Osama Hamad
Summary
Offering strong communication skills and natural ability to connect with people, eager to learn and develop in aviation environment. Brings understanding of hospitality and customer service principles, ready to use and develop conflict resolution and multitasking skills in a client facing role.
Overview
4
4
years of professional experience
Work History
Cabin Crew Member
Royal Jordanian
Amman, Jordan
10.2025 - Current
- Currently undergoing Cabin Crew Training with Royal Jordanian Airlines.
Team Lead - Customer Experience
Clarity Debt Resolution
Amman, Jordan
11.2024 - 09.2025
- Supported over 15 representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed 20+ escalated customer concerns promptly daily, ensuring satisfactory resolutions while preserving long-term relationships.
- Managed high-performing customer service team, by achieving over 92% satisfaction rate.
- Reviewed customer survey results periodically to identify patterns of dissatisfaction and address them proactively within the team.
Customer Service Representative
Clarity Debt Resolution
Amman, Jordan
01.2024 - 11.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Demonstrated strong empathy while handling customer complaints, leading to a 30% decrease in escalations.
- Utilized active listening skills to understand customer needs, resulting in a 25% increase in customer satisfaction scores.
- Consistently displayed a positive attitude, contributing to a 15% increase in team morale.
Translator and Research Assistant
AMED Studies
San Francisco (Remote)
06.2022 - 01.2024
- San Francisco State University
- Translate extensive academic and non-academic articles (3,000- 10,000 words) for publication and news outlets (English to Arabic and Arabic to English)
- Peer Review work for Arabic and English translation work (English to Arabic and Arabic to English)
Education
Bachelor of Arts - English-Language Literature and Translation
Al-Zaytouna University
Skills
- Attention to detail
- Team collaboration
- Reliability and punctuality
- Hospitality service expertise
- Time management & Strong work ethic
- Verbal and written communication
Languages
English
Advanced (C1)
Timeline
Cabin Crew Member
Royal Jordanian
10.2025 - Current
Team Lead - Customer Experience
Clarity Debt Resolution
11.2024 - 09.2025
Customer Service Representative
Clarity Debt Resolution
01.2024 - 11.2024
Translator and Research Assistant
AMED Studies
06.2022 - 01.2024
Bachelor of Arts - English-Language Literature and Translation
Al-Zaytouna University