Ahmad AbdulElah Al-Waqfi
Amman,AM
Summary
Professional with over 13 years of experience in operations and customer service, specializing in enhancing service quality,streamlining processes, and leading customer-focused initiatives. Have a proven track record in improving operational efficiency, customer satisfaction, and complaint resolution through effective team leadership, process automation, and cross-departmental collaboration. Proficient in Power BI and advanced Excel, with beginner-level skills in Python, and a strong background in marketing and sales. Currently pursuing studies in Digital Transformation, eager to leverage the experience and skills in a challenging operations role to drive success and efficiency in any organization will join.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Operation Excellence Senior Professional
Zain Telecommunications
12.2023 - Current
- Led a customer service operations team to achieve a 20% improvement in customer satisfaction
- Implemented process improvements resulting in a reduction in customer complaints of 35%
- Launched an initiative to track and assess call metrics daily, leading to actionable insights that reduced the volume of long calls by 40%
- Workforce management for over 100 call center agents and operations team members daily
- Dashboards to provide key operational insights, including call center KPIs and frequent subscriber inquiries
- Optimized IVR and live chat channels, achieving 80-85% utilization through improved menu options
- Automated over 10 daily, weekly, and monthly reports, transitioning from manual to digital processes
- Provided support to other departments (Help Desk, marketing, Mobile money services)
- Launched a multi-channel outbound strategy, sending over 1,500 personalized outreach messages weekly, enhancing brand visibility and customer interaction.
Operation Excellence Senior
Zain Telecommunications
12.2019 - 12.2023
- Managed cross-functional teams to improve operational efficiency by 15%
- Leading the development of new contact channels for approximately 5,000 online/digital users daily
- Standardized tools for the quality team and call center agents, reducing incorrect call evaluations by 25%
- Improved service quality by boosting behavior and knowledge scores
- Boosted monthly collection rates from both consumer and corporate customers by 10%
- Transformation and automation of approximately 11 commercial support operations.
Operation Professional
Zain Telecommunications
04.2017 - 12.2019
- Achieved the contact center service KPIs level 80% overall
- Supporting credit and Sales teams for customers financial cases for around 40 tasks daily
- More than 30 One to one sessions for enhancing agents' knowledge and quality base weekly
- Developed and implemented training programs
- Coaching the teams on business etiquette, stress management and self-confidence
- Contributed to products simulation, feedback, and visualization.
Operation Team Member
Zain Telecommunications
04.2013 - 04.2017
- New Tool, which helps employees access information by selecting specific keywords to provide directanswers
- Monitored contact center performance, inactive status, long calls and agent performance
- Handled more customers by enhancing the answer rate by 10% through the development of new skills
- New system for profiling overall customer feedback.
Customer Service Representative
Zain Telecommunications
01.2013 - 04.2013
- Participated in workshops and training sessions to improve personal skills
- Collaborated with other departments to resolve customer issues promptly
- Utilized CRM systems to track customer interactions and solutions provided
- Handled customer calls, providing timely responses to queries or concerns
- Marketed and sold telecommunication products.
Marketing and Sales Manager
Glory
09.2010 - 12.2010
- For advertising and marketing, Jordan, Led marketing campaigns that pushed brand visibility and sales by 20%
- Built client relations, contributing revenue growth
- Grow the client base from 75 to 120 subscribers.
Education
Master - digital transformation
IE University
Spain06.2026
Bachelor's degree - marketing
University of Jordan
Amman06.2010
Skills
Technical skills
- Power BI – Intermediate
- Excel – Intermediate
- Operation Management – Advance
- Python Programming - Beginner
Soft skills
- Teamwork and Collaboration
- Friendly, Positive Attitude
- Customer Service, problem-solving and attention to details
- Time Management and Multitasking
- Excellent Communication
- Organizational Skills
- Flexible and Adaptable
- Decision-Making and critical thinking
- Customer Relations
Certification
- Handling difficult and angry customers April 2012
- Vital people management skills for Team leaders and supervisors April 2013
- Excel Training – basic and advance May 2013
- Managing at Zain – 1 and 2 August 2014
- Python fundamentals October 2023
- Presentation skills August 2018
- Train the trainer February 2019
- Power BI January 2022
- Multiple star awards
- Multiple team building awards
- Live chat for business websites and keyboarding skills August 2016
- First Aid certificates
- Paint your future training: 2013 - 2020
- Positive thinking
- Business etiquette
- Team building
- Assertiveness and self confidence
- Stress management and Generation Gaps
Languages
Arabic: Native
English: Fluent
Self Learning
E-commerce and digital Marketing
Data Science
Financial Markets
Artificial Intelligence
Occupational Health, Safety
References
ZainJo Head Quarter
Amer Shawish: 00962795516806
Muath Kaabneh: 00962797960339
Timeline
Customer Service Operation Excellence Senior Professional
Zain Telecommunications
12.2023 - Current
Operation Excellence Senior
Zain Telecommunications
12.2019 - 12.2023
Operation Professional
Zain Telecommunications
04.2017 - 12.2019
Operation Team Member
Zain Telecommunications
04.2013 - 04.2017
Customer Service Representative
Zain Telecommunications
01.2013 - 04.2013
Marketing and Sales Manager
Glory
09.2010 - 12.2010
Master - digital transformation
IE University
Bachelor's degree - marketing
University of Jordan
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