Fayrouz Hamdan
Amman,AM
Summary
Proactive and results-oriented professional Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Proactive and results-oriented with a strong customer service background team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
10
10
years of professional experience
Work History
Performance Analysis Team Leader
APG Ecommerce
10.2022 - Current
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Mentored and guided employees to foster proper completion of assigned duties.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Overseeing data collection and analysis for different projects and objectives.
- Identifying performance issues and opportunities for improvement and collaborate with other departments to implement the performance enhancements.
Senior Performance Analyst
APG Ecommerce
03.2020 - 09.2022
- Produced detailed reports crucial for informed business decisions.
- Recommended operational improvements based on performance data analysis.
- Conducted coaching sessions to enhance team quality and productivity.
- Distributed tasks among team members, ensuring timely submissions.
- Developed customized performance metrics, enabling accurate reporting on key performance indicators.
International Business Continuity Executive
APG Ecommerce
07.2018 - 02.2020
- Collaborated with the reporting team to enhance operations and customer service.
- Generated reports measuring service levels and identifying process problems.
- Delivered business requirements for APG customers, maintaining promised service levels.
- Conducted advanced Excel workshops for improved efficiency.
- Led a business communication skills workshop for the Amman office.
Customer Service Representative
Aramex
08.2017 - 06.2018
- Provided primary support to JFK operation department.
- Cleared on-hold shipments and addressed destination queries.
- Ensured accurate shipment delivery and managed logistical tasks for shop and ship service.
- Conducted training sessions for team improvement
Contact Center Representative
Aramex
03.2016 - 08.2017
- Managed inbound and outbound calls, resolving customer inquiries and gathering information.
- Handled escalated complaints by the agents and provided extra support for the customers which required collaborating with teams across the company to resolve the customer's complaints.
- Assigned as an acting team leader in the absence of team leaders for 5 teams.
- Collaborated with quality control team to conduct the necessary training session for the agents.
Customer Service Representative
Samsung Regional Office
06.2014 - 02.2016
- Provided primary customer support to internal and external customers.
- Addressed customer needs and concerns, resolving issues promptly.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled the remote management service by Samsung to solve the technical issues that the customers were facing remotely which resulted in increasing the customer satisfaction levels.
- Attended a technical training session in Dubai provided by Samsung best technicians to insure higher efficiency in solving the customers complaints.
Education
No Degree - Advanced Excel
Jordanian Engineers Association
Amman06.2019
Bachelor of Science - Chemical Engineering
Jordan University
Amman06.2013
No Degree - Occupational Health And Safety Certificate Holder
Jordanian Engineers Association
Amman02.2012
Skills
- Work Planning and Prioritization
- Problem-Solving
- Coaching and Mentoring
- Performance Evaluations
- SMART goals
- Analytical Thinking
- Data Analysis
- Documentation And Reporting
- Critical Thinking
- Microsoft Office
- Data Management
- Goals Oriented
Languages
Arabic
Native language
English
Advanced
C1
Timeline
Performance Analysis Team Leader
APG Ecommerce
10.2022 - Current
Senior Performance Analyst
APG Ecommerce
03.2020 - 09.2022
International Business Continuity Executive
APG Ecommerce
07.2018 - 02.2020
Customer Service Representative
Aramex
08.2017 - 06.2018
Contact Center Representative
Aramex
03.2016 - 08.2017
Customer Service Representative
Samsung Regional Office
06.2014 - 02.2016
No Degree - Advanced Excel
Jordanian Engineers Association
Bachelor of Science - Chemical Engineering
Jordan University
No Degree - Occupational Health And Safety Certificate Holder
Jordanian Engineers Association
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