Hasan Ghanayem
Civil Engineer
Amman
Summary
Results-driven professional with 8 years of diverse experience in customer service, engineering, and team leadership. Enhances team performance, drives process improvements, and achieves outstanding outcomes. Skilled mentor who resolves conflicts and aligns collective efforts with organizational objectives. Proficient in leadership, strategic planning, problem-solving, and fostering a collaborative work environment.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
4
4
Languages
Work History
Customer Service Advisor
Concentrix
07.2023 - Current
- Delivered exceptional customer service across multiple channels, achieving high satisfaction and resolution rates through effective communication and problem-solving skills
- Designed performance improvement plans for team members, boosting team productivity and engagement by leveraging coaching and mentoring techniques
- Created detailed customer issue reports with actionable solutions, streamlining problem resolution through analytical thinking and attention to detail
- Published comprehensive scripts in Arabic and English to standardize customer communication, improving response efficiency by 95% and ensuring consistency in service delivery
Customer Service Advisor
Extensya
10.2022 - 07.2023
- Managed customer inquiries, achieving consistent WOW call awards for exceptional service, showcasing strong customer focus and interpersonal skills
- Assisted training and quality teams by coaching new hires and underperforming agents, enhancing team performance and motivation
- Collaborated with clients to refine SOPs based on customer insights, driving innovation and process improvement
Event Assistant
JoWomenomics
09.2021 - 11.2021
- Coordinated a major event at the W Hotel, managing logistics and participant communications with excellent time management and collaboration skills
- Screened applicants and supported project participants post-event, ensuring project success through interpersonal and organizational skills
Field Supervisor
Jordanian Hashemite Fund for Human Development (JOHUD)
10.2020 - 07.2021
- Oversaw a workforce of 200 trainees and 70 business owners, achieving an 85% employment success rate post-training through effective delegation and goal setting
- Conducted market studies, led interviews, and developed tailored training programs, highlighting strategic planning and adaptability
- Delivered workshops on life and professional skills, fostering career readiness through training and development
- Generated comprehensive progress reports to improve project outcomes, utilizing reporting and documentation skills
Site Engineer (Field Supervisor)
JOHUD
01.2018 - 01.2020
- Directed the maintenance and rehabilitation of 145 government schools, managing a team of 80 trainees with strong leadership and organizational skills
- Delivered technical training in carpentry, electrical work, and plumbing, ensuring high-quality project completion through coaching and mentoring
- Achieved a 5% material loss rate through efficient resource management and analytical thinking
- Facilitated trainee career growth, with participants earning international recognition for post-training projects, showcasing innovation and adaptability
Site Engineer
Rokon Al-Torbah Engineering Office
01.2018 - 06.2018
- Supervised the construction of a 3,000 m² commercial building, ensuring compliance with Jordanian safety codes through attention to detail and accountability
- Implemented structural corrections to ensure project safety, demonstrating strong decision-making and problem-solving abilities
Sales Engineer
Hisham and Ismail Hassouna
03.2016 - 04.2016
- Exceeded monthly sales targets by 400% through targeted outreach and database development, highlighting goal setting and achievement
- Proposed innovative product solutions, driving new revenue streams and reducing material loss by 50%, showcasing analytical thinking and customer focus
Education
Bachelor of Science - Civil Engineering
Al Albayet University
Jordan-Almafraq 01.2011 - 01.2016
Skills
- Leadership & Team Management: Leadership, People Management, Team Building, Coaching, Mentoring, Delegation, Motivation, Team supervision, Teamwork and collaboration, Work planning, Team motivation
- Communication & Collaboration: Verbal & Written Communication, Conflict Resolution, Interpersonal Skills, Customer Focus, Collaboration & Teamwork
- Strategic & Analytical Thinking: Decision-Making, Problem-Solving, Strategic Planning, Analytical Thinking, Goal Setting, Organizational Skills
- Project & Performance Management: Project Management, Performance Monitoring & Evaluation, KPI Analysis, Training & Development, Process Improvement
- Time & Stress Management: Time Management, Adaptability & Flexibility, Stress Management, Attention to Detail
- Technology & Documentation: CRM & Team Management Tools, Reporting & Documentation, Accountability & Responsibility
- Retail and sales: Retail store support, Retail analytics, Retail support, Retail management experience, Product sales, Customer service, Sales development, Customer needs assessment
Certification
Building Design Using ETABS, 09/01/15
Accomplishments
- Increased team productivity by implementing tailored training programs, leveraging coaching and mentoring techniques.
- Achieved 95% customer inquiry resolution through standardized scripting and performance monitoring.
- Spearheaded workforce training programs with an 85% employment success rate, showcasing leadership and accountability.
- Successfully rehabilitated 145 schools within strict budgets and timelines through strategic planning and adaptability.
- Recognized for exceptional customer service with multiple WOW call awards, demonstrating strong interpersonal and communication skills.
Timeline
Customer Service Advisor
Concentrix
07.2023 - Current
Customer Service Advisor
Extensya
10.2022 - 07.2023
Event Assistant
JoWomenomics
09.2021 - 11.2021
Field Supervisor
Jordanian Hashemite Fund for Human Development (JOHUD)
10.2020 - 07.2021
Site Engineer (Field Supervisor)
JOHUD
01.2018 - 01.2020
Site Engineer
Rokon Al-Torbah Engineering Office
01.2018 - 06.2018
Sales Engineer
Hisham and Ismail Hassouna
03.2016 - 04.2016
Bachelor of Science - Civil Engineering
Al Albayet University
01.2011 - 01.2016
Building Design Using ETABS, 09/01/15
Primavera P6 Project Management, 10/01/15
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