Dema Abulebbeh
Amman
Summary
A graduate in Software Engineering with experience and extensive education in software testing life cycle design and in the field of Testing, Quality Assurance and Control of Mobile Applications and Client-Server applications .
In addition managing high-stress situations, I significantly enhanced customer loyalty and repeat business as a Customer Service Representative at Umniah Mobile. Skilled in critical thinking and proficient in CRM software, I effectively resolved disputes, improving complaint resolution times, and mentored new hires, showcasing leadership and technical expertise.
Developed critical problem-solving and analytical skills in fast-paced software development environment. Proficient in quality assurance methodologies and familiar with various testing tools and techniques. Seeking to transition into new field where these transferrable skills can drive impactful results and contribute to team success.
Overview
1
1
Certification
Work History
Customer Service Representative
Umniah Mobile
09.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Improved resolution time with effective problem-solving for customer complaints.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Education
Bachelor - Software Engineering
Applied Science Univarsity
Amman07-2022
Skills
- Critical thinking
- Problem resolution
- Computer proficiency
- Microsoft Excel
- Technical support
- Quality control
- CRM software
- Code development
- Code debugging
- HTML and XML
- MySQL
- Agile
technical skills
- Programming languages: VB, C++, Basics of Web Development (HTML+JS+PHP+SQL), Java (For android development)
- software Engineering: Object oriented design, programming
- Distribution tools: Google play console and App Store Connect Design :use case diagram, sequence diagram, activity diagram and so on.
Certification
- QUALITY ASSURANCE MANUAL AND AUTOMATION
Princess Sumaya university [NOV-DEC 2023] 80 hours
with Abedalraheem Alsaqqa
- learn how to write test case and bug report automation
- testing using selenlium - java , appiumapi
- testing using postman and jira
- QUALITY ACCURANCE AND CONTROL
in Tuned Application [DEC 2022 -JAN 2023] 45 hours
with Mohammed Sallam
- Testing tools: Fiddler (Performance testing), Genymotion Android Emulator.
- Bug tracking and tracing: JIRA, bugzilla, trello, Logentries, fabric.
- Automation testing tools: Ghost Inspector
Languages
English
Full Professional
Arabic
Native or Bilingual
Timeline
Customer Service Representative
Umniah Mobile
09.2024 - Current
Bachelor - Software Engineering
Applied Science Univarsity
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