Jun 2022 – Aug 2024 · 2 yrs 2 mos · Jordan · On-site

• Operations Management
• Led a large-scale customer service operation of 120+ associates and 6 Team Managers across multiple Amazon marketplaces.
• Achieved and exceeded Quality, Productivity, Compliance, SL, and CX targets in multi-site environments.
• Championed Amazon’s customer-obsession culture through coaching, leadership routines, and operational excellence.
• Empowered Team Managers to drive coaching quality, issue resolution, performance management, and workflow optimization.
• Built a high-engagement culture where associates remained motivated, supported, and aligned with service excellence goals.
• Owned overall performance, SLA delivery, and operational readiness, working with WFM, Capacity Planning, Training, and Quality teams to analyze trends and implement continuous improvement actions.
• Contact Center Technology
• Played a leading role in deploying and adopting Amazon Connect across Amazon.sa, Amazon.ae, Amazon.eg, and Amazon.co.uk.
• Partnered with global product, IT, and engineering teams to define requirements, test features, validate routing logic, and coordinate migration from legacy platforms.
• Enhanced user adoption by training Team Managers and supervisors on Amazon Connect dashboards, routing flows, real-time tools, and agent-state management.
• Built automation workflows to reduce manual work, streamline ticket handling, and improve operational efficiency.
• Collaborated with engineering and CX program teams to optimize call flows, enhance digital self-service options, and reduce customer effort.
• Served as the operational SME for product enhancements, UAT cycles, and new feature launches across all marketplaces.

Oct 2021 – Jun 2022 · 8 mos

• CX & Digital Transformation Leadership
• Led multi-country Customer Care operations, standardizing processes, SLAs, and service procedures while adapting workflows to local market needs.
• Implemented PDCA-based improvements to enhance service delivery, dispatch operations, and customer journeys.
• Built knowledge content, scripts, and troubleshooting guides to ensure consistency and efficiency across all teams.
• CRM Ownership & Technology Enablement
• Acted as the business consultant and functional owner for Salesforce CRM, leading digital transformation across Sales, Marketing, Customer Service, and Knowledge Management.
• Defined business requirements, mapped customer journeys, and translated operational needs into scalable system functions and automated workflows.
• Implemented automation for leads, pipelines, cases, notifications, and escalations to improve efficiency across multiple markets.
• Directed the rollout of Service Cloud, Sales Cloud, and Knowledge modules, enhancing visibility, reporting, and data-driven decision-making.
• Collaborated with IT and engineering on system design, testing, UAT, and deployments to ensure alignment with business objectives.
• Developed dashboards and performance metrics to improve analytics, reporting accuracy, and leadership insight.
• Led training and adoption initiatives while overseeing data governance, cleansing, and standardization.
• eCommerce Platform
• Served as the business owner for the eCommerce platform, managing site performance, customer experience, catalog updates, and digital sales outcomes.
• Directed enhancements to platform architecture, search performance, navigation flows, and checkout experience.
• Managed pricing, promotions, and product listings to increase conversions and revenue.
• Analyzed web performance metrics to recommend improvements for traffic growth, engagement, and retention.

Jan 2015 – Sep 2021 · 6 yrs 8 mos

• Lead end-to-end operations of the omnichannel contact center, managing customer interactions across voice, email, chat, WhatsApp, and social media.
• Oversee Quality Assurance and Training functions, ensuring consistent coaching, adherence to standards, and the continuous development of teams supporting both customer care and technical processes.
• Drive workforce planning, recruitment, and talent development to build a high-performing, tech-enabled customer service team.
• Conduct regular coaching and feedback sessions to reinforce customer-centric behavior, process adherence, and readiness for evolving digital tools.
• Collaborate closely with IT, CRM owners, product teams, and business units to streamline workflows, resolve system issues, and prepare the contact center for new technologies and feature releases.
• Technology & Digital Transformation Responsibilities
• Oversee and optimize all contact center technology platforms, including CRM systems, ticketing tools, telephony/ACD, IVR, and omnichannel solutions, ensuring seamless operations and data integrity across channels.
• Lead digital transformation efforts by enhancing automation, improving system integration, and enabling AI-driven capabilities across customer interactions.
• Design and maintain advanced reporting frameworks using CRM, ERP, BI tools, and analytics platforms to support strategic, data-driven decision-making.
• Build comprehensive dashboards for sales, marketing, and CX performance, continually improving visualization, accuracy, and reporting efficiency.
• Mentor analysts and reporting specialists to strengthen their technical expertise, analytical capabilities, and understanding of modern contact center technologies and performance metrics.
• Partner with cross-functional stakeholders to ensure alignment between operational needs, system enhancements, and digital transformation roadmaps, enabling scalable and future-ready CX operations.

