Osama Khraisat
Amman,Jordan
Summary
Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results.
Overview
17
17
years of professional experience
4
4
years of post-secondary education
6
6
Certification
Work history
Digital Operation Manager
NUR Interactive
Amman, Jordan
2023.10 - Current
- Manage and improve all operations tasks.
- Develop and make new workflow process.
- Teams Management: Supervise digital teams, including designers, developers, and content creators, to ensure efficient workflows and high productivity.
- Performance Monitoring: Analyze digital performance metrics, such as website traffic, conversion rates, and social media engagement, and identify areas for improvement.
- Budgeting and Resource Allocation: Manage budgets for digital initiatives, allocate resources effectively, and optimize costs.
- Technology Integration: Evaluate and implement digital tools and technologies to enhance operational efficiency and customer experience
Call Center Manager
Luminus Technical University college - LTUC
Amman, Jordan
2017.01 - 2023.09
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Establish a new call center with all operational process and procedures for student counseling and serve’s with telemarketing.
- Involved with the HR department in the recruitment of call center staff.
- Put KPI’s , commit them and achieve them.
- Call center agent’s performance management and training need analysis.
- Increase the number of employees and connect all sections with the department in less than a year.
- Introducing staff to receive complaints and follow up.
- Develop specialized people to evaluate calls and maintain quality
- Establish a new call center with all operational process and procedures for UNICEF outsource call center.
Operation Manager
Balkan Commercial Enterprises, Amman
Amman, Jordan
2016.05 - 2016.10
- Establish a new call center with all operational process and procedures.
- Identify the call center quality standards.
- Call center agent’s hiring.
- New call center employees training.
- Call center agent’s performance management and training need analysis.
- Set Call center agent’s motivations plan and scheme
- Negotiating with telecom companies to get the best deal from them.
- Sales and business development, studying existing and potential customers.
Call Center and Delivery Supervisor
Armoush Tourist Investment Co.Ltd /McDonalds
Amman, Jordan
2007.07 - 2016.04
- Making daily schedule time and managing staff attendance and timekeeping in the department, and staff absence monitoring.
- Effectively managing both team leaders and call center representatives - Holding regular team meetings.
- Involved with the HR department in the recruitment of call center staff.
- Identifying employee skill gaps and creating action plans for underperforming employees
- Setting targets and expectations for the shift.
- Evaluating the performance of staff, and solve their problems.
- Recommending rewards and incentives to drive staff performance.
- Training up new employees and arranging for them to be mentored by a more experienced colleague.
- Randomly monitoring calls to make sure that they are being dealt with in a professional manner.
- Making sure all incoming calls are answered within set time limits.
- Ensuring calls are answered in an appropriate manner.
- Coming up with 'on the spot’ solutions to customer complaints or general problems
- Handling customer complaints, request or enquiries.
- Preparing daily, weekly, monthly reports.
- Making “Agent activity Report” and it was adopted at McDonalds so far.
Education
Bachelor's degree - Logistics Techniques and Supply Chain
Luminus Technical University College (LTUC)
Amman - Jordan 2021.10 - 2025.02
High School - IT
Al-Fateh Secondary School
Amman - Jordan 2006.09 - 2007.08
Skills
- Operational support
- Relationship building
- High-pressure environments
- Department management
- Policies and procedures implementation
- Strategic planning
- Logistical planning
- Resource planning and allocation
- Cost reduction and containment
- Change management
Languages
Arabic
Native
English
Intermediate
Certification
Marketing and Sales Specialist (Aug 2017)
Training Diploma at Amman Arab University
Effective Management Practices (EMP) (May 2015)
Mcdonalds Training Center At “Holiday Inn Hotel"
McDonalds Ambassador (Jan 2015)
McDonalds Training Center
Time Management (Feb 2012)
McDonalds Training Center
Advanced Shift Management (ASM) (Apr 2010)
McDonalds Training Center At “Dana Plaza Hotel"
Basic Shift Management (BSM) (Jun 2009)
McDonalds Training Center
References
References available upon request.
Timeline
Digital Operation Manager
NUR Interactive
2023.10 - Current
Bachelor's degree - Logistics Techniques and Supply Chain
Luminus Technical University College (LTUC)
2021.10 - 2025.02
Call Center Manager
Luminus Technical University college - LTUC
2017.01 - 2023.09
Operation Manager
Balkan Commercial Enterprises, Amman
2016.05 - 2016.10
Call Center and Delivery Supervisor
Armoush Tourist Investment Co.Ltd /McDonalds
2007.07 - 2016.04
High School - IT
Al-Fateh Secondary School
2006.09 - 2007.08