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
2023.08 - 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
2022.09 - 2023.08
- 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
2016.03 - 2022.06
- 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
2018.08 - 2022.06
Skills
Conflict Resolution
CRM Tools (eg, Salesforce, Zendesk)
Time Management
Root Cause Analysis
Cross-Functional Collaboration
Empathetic Communication
Certification
Certified of SHRM-CP, Udemy
Timeline
Certified of SHRM-CP, Udemy
2025-05
Sr.Customer Care Esclations ( Tier 2 ) - Concentrix
2023.08 - Current
Customer Service Representative - Extensya
2022.09 - 2023.08
Al Al-Bayt University - BBA, Finance And Banking
2018.08 - 2022.06
Sales Staff Member - Istiklal Library
2016.03 - 2022.06