Oct 2013 – Dec 2014 · 1 yr 2 mos

• (Logistics Accounts)
• Main Tasks and Responsibilities:
• Assign tasks and targets to Team Leaders, follow up on targets and review performance against targets.
• Introduce new selling concepts by enhancing the portfolio of call center activities in order to maximize revenue.
• Participate with Manager, CRM in the review and implementation of policies and procedures.
• Ensure updating team on various ongoing promotions, Call Center activities etc…
• Monitor calls and system workflows to ensure achieving defined SLAs and minimization of errors.
• Educate team on new products and services, sales techniques by disseminating information as per the required time lines.
• Monitor and conduct monthly performance reviews meetings with the Team.
• Review workflows, processes, policies and identify areas for improvement and set and follow up on action plans.
• Prepare periodic reports on various outbound/ Inbound operations to submit to Manager, CRM for further action.
• Working closely with the IT for any up outages, issues, implementation and enhancement of the system, software and tools used.

Aug 2012 – Sep 2013 · 1 yr 1 mo

• Job Description:
• The Customer Service Team Leader will be the on-floor supervisor for a group of agents, providing them with the necessary support and making sure that the work flow is going as planned.
• Main Tasks and Responsibilities (in different accounts):
• Manage telemarketing call center staff or customer care agents consisting of 30-60 members.
• Follow up and monitor adherence and commitment based on the company's rules and regulations.
• Generating performance and productivity reports and communicate the results with the CSRs with the feedback.
• Follow up the quality results and attending the quality coaching sessions.
• Organize and presenting the daily briefing.
• Providing the CSRs with the knowledge support.
• Generating the periodic reports for CSRs, team, systems, and work flow.
• Managing the telemarketing campaigns and allocating resources to meet the targets and deadlines.
• Monitoring and Analyzing Real Time and Historical performance of the team.
• Knowledge of organization’s expectations, internal standards, service level agreements.
• Follow up on the team requirements and motivate the team members to insure their satisfaction as internal customers.
• Organize periodic team meetings, and one-to-one sessions to insure two-side communication, and provide the team with the feedback and improvement plans.
• Receive escalated calls from the customers and make calls to follow up on the customers’ issues.

Jun 2011 – Jul 2012 · 1 yr 1 mo

• Main Tasks and Responsibilities:
• Initiates contacts with clients within assigned vertical or region.
• Prepares and delivers sales presentations to clients within his/her portfolio.
• Acts as primary point-of-contact for Client within assigned region or vertical.
• Proactively finds new ways to build the client’s business and grow accounts.
• Manages a portfolio of accounts, usually a in a specific region or vertical.
• Maintains detailed knowledge of the company's solutions. Achieves assigned sales target.
• Masters and maintains vast knowledge of client's business, competition, and latest industry news and trends.

Jul 2009 – Mar 2011 · 1 yr 8 mos

• Main Tasks and Responsibilities:
• Supervise a team of web designers, web programmers, graphic designers, and content writers as one team to meet the client’s needs and requirements.
• Contact the clients and attend periodic meetings to present the work flow.
• Generate periodic reports about the milestones in several projects and provide them to the management.
• Setup the project plan and manage the available resources.
• Setup the main structure and the architecture of the websites requested by the clients based on both marketing and IT perspectives.
• Attend and coordinate the clients meeting with different parties in the company to collect, present, and modify the work flow.

Dec 2008 – Jun 2009 · 6 mos

• Main Tasks and Responsibilities:
• Seek and provide information to help the company determine their position in the marketplace.
• Gather data on competitors and analyze their prices, sales, and method of marketing and distribution.
• Measure and assess customer and employee satisfaction.
• Measure the effectiveness of marketing, advertising, and communications programs and strategies.