Amer Hayek
Team Lead
Amman
Summary
Dynamic Team Leader with extensive experience in conflict resolution and customer service. Known for strong active listening and emotional intelligence, contributing to improved service delivery and customer loyalty through effective training and team performance management.
Overview
7
7
years of professional experience
Work History
Resolution Specialist / SME / Team Leader
CSmena
Amman
01.2024 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Collaborated with teams to streamline processes and improve service delivery.
- Developed training materials for new staff on resolution protocols and systems.
- Facilitated weekly team meetings to discuss performance and set goals.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Analyzed customer feedback to identify trends and recommend improvements.
- Facilitated conflict resolution between customers and service teams professionally.
- Assisted in implementing new strategies to enhance customer satisfaction levels.
- Identified root causes of customer concerns, tracked resolution process steps, and documented all actions taken.
- Ensured compliance with applicable laws and regulations during the resolution process.
- Monitored team performance to ensure adherence to quality standards.
- Coordinated schedules to ensure adequate coverage during peak hours.
- Managed daily operations of the team including scheduling shifts, assigning tasks.
- Coordinated and supervised customer service team in order to ensure quality service delivery.
- Provided training and guidance to customer service representatives on policies, procedures, and best practices.
- Enforced compliance with company standards related to safety, security, quality assurance.
Customer Service Associate
Amazon
Amman
08.2023 - 12.2023
- Resolved customer issues by utilizing effective communication and problem-solving skills, ensuring satisfactory outcomes.
- Handled escalated complaints with professionalism and empathy, fostering customer trust and loyalty.
- Assisted customers with returns, exchanges, and refunds.
- Processed customer orders and returns efficiently using proprietary systems.
- Assisted customers with inquiries and product information.
- Supported customer service goals and enhanced relations by providing friendly, knowledgeable, and positive communication.
FOH Supervisor
Al-Ehsan Bakery
Amman
11.2018 - 05.2023
- Supervised front-of-house staff to deliver exceptional customer service and enhance guest experiences.
- Trained new employees on service standards and company procedures to promote consistency and quality.
- Scheduled staff shifts to optimize coverage during peak hours.
- Resolved customer complaints promptly to enhance satisfaction levels.
- Monitored cleanliness and organization of dining areas for a welcoming environment.
- Coordinated daily operations to maintain a smooth workflow in the bakery.
- Managed inventory levels and restocked supplies to maintain operational efficiency and minimize disruptions.
Education
Diploma - Automotive Engineering
Wadi Al Seer Training College | UNRWA
Amman07-2021
Skills
- Customer resolution
- Conflict management
- Team coordination
- Data analysis
- Leadership skills
- Active listening
- Professional ethics
- Decision-making
- Emotional intelligence
- Ethical judgment
- Task prioritization
- Multitasking
- Self motivation
Languages
English
Proficient (C2)
C2
Arabic
Native
Native
Accomplishments
Top Performer Award (2024) — Consistently exceeded performance targets for five consecutive months
References
References available upon request.
Timeline
Resolution Specialist / SME / Team Leader
CSmena
01.2024 - Current
Customer Service Associate
Amazon
08.2023 - 12.2023
FOH Supervisor
Al-Ehsan Bakery
11.2018 - 05.2023
Diploma - Automotive Engineering
Wadi Al Seer Training College | UNRWA