Mohammad Al-Majali
Amman
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
7
7
years of professional experience
Work History
Project Manager/ Customer Service Manager
Smartbound For Management Services
01.2024 - Current
- Established and managed the Customer Service department for a key client, overseeing a team of 4 agents.
- Developed and wrote the business proposal and contract, securing client approval and project initiation.
- Led the hiring process, including interviewing and selecting qualified candidates for the CS team.
- Designed and implemented training programs for new hires, ensuring high levels of competency and performance.
- Conducted regular quality assurance checks to maintain service standards and improve customer satisfaction.
- Prepared detailed reports on department performance, providing insights and recommendations to senior management.
- Managed day-to-day operations, including scheduling, task delegation, and conflict resolution.
Customer Service Quality Assurance Lead
Shipa Delivery
11.2022 - Current
- Led the Quality Assurance (QA) team for the customer service department, consistently maintaining customer satisfaction rates above 85%.
- Overhauled training manuals and processes, enhancing the effectiveness of training programs.
- Streamlined QA team workflows, maximizing quality coach occupancy to increase the number of evaluations while allowing time for other essential tasks.
- Optimized agent workflows to increase efficiency and productivity.
- Evaluated and implemented new systems and chatbots to support customer service operations.
- Provided agents with clear feedback on mistakes and guidance on how to improve.
- Developed and implemented targeted training programs to address key weaknesses, supporting both professional and personal development.
- Created detailed quality-specific reports for management, highlighting team performance and key weaknesses, and outlined action plans to address and improve these areas.
Senior Customer Service Representative
Shipa Delivery
05.2020 - 11.2022
- Managed on-floor task distribution, ensuring targets were met and service levels maintained for all interactions.
- Created and managed weekly schedules for over 60 employees, optimizing workforce efficiency.
- Handled agent inquiries and provided support for interactions with customers, including managing escalated calls.
- Ensured smooth workflow and operations, addressing any issues promptly.
- Prepared and analyzed performance reports for individual agents and the department as a whole.
- Tracked departmental financial performance through detailed reporting and data analysis.
Customer Service Representative
Shipa Delivery
04.2018 - 05.2020
- Handled diverse customer interactions across multiple communication channels, including chat, email, and inbound/outbound calls.
- Managed specialized merchant accounts, adhering to specific processes to ensure high levels of satisfaction.
- Maintained exceptional quality and performance, consistently ranking among the top agents and receiving multiple top performer bonuses.
- Ensured punctual attendance and prioritized critical tasks to maintain efficiency and effectiveness.
- Provided high-quality support to merchants and customers, resolving issues promptly and professionally.
Education
High School Diploma -
Prince Mohammad Secondary School
Zarqa, JordanSkills
- Project management
- Strategic planning
- Schedule management
- Processes and procedures
- Staff training and development
- Customer service
- Workforce management
- Problem-solving
- Adaptability and flexibility
- Decision-making
- Team leadership
Languages
Arabic
Native language
English
Proficient
C2
Timeline
Project Manager/ Customer Service Manager
Smartbound For Management Services
01.2024 - Current
Customer Service Quality Assurance Lead
Shipa Delivery
11.2022 - Current
Senior Customer Service Representative
Shipa Delivery
05.2020 - 11.2022
Customer Service Representative
Shipa Delivery
04.2018 - 05.2020
High School Diploma -
Prince Mohammad Secondary School
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