and scaling a 24/7/365 Technical Support department, including recruiting, hiring, training, and doing appraisals.- Direct and coordinate a team of Technical Support technicians /Customer Service specialists.- Supervise day-to-day operations in the Technical Support (Customer Service) department.- Handling complaints and queries (from customers and staff).- Prioritize IT-related problems as they come into the Help Desk and escalate when necessary.- Taking ownership of customers' issues and following problems through to resolution.- Manage the online FAQs and support article knowledgebase.- Assign problems/tasks to Technical Support technicians /Customer Service specialists.- Create effective Technical Support/Customer Service procedures, policies, and standards.- Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.- Follow up with customers to gauge their satisfaction with problem resolution.- Identify and escalate improvement opportunities.- Identify and evaluate customers’ needs to deliver satisfaction.- Train new sales agents with regards to the technical aspects of our service.- Maintain an orderly workflow according to priorities.- Make decisions quickly, often with limited information.

- Provided high quality customer service and technical support to every Genie9 customer via email and the Helpdesk system as well as remote connection sessions to meet 24x7 SLA.- Handle high amounts of incoming emails, and respond to customer emails in a timely manner.- Ensure customers successfully use the product and are satisfied with its value delivery, contributing to customer retention and growth.- Attract potential customers by answering product and service questions and suggesting additional information.- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).- Attract potential customers by answering product and service questions and suggesting additional information.- Provide accurate, valid and comprehensive information.- Follow communication procedures, guidelines, and policies.

Responsible for the user-generated content submitted to the Uhive app, making sure that items are placed in the right category, are free from scams, do not include any illegal items, and do not violate the company guidelines.

Five months of training at Bayt.com Company as a web developer and quality assurance engineer.