Summary
Overview
Work History
Education
Skills
Certification
Timeline
Mohammad Jehad

Mohammad Jehad

Customer Experience Professional (Tier 2 )
Amman,AM

Summary

Customer-focused professional with over 6 years of experience in sales and customer service, currently specializing in handling escalations at Concentrix. Known for resolving complex issues, mentoring team members, and driving customer satisfaction. Proven ability to lead under pressure and collaborate across teams to improve service quality. Actively pursuing leadership opportunities to contribute to team success and operational excellence. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

9
9
years of professional experience
4
4
years of post-secondary education
1
1
Certification
3
3
Languages

Work History

Sr.Customer Care Esclations ( Tier 2 )

Concentrix
Amman, Amman Governorate
08.2023 - Current
  • Resolve high-priority customer escalations with speed and professionalism, ensuring customer satisfaction.
  • Collaborate with internal departments to investigate issues and deliver effective solutions.
  • Identify service gaps and recommend process improvements to enhance team performance.
  • Mentor and support junior agents in handling complex cases and improving service quality.

Customer Service Representative

Extensya
09.2022 - 08.2023
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Delivered exceptional customer support for billing, tech, and account inquiries, consistently exceeding satisfaction targets.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Awarded "Top Performer" for maintaining outstanding first-call resolution rates.

Sales Staff Member

Istiklal Library
03.2016 - 06.2022
  • Improved customer satisfaction with attentive service and quick resolution of issues.
  • Contributed to the growth of repeat business through exceptional customer service and followup.
  • Conducted product demonstrations, effectively showcasing features and benefits to potential clients.
  • Increased sales revenue by consistently meeting and exceeding sales targets.

Education

BBA - Finance And Banking

Al Al-Bayt University, Mafraq, Jordan
08.2018 - 06.2022

Skills

Certification

Certified of SHRM-CP, Udemy

Timeline

Certified of SHRM-CP, Udemy

05-2025
Sr.Customer Care Esclations ( Tier 2 ) - Concentrix
08.2023 - Current
Customer Service Representative - Extensya
09.2022 - 08.2023
Al Al-Bayt University - BBA, Finance And Banking
08.2018 - 06.2022
Sales Staff Member - Istiklal Library
03.2016 - 06.2022

Similar Profiles

CREATE PROFILE
Mohammad JehadCustomer Experience Professional (Tier 2 )