Summary
Overview
Work History
Education
Skills
Timeline
Generic

Hasan Ghanayem

Summary

Leveraging experience in engineering and business, I excel at building strong client relationships and delivering results. Skilled in project management, data analysis, and communication, I ensure efficient execution and exceed client expectations.

Overview

7
7
years of professional experience

Work History

Customer service advisor

Webhelp
07.2023 - Current
  • Achieved top performance by consistently exceeded customer satisfaction (CSAT), Average Call Handling Time (ACHT), and quality score benchmarks, demonstrating a commitment to delivering exceptional customer experiences.
  • Enhanced order status resolution by simplified the Standard Operating Procedure (SOP) for order status inquiries by creating a user-friendly "if-then" action guide. This improved the agents understanding and accuracy, leading to faster and more consistent customer support.
  • Developed and implemented comprehensive live chat scripts (Arabic and English) approved by Quality Assurance. These scripts streamlined agent communication, leading to a 50% decrease in Average Handling Time and faster resolution times for all team members.
  • Championed new agent success by providing comprehensive floor and online support for new agents, including shadowing sessions. This proactive approach ensured smooth onboarding and accelerated their ability to provide exceptional customer service.
  • Utilized CRM tools to document customer interactions, track issues, and contribute to the development of a comprehensive knowledge base.

Call centre representative

Extensya
10.2022 - 07.2023
  • Proactive problem-solving by Identified recurring customer issues and collaborated with internal teams to develop solutions, leading to improved customer experience and reduced call volume.
  • Utilized CRM data to identify trends and customer pain points, providing insights to Customer Success team for process improvement and targeted customer outreach initiatives.
  • Effectively defused escalated customer situations through active listening, empathy, and clear communication, minimizing negative impacts and maintaining high customer satisfaction.

Site Civil Engineer

Freelancer
12.2021 - 09.2022
  • Successfully delivered two residential chalet projects and led the planning, design, and coordination of an 8-story commercial complex. In these projects, I effectively managed client expectations throughout all phases, ensuring projects were completed within budget and timeframe.

Felid Supervision

JUHUD
10.2020 - 07.2021
  • Conducted extensive market research, contacting and collaborating with numerous business owners, to secure over 200 training opportunities for our candidates.
  • Ensured ongoing commitment by following up with all 200 candidates, addressing their concerns, and keeping them motivated throughout the training program.
  • Tracked the progress and outcomes of all 200 candidates, including their commitment to learning and skill development.
  • Prepared comprehensive reports for management detailing the results of the training program for all 200 candidates.
  • Leveraged data collected from the progress and outcomes of all 200 candidates to identify areas for improvement within the training program.


Maintenance Engineer

Freelancer
01.2020 - 10.2020


  • Oversaw and managed maintenance projects for a diverse portfolio of 30 schools, ensuring optimal functionality and safety across all facilities.
  • Developed and implemented comprehensive maintenance plans for 30 schools, effectively coordinating teams and resources to meet project timelines.
  • Maintained a strong focus on cost-effectiveness by optimizing resources and budgets for maintenance projects across 30 schools.


Supervision Engineer

Najma
01.2018 - 01.2020
  • Led the training for 80 non-skilled participants, equipping them with valuable maintenance crafts skills, and ultimately contributing to their employability.
  • Consistently managed maintenance projects for four schools per month. This involved efficient planning, coordination, and resource allocation to ensure timely completion for all clients.
  • Provided comprehensive training in both labor market skills and soft skills for 80 participants. This demonstrates your understanding of the importance of developing well-rounded individuals, translating to client value by creating a more skilled and adaptable workforce.
  • Regularly generated detailed reports outlining project progress, training outcomes, and key metrics. This showcases your commitment to transparency and accountability, ensuring clients are kept informed and understand the value delivered.


Resident Engineer

Engineering Offices
01.2017 - 06.2018
  • Roken Al-Torba Engineering Office.
  • Eng.Salah AlKhateeb Engineering Office.
  • Zurik housing company.

Education

Bachelor of Civil Engineering

Al Al-Bayt University

Skills

  • People Management & Leadership
  • CRM
  • Communication skills
  • Microsoft Office Suite
  • Project Management
  • Data Utilization and Reporting
  • Attention to details
  • Time Management
  • Problem Solving
  • Strategic Decision Making
  • Customer Satisfaction Enhancement
  • Critical Thinking
  • Presentation Skills

Timeline

Customer service advisor

Webhelp
07.2023 - Current

Call centre representative

Extensya
10.2022 - 07.2023

Site Civil Engineer

Freelancer
12.2021 - 09.2022

Felid Supervision

JUHUD
10.2020 - 07.2021

Maintenance Engineer

Freelancer
01.2020 - 10.2020

Supervision Engineer

Najma
01.2018 - 01.2020

Resident Engineer

Engineering Offices
01.2017 - 06.2018

Bachelor of Civil Engineering

Al Al-Bayt University

Similar Profiles

CREATE PROFILE
Hasan Ghanayem