Dina Alsharif
Amman
Summary
Seeking a challenging role in a reputable company to apply academic background and theoretical knowledge to practical situations. Excited to leverage skills and qualifications to enhance capabilities and contribute to organizational success in a dynamic environment for personal and professional growth and industry impact.
Overview
6
6
years of professional experience
Work History
Contact Center Team Leader
Aramex International
05.2025 - Current
- Supervised 20+ call center agents in providing excellent customer service.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Responded proactively and positively to rapid change.
- Sought ways to improve processes and services provided.
Assistant Team Leader
Aramex International
01.2024 - 05.2025
- Encouraged and motivated teams to deliver to assigned business standards, ensuring consistent service provisions.
- Communicated daily tasks clearly with colleagues, aiding timely, quality completion for smooth business operations.
- Worked with tireless energy and enthusiasm, approaching tasks with a can-do attitude for improved workplace morale.
- Coached and mentored 15+ agents, leading by example in providing faultless customer care.
Quality Assurance Executive
Aramex International
12.2020 - 01.2024
- Analyzed and investigated complaints or reported quality issues.
- Provide training and support to the quality assurance team on systems, policies, procedures, and core processes.
- Conducted 35+ audits and evaluations for all customer service teams.
- Monitored and reported consumer complaints, highlighting trends and triggering action plans for immediate response.
- Performed thorough quality investigations, identifying key development strategies, and supporting idea implementation.
Customer Service Executive
Aramex International
03.2021 - 12.2021
- Provided technical support to 80+ customers who use the company's product, replying to queries.
- Ensured customers remain satisfied with the service provided.
- Maintained excellent service standards, going above and beyond to ensure customer satisfaction and retention.
Corporate Social Media Executive
Aramex International
05.2020 - 03.2021
- Communicated with 150+ followers, responding to comments and queries timely in brand style and tone.
- Demonstrated excellent time management skills, prioritizing, and coordinating multiple open cases at once.
Contact Center Executive
Aramex International
08.2019 - 05.2020
- Comprehensive knowledge of the company and country rules and system.
- Handling high-priority customers.
- Handling and resolving 100+ customer's inquiries and issues.
Education
English Language and Translation -
Applied Science Private University
Jordan06.2019
Secondary School -
First Secondary School - Scientific Branch
Saudi Arabia06.2015
Skills
- Strong verbal and written communication
- Proficient in computer applications
- Logical evaluation
- Leadership abilities
- Team leadership
Languages
Arabic
Bilingual or Proficient (C2)
English
Upper intermediate (B2)
Volunteering And Internship
- Platinum Company, 01/2019, Consecutive Translator
- Applied Science Private University, 09/2018, Translator (Consecutive, and written)
- Katie's Reader, 10/2017, English Teacher
Timeline
Contact Center Team Leader
Aramex International
05.2025 - Current
Assistant Team Leader
Aramex International
01.2024 - 05.2025
Customer Service Executive
Aramex International
03.2021 - 12.2021
Quality Assurance Executive
Aramex International
12.2020 - 01.2024
Corporate Social Media Executive
Aramex International
05.2020 - 03.2021
Contact Center Executive
Aramex International
08.2019 - 05.2020
English Language and Translation -
Applied Science Private University
Secondary School -
First Secondary School - Scientific Branch
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