Customer relationship management (CRM)
Omar Alshamout
Manager Of Customer Service And Escalations
Amman,Jordan
Summary
Methodical َquality engineer and production supervisor experienced in software development processes and optimal testing strategies with great attention to detail. Helps teams produce exceptional products by offering in-depth quality assurance support. Open and clear communicator with good multitasking skills, organized nature and strong attention to detail.
Overview
4
4
years of professional experience
6
6
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
Customer Service Manager
Eivans's photo & video
Jordan, USA
10.2021 - Current
- Actively listen to customers' requests, confirming full understanding before addressing concerns.
- Identifying issues, analyzing information, and providing solutions to problems.
- Carrying out day-day-day duties accurately and efficiently.
- Using coordination and planning skills to achieve results according to schedule.
- Participating in team-building activities to enhance working relationships.
- Learning new skills and applying them to daily tasks, improving efficiency and productivity.
- Participating in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Coordinated resolutions for more than 20 daily customer inquiries while consistently achieving performance targets
- Collected customer feedback and made process changes to exceed customer satisfaction goals
Quality Engineer and Production Supervisor
Fourth Pyramid plastic industries Co.
Amman, Jordan
09.2020 - 10.2021
- Integrated diagnostic automation to accelerate and sharpen post-production testing.
- Expanded risk management measures through spot-checking and increased randomization of inspections.
- Performed quality inspections and drafted reports to detail non-conforming material issues.
- Participated in multi-disciplinary defect reviews to discern and address root causes.
- Maintained compliance with industry standards and regulatory compliance during managed projects.
- Built strong rapport with team members, management and clients to facilitate efficiency and productivity.
- Escalated concerns about project and process quality, referring discovered issues to engineering manager for correction.
- Utilized knowledge of ISO 9000 standards to develop action plan for company certification.
- Produced reports on diagnostic outcomes, non-compliance issues and other negative factors discovered during production.
- Supported quality team members during corrective action updates.
Internship in Research and Development
Fraunhofer IPK
Berlin, Germany
09.2019 - 02.2020
- Interned within the research and development team, learning about Nano scanners.
- Critically reviewed force-controlled grinding processes by looking at the effect on different types of grinding belts (e.g diamond, corundum).
- Collaborated with the team of engineers to evaluate and analyze data through the programme Matlab.
Zain Alshabab (Sales and Marketing)
Zain Telecommunication Co
Amman, Jordan
12.2016 - 09.2018
- Worked at Zain youth development program (Zain Shabab) within the sales and promotion team.
- In charge of developing and managing social media work and creations, gaining an insight into the MENA region and the trends within social media.
- Generated interest amongst senior-level analysts through contributing to influential ideas to help others within the team and develop successful relationships within the community
Education
Bachelor of Science - Mechanical And Maintenance Engineering
German Jordanian University
Madaba, Jordan 09.2015 - 09.2020
Bachelor of Science - Mechanical And Maintenance Engineering
Deggendorf Institute of Technology
Deggendorf, Germany 03.2019 - 03.2020
Skills
Time management
Multitasking abilities
Responsible
Teamwork
Interpersonal Communication
Critical thinking
Software
Oracle
AutoCAD
MATLAB
Solidworks
Simulink
MS office
G-suite
Certification
ILETS (C1) 7.0
Volunteer
UNICEF Middle East and North Africa Regional Office
- Volunteered at UNICEF MENA a global NGO that cultivates peace and justice by engaging people to bridge religious and cultural differences and work together. Within UNICEF, was involved with the adolescents' development assistance programme by translating between English and Arabic
Zain Telecommunication Co.
- Volunteered with 17 initiation participation in Zain Telecommunications Co. including community service, health and wellness, philanthropy and environmental protection.
- Took active interest in supporting orphanages in Amman by organizing donation drive
References
Available upon request.
Timeline
Customer Service Manager
Eivans's photo & video
10.2021 - Current
ILETS (C1) 7.0
09-2021
Quality Engineer and Production Supervisor
Fourth Pyramid plastic industries Co.
09.2020 - 10.2021
Internship in Research and Development
Fraunhofer IPK
09.2019 - 02.2020
Bachelor of Science - Mechanical And Maintenance Engineering
Deggendorf Institute of Technology
03.2019 - 03.2020
Zain Alshabab (Sales and Marketing)
Zain Telecommunication Co
12.2016 - 09.2018
Goethe German Certificate (B1)
07-2016
Bachelor of Science - Mechanical And Maintenance Engineering
German Jordanian University
09.2015 - 09.2020