Ayham Khraisat
Amman,AM
Summary
Customer Service Supervisor with expertise in delegating responsibilities and overseeing daily operations. Proven track record in achieving business and profit objectives through strong financial and leadership skills. Resourceful Customer Service Supervisor specializing in conflict resolution and operational improvement. Exceptional communication and problem-solving abilities enhance team performance and customer satisfaction.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
Wuduh
amman, amman
10.2024 - Current
- Directed 50 Customer Service Agents and 5 Team Leaders, improving team efficiency and ensuring consistent delivery of service goals.
- Implemented process enhancements that reduced response times and increased customer satisfaction.
- Elevated team performance through targeted coaching, training, and development programs.
- Reengineered departmental workflows with senior leadership, achieving greater efficiency and smoother operations.
- Strengthened cross-functional collaboration, eliminating bottlenecks and accelerating service delivery.
- Recruited and built high-performing teams, reducing turnover and filling critical skill gaps.
- Contributed budget insights and financial analysis that supported stronger management decisions.
- Led dynamic team meetings that aligned priorities, improved communication, and sustained high engagement.
- Maintained organized documentation systems to ensure compliance and streamline reporting processes.
Senior Team Manager
Concentrix
Amman
02.2022 - Current
- Supervise day-to-day operations in the customer service department, fostering a collaborative environment that drives individual and collective success
- Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis
- Implement an effective customer loyalty program
- Formulate and execute comprehensive sales strategies to enhance revenue growth, expand market presence, and increase customer acquisition
- Oversee team performance metrics, implementing data-driven strategies to improve sales outcomes and achieve key performance indicators (KPIs)
- Develop and sustain strong relationships with key clients, ensuring high levels of satisfaction, retention, and repeat business
- Conduct thorough market research and competitor analysis to identify emerging opportunities and refine sales tactics accordingly
- Design and implement targeted training programs to elevate team skills, product knowledge, and sales techniques, driving professional growth and performance excellence.
Shift Lead
Concentrix
Amman
02.2022 - 02.2022
- Supervise day-to-day operations in the customer service department
- Handling and solving all escalated cases that should be solved by the L2 department
- Implement team performance and work on their KPIs through coaching sessions and one-to-one meetings
- Recording all customer service activities by documenting their concerns to track the issues and improvise the Market by doing an RCA for the issues
- Responsible for the real-time analysis of the contact center and the agent's status
- Stay informed on the latest industry techniques and methods
- Leading follow up communication with the client-side ensuring everything is in place Customer Service Information and communication
- Assigned tasks to employees based on their skills and abilities.
- Implemented promotional strategies to drive sales during slow periods.
Customer Service Advisor
Concentrix
Amman
08.2021 - 02.2022
- Working on Improving customer and supplier relations through handling different communication channels (emails, calls, text)
- Improving customer experience by reflecting the company's modern vision
- Handled customer problems on a high level of professionalism Customer Service Information and communication
- Used scripted and improvised open-ended questions to uncover nature of customer needs, requirements and expectations.
- Informed customers of promotions and special offers to increase sales.
- Collaborated with team members to achieve sales goals and quotas.
Call Center Agent
Crystel Private Company
Amman
01.2020 - 01.2021
- Answer all inbound calls with the highest level of professionalism and enthusiasm
- Resolve problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, escalating unresolved problems to the responsible team member
- Handled customer problems on a high level of professionalism Conducting the mobile technology exhibition sessions through field visits throughout all the Kingdom
- Customer Service Information and communication
Education
Bachelors - English language literature
Al Balqa'a Applied University
Salt, Jordan01.2017
Middle Management Program -
Cisco
Amman, JordanSkills
- Microsoft Office and Google Workspace
- Salesforce proficiency
- Organizational skills
- Analytical research
- Customer relationship management
- Decision-making strategies
- Performance coaching
- Operational excellence
- Workforce planning and optimization
- Succession planning support
- Recruitment assistance
- Technical sales expertise
- Competitor analysis
- Sales strategy development
- Strategic planning skills
- Cross-functional collaboration
- Complaint resolution techniques
- Relationship building strategies
- Team development
Languages
Arabic Proficient (C2), English Proficient (C2)
Certification
- International Association of Professional Debt Arbitrators (IAPDA)
Languages
Arabic
First Language
English
Advanced (C1)
C1
Timeline
Customer Service Supervisor
Wuduh
10.2024 - Current
Senior Team Manager
Concentrix
02.2022 - Current
Shift Lead
Concentrix
02.2022 - 02.2022
Customer Service Advisor
Concentrix
08.2021 - 02.2022
Call Center Agent
Crystel Private Company
01.2020 - 01.2021
Bachelors - English language literature
Al Balqa'a Applied University
Middle Management Program -
Cisco
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