Ahmad Dawwas
Amman/Jordan,AM
Summary
Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations.
Overview
4
4
years of professional experience
2021
2021
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
IOS Senior Technical Support Advisor
Concentrix
02.2024 - Current
- Conducted regular reviews of support metrics, identifying areas for improvement and implementing necessary changes.
- Increased customer satisfaction by resolving complex technical issues promptly and efficiently.
- Developed comprehensive knowledge base articles, reducing repeat customer inquiries and improving self-service options.
- Maintained strong relationships with key accounts by providing exceptional technical support services tailored to their specific needs.
Customer Service Representative
CSmena
02.2023 - 08.2023
- Provided customer service to clients via phone, email, and chat
- Upheld quality control policies and procedures to increase customer satisfaction.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Customer Service Associate
Amazon
09.2022 - 01.2023
- Provided customer support for Amazon products and services
- Addressed inquiries, resolved customer issues, and managed customer relations.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
Integration & L2 Operation Specialist
Methaq
08.2021 - 08.2022
- Identified and resolved integration issues and operational inefficiencies.
- Monitored operations and reviewed records and metrics to understand company performance.
- Created detailed reports summarizing departmental activities, outlining successes and failures.
Education
Bachelor in Software Engineering -
Al_Balqa Applied University
As'Salt/JordanSkills
Customer Service
Desktop support
Technical issues analysis
Technical documents comprehension
Application support
Problem-Solving
Excellent Communication
Decision-Making
Teamwork and Collaboration
Planning and Coordination
Organization and Time Management
Flexible and Adaptable
Self-Motivated
Active Listening
Written Communication
Multitasking Abilities
Good Telephone Etiquette
Critical Thinking
Analytical and Critical Thinking
Certification
Python Programming Language Course Certification
Timeline
IOS Senior Technical Support Advisor
Concentrix
02.2024 - Current
Customer Service Representative
CSmena
02.2023 - 08.2023
Customer Service Associate
Amazon
09.2022 - 01.2023
Integration & L2 Operation Specialist
Methaq
08.2021 - 08.2022
Bachelor in Software Engineering -
Al_Balqa Applied University