HEBA ALNIMER
Amman
Summary
Detail-oriented and motivated professional with a strong background in customer service, logistics, and translation, now pursuing a career in Human Resources. Skilled in employee communication, documentation management, and process coordination. Holds a Diploma in Human Resources and demonstrates exceptional organizational, interpersonal, and problem-solving abilities. Committed to supporting HR operations and fostering a positive work environment.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Adviser
Concentrix
08.2025 - Current
- CRM systems (Salesforce, Zendesk, Freshdesk, etc.)
- Meeting and exceeding KPI targets (AHT, CSAT, FCR).
- Resolved customer inquiries through various communication channels, ensuring high satisfaction levels.
- Utilized CRM software to track and manage customer interactions efficiently.
- Educated customers on product features, troubleshooting issues effectively to minimize downtime.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Collaborated with team members to create effective strategies for improving overall customer experience.
Operations Assistant - CML
UPS Authenticator Service Logistics
04.2025 - 07.2025
- Monitored shipment status and ensured timely resolution of logistics issues.
- Prepared and managed export documentation, including invoices and bills of lading.
- Coordinated with customs and freight forwarders, demonstrating organizational and multitasking abilities valuable for HR operations.
Customer Service Representative
Crystal
03.2024 - 04.2025
- Managed inbound and outbound calls related to Hamad General Hospital (Line 10600).
- Scheduled, rescheduled, and canceled patient appointments, maintaining data accuracy.
- Ensured adherence to communication protocols and patient confidentiality.
- Assisted in process coordination between departments to enhance client satisfaction.
Customer Service Executive
BITOASIS
03.2022 - 05.2023
- Handled client transactions and validated KYC documents with attention to compliance.
- Maintained accurate records and ensured secure management of client data.
- Developed strong communication skills through handling complex inquiries.
Trainer
Okour Center for Translation and Training
01.2021 - 03.2022
- Provided training and mentorship to students in translation and subtitling programs.
- Developed and evaluated training materials
Education
Bachelor of Arts - Translation
Yarmouk University
IrbidSkills
- HR Administration & Documentation
- Recruitment & Onboarding Support
- HRIS & Data Entry
- Employee Communication
- Confidential Record Management
- Customer Service & Relationship Building
- Problem Solving & Team Collaboration
- Microsoft Office & Google Workspace
- Logistics coordination
- Training and development
- Microsoft Office Suite
Certification
- Strategic HRM | HR Generalist: Certified HR Professional.
- CIPD Level 3 Certification | Professional HR Certification
- Social Entrepreneurship Skills for Youth and Women
- Training: Women in Political Life in Jordan
- Diploma in English Language and Literature
Languages
Arabic – Native
English
Timeline
Customer Service Adviser
Concentrix
08.2025 - Current
Operations Assistant - CML
UPS Authenticator Service Logistics
04.2025 - 07.2025
Customer Service Representative
Crystal
03.2024 - 04.2025
Customer Service Executive
BITOASIS
03.2022 - 05.2023
Trainer
Okour Center for Translation and Training
01.2021 - 03.2022
Bachelor of Arts - Translation
Yarmouk University