Abdullah Asfour
IRBID,AM
Summary
Results-driven team leader with expertise in performance analysis and client communication. Proven ability to enhance operational efficiency and foster team growth, ensuring high-quality customer service and effective problem resolution.
Overview
2
2
years of professional experience
Work History
Team Lead
Concentrix
IRBID
06.2025 - Current
- Managed all aspects of team leadership, including overseeing daily operations, ensuring adherence to attendance policies, and effectively managing agent off-days and overtime schedules.
- Provided immediate support and effective resolution for agent-related issues, fostering a positive and productive work environment.
- Monitored and analyzed account performance metrics, developing and implementing strategic plans for backlog clearance and optimizing operational efficiency.
- Addressed and resolved systemic issues impacting agent productivity, such as scheduling conflicts and access to essential tools (e.g., email access).
- Served as a primary point of contact for client communications, regularly reporting on current performance, addressing critical issues, and collaborating on solutions to optimize service delivery.
- Mentored and motivated team members, promoting continuous learning and professional growth to achieve individual and team objectives.
- Developed and presented detailed performance reports to upper management, providing data-driven insights on key account matrices, trends, and strategic recommendations to inform business decisions and drive continuous improvement.
- Translated complex operational data into clear, actionable reports for leadership, enabling informed strategic planning and resource allocation to meet evolving account demands.
Quality Analyst
Concentrix
Irbid
08.2024 - 05.2025
- Conducted rigorous offline and live chat case audits to meticulously monitor agent performance, ensuring adherence to quality standards and service level agreements.
- Performed in-depth data analysis of agent performance metrics, identifying trends, strengths, and areas for improvement.
- Provided constructive, actionable feedback and targeted coaching to agents, significantly contributing to their professional development and overall performance enhancement.
- Generated comprehensive performance reports for managers, offering clear insights into agent productivity, quality scores, and adherence to operational guidelines.
- Analyzed current account data to identify operational efficiencies and areas requiring strategic intervention, compiling detailed reports for upper management to inform decision-making and provide a holistic view of account health.
- Liaised effectively with clients to understand their specific requirements and expectations for customer support, translating these needs into actionable strategies for agents to deliver exceptional service to end-users.
User Support Agent
Concentrix
IRBID
01.2024 - 08.2024
- Provided comprehensive support to users by adeptly answering inquiries, resolving complex issues, and fulfilling diverse requests, ensuring high levels of customer satisfaction.
- Proactively identified, tracked, and documented user issues, meticulously analyzing root causes to develop and implement the most effective and efficient solutions.
- Guided users through troubleshooting steps, product features, and service processes, enhancing their overall experience and product understanding.
- Maintained accurate records of all customer interactions and resolutions, contributing to a robust knowledge base for future reference and continuous improvement.
Education
Bachelor of Science - Renewable Energy Engineering
Al-Albayt University
01-2022
Skills
- Performance analysis
- Team leadership
- Client communication
- Customer service
- Data reporting
- Process optimization
- Time management
- Excel automation
- Operational efficiency
- Customer support
- Data-driven insights
- Strategic planning
- Key performance indicators
- SOP adherence
- Problem-solving
Skills
- Excel shortcuts
- Pivot table creation
- Filtering data
Education and Training
other
Languages
5,C1
<Enter your own>
Timeline
Team Lead
Concentrix
06.2025 - Current
Quality Analyst
Concentrix
08.2024 - 05.2025
User Support Agent
Concentrix
01.2024 - 08.2024
Bachelor of Science - Renewable Energy Engineering
Al-Albayt University
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