Ayman Khalifeh
Country Manager
Amman,AM
Summary
Resourceful with expertise in new business development, financial reporting and profit and loss assessment. Exceptional communicator with first-rate problem-solving and negotiation skills. Recognized for delivering record-breaking revenue and profit gains within highly competitive markets.
Overview
15
15
years of professional experience
2
2
Languages
Work History
Country Manager
Floward
3 2021 - Current
- Collaborate with senior management on strategic initiatives
- Manage marketing and sales strategies, including brand recognition and awareness
- Maintain relationships with customers, retailers and suppliers
- Review and evaluate competitors
- Create and implement effective business plans
- Develop opportunities for expansion of business
- Manage Budgets.
Call Center Manager
PayBy
03.2020 - 03.2021
- Developing objectives for the call center’s day-to-day activities
- Conduct effective resource planning to maximize the productivity of resources (people, technology)
- Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
- Assume responsibility of budgeting and tracking expenses
- Hire, coach and provide training to personnel to maintain high customer service standards
- Monitor and improve ordering, telephone handling and other procedures
- Evaluate performance with key metrics (accuracy, call-waiting time etc.)
- Prepare reports for different departments or upper management.
Call Center Manager
HyperPay
11.2018 - 03.2020
- Hiring, training, coaching, and leading call center representatives as they provide support for customers
- Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
- Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees
- Assisting other management team members in identifying trends and establishing call center goals
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
- Authorizing replacements or refunds.
Operation Supervisor / Call center
Extensya
04.2018 - 11.2018
- Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products
- Ensuring agents understand and comply with all call center objectives, performance standards, and policies
- Identifying operational issues and suggesting possible improvements
- Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary
- Preparing reports and analyzing data to assist management as they determine call center goals.
Customer Care Supervisor
BCI (Samsung)
01.2017 - 04.2018
- Assisting in the formulation of targets for individuals and teams
- Hiring and onboarding new employees
- Answering questions from staff and providing guidance and feedback
- Anticipate escalation and take over calls when needed
- Measure performance with key metrics such as call abandonment, calls waiting etc
- Ensure adherence to policies for attendance, established procedures etc
- Prepare monthly/annual results and performance reports.
Customer Care Team leader
MarkaVIP
05.2012 - 01.2016
- Motivate, coach, inspire, train and direct the customer service team on the best ways and approach to relate to customers as they attend to their needs
- Assist management with hiring new customer service staff to the organization by evaluating prospective staff competence and capability in handling customer inquiries and needs
- Give detailed statistical feedback on performance of team members to the management for staff evaluation and reward purposes
- Observe performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their lose ends
- Also, take disciplinary measures against any team members whom is found wanting
- Delegate different customer service duties to team members to ensure a faster and smoother flow of operation through division of labor
- Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards.
On Floor Customer Service - Call Centre
Zain
05.2010 - 02.2011
Customer Service - Call Centre
Zain
05.2009 - 05.2010
Education
B.Sc. in Business Administration -
Amman Al Ahliyyah
Amman, JordanIT Stream Graduate - undefined
Al Manhal International School
Amman, JordanSkills
- Team Management
- Communication Skills
- Problem Solving
- Operational planning
- Recruiting
- Strategic Planning
- P&L Management
- Operations Management
- E-commerce strategy
- Budget Management
- Business Development
- Customer Relationship Management (CRM)
Personal Information
- Citizenship: Jordanian
- Date of Birth: 05/26/89
- Gender: Male
- Marital Status: Married
Timeline
Call Center Manager
PayBy
03.2020 - 03.2021
Call Center Manager
HyperPay
11.2018 - 03.2020
Operation Supervisor / Call center
Extensya
04.2018 - 11.2018
Customer Care Supervisor
BCI (Samsung)
01.2017 - 04.2018
Customer Care Team leader
MarkaVIP
05.2012 - 01.2016
On Floor Customer Service - Call Centre
Zain
05.2010 - 02.2011
Customer Service - Call Centre
Zain
05.2009 - 05.2010
Country Manager
Floward
3 2021 - Current
B.Sc. in Business Administration -
Amman Al Ahliyyah
IT Stream Graduate - undefined
Al Manhal International School
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