Hanadi Al-Noush
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Management Consultant
Freelancer
01.2020 - Current
- Revamped the Online Payment System through collaboration and integration of new technology 'Webhook,' optimized real-time data synchronization, and decrease complaints by 90%.
- Engineered a new operational system for 250 frontliners, creating user guidelines, training materials, and ensuring smooth adoption to improve front-line operations and customer experience.
- Developed and implemented Zain Cash Operating System, integrating it seamlessly with existing systems and reducing processing time by 30% to under an hour.
- Built a framework for managing legal complaints, automating processes, enhancing efficiency by 40%, and minimizing errors and fraud.
- Led the billing system migration, improving accuracy by 60%, accelerating processing times, and boosting customer satisfaction.
Customer Complaint Management Senior Professional
Zain HQ
06.2014 - 10.2024
- Enhanced end-to-end handling of customer complaints, reducing resolution duration by 25% and boosting satisfaction by 30%.
- Improved first-contact resolution rates by designing and implementing groundbreaking complaint management methods, resulting in a 35% improvement.
- Worked with diverse teams to identify complaint root causes, achieving a 20% reduction in recurring issues.
- Led and mentored complaint management teams, increasing performance by 20%.
Sales Support Professional
Zain HQ
06.2010 - 06.2014
- Partnered with sales teams to identify and capitalize on process optimization opportunities, reducing response times by 30% and enhancing overall service efficiency.
- Streamlined cross-functional workflows to improve order processing accuracy, minimizing errors by 10% and ensuring on-time product delivery.
- Engineered and implemented sophisticated tracking systems to bolster the accuracy and reliability of sales reporting, achieving a 15% enhancement in data integrity.
Acting Shop Manager (Retail)
Zain HQ
01.2007 - 06.2010
- Evaluated and optimized sales performance to develop and implement targeted strategies, derived to a 10% increase in product and service revenue while identifying and capitalizing on additional sales opportunities.
- Monitored and assessed customers' feedback to pinpoint service improvement opportunities, led to grow customer satisfaction levels and more effective service delivery.
- Supervised and coached employee performance, proactively addressing challenges to maintain high productivity and consistently meet 90% of operational targets.
Consumer Sales Consultant
Zain Shops
02.2001 - 01.2007
- Achieved 130% of monthly sales targets for GSM, services and BB lines by successfully identify customer needs and deliver product recommendations.
- Increased customer retention rates by 20% through personalized follow-up and delivering exceptional service.
- Achieved a 25% reduction in response time by implementing process optimization initiatives and system improvement, raised overall efficiency.
Education
Master's Degree - Marketing
University of Jordan
Jordan06-2009
Bachelor's Degree - Business Administration
University of Jordan
Jordan 06-2005
Skills
- Project Management
- Strategic Planning & Analysis
- Change Management
- Data Analysis & Forecasting
- Business Development
- Financial Analysis
- Conflict Resolution
- Quality Assurance Knowledge
- Negotiating Techniques
- Presentation and Reporting
- Legal and Regulatory Compliance
- Digital Transformation
- Adaptability
- Stakeholder & Client Relationship Management
- Technical Troubleshooting & Problem Solving
- Interpersonal & Emotional Intelligence Skills
- Collaborative Leadership & Team Building
Certification
- Six Sigma – Black Belt | Patrons
- Certified Management Consultant | Seedhub
- International Trainer | CIPT
- Project Management Professional (PMP)| LinkedIn & Seedhub
- Use of Modern Teaching Methods and Educational Technology in Teaching and Learning for Practicing Academic Profession| Jordan University
- Innovation Full Course | LinkedIn
- Financial Accounting for Strategic Decision Making | DEIU
- Mini MBA | Genome
- Understanding the Economic Environment | DEIU
- Business Analysis | Genome
- Work Smarter, Not Harder: Time Management for Personal & Professional | Coursera
- Cross Selling and Up Selling | Skill Booster
- Effective Communication: Writing, Design, and Presentation Specialization | Coursera
- Customer Centricity as Competitive Advantage
Awards
- Learner of the Year Award, 2019, Earned for demonstrating a strong commitment to continuous learning and professional development.
- Zain Ma SAWET Prize, 2018, Awarded for designing innovative policies and procedures for Zain Cash, enhancing operational efficiency.
- Innovator of the Year, 2015, Acknowledged for creating a new system to monitor and report coverage issues, improving service reliability.
- Zain Ma SAWET Prize, 2014, Recognized for sharing the MIPS migration process, ensuring a seamless transition and enhanced system performance.
- Award for Child Growth Program, Supporting Psychological Well-being Contribution to Zain's Program, fostering healthy psychological development in children and promoting mental health practices for families.
Timeline
Management Consultant
Freelancer
01.2020 - Current
Customer Complaint Management Senior Professional
Zain HQ
06.2014 - 10.2024
Sales Support Professional
Zain HQ
06.2010 - 06.2014
Acting Shop Manager (Retail)
Zain HQ
01.2007 - 06.2010
Consumer Sales Consultant
Zain Shops
02.2001 - 01.2007
Master's Degree - Marketing
University of Jordan
Bachelor's Degree - Business Administration
University of Jordan