Raghad Khader
Senior Customer Support
Amman,AM
Overview
4
4
years of professional experience
2
2
Languages
Work History
Customer Support Executive – Payment Support
Deriv.com
05.2023 - Current
- Provide real-time support on payments (deposits, withdrawals, account discrepancies) via live chat, WhatsApp, and ticketing systems.
- Resolve client issues by liaising with internal teams, ensuring accuracy and compliance with financial policies.
- Deliver professional assistance on general inquiries regarding Deriv’s trading products and services.
Directors’ Complaints Team AND LiveChat Agent
Aramex
03.2024 - 04.2025
- Handled escalated cases and senior management complaints, providing professional resolutions to highly complex customer issues.
- Collaborated with internal teams (operations, warehouse, delivery) to resolve sensitive complaints and ensure client satisfaction.
- Respond to customer inquiries promptly and professionally via live chat and WhatsApp, ensuring high levels of customer satisfaction.
- Manage multiple chat sessions simultaneously and assist customers with shipment tracking.
Outsourcing Service Executive – MyUS Team
Aramex
03.2023 - 03.2024
- Proactively identifies issues and emerging risks and takes swift action to resolve or escalate as appropriate.
- Identify, track, manage, and resolve outsourcing issues and act as a contact point between internal and external teams for outsourced service.
- Collaborate with all teams to ensure that project goals, objectives, and deliverables are achieved at flawless quality, and work closely with compliance teams to ensure safe and complete shipping.
Service Recovery Executive - Shop and Ship Team
Aramex
12.2022 - 03.2023
- Track the status of unresolved cases, collaborating with internal teams to ensure timely resolution and maintain clear communication with customers.
- Proactively address and resolve emerging issues, identifying and eliminating delays to streamline the process.
- Collaborate with logistics, warehouse, and delivery teams to investigate and resolve service failures, such as customs clearance issues, delivery delays, and shipment damage.
- Manage compensation and discount requests, ensuring they are properly created, monitored, and approved.
Contact Center Executive - (Frontline calls and cases)
Aramex
03.2022 - 11.2022
- Answer customers' incoming calls and emails to answer customers' inquiries for updates regarding their shipments, their SNS accounts, and SNS services.
- Identify and escalate priority issues to the team leader to ensure customer queries are being handled.
Education
Bachelor's Degree -
Al Al-Bayt University
03.2022
Skills
Customer inquiry management (CIM)
Timeline
Directors’ Complaints Team AND LiveChat Agent
Aramex
03.2024 - 04.2025
Customer Support Executive – Payment Support
Deriv.com
05.2023 - Current
Outsourcing Service Executive – MyUS Team
Aramex
03.2023 - 03.2024
Service Recovery Executive - Shop and Ship Team
Aramex
12.2022 - 03.2023
Contact Center Executive - (Frontline calls and cases)
Aramex
03.2022 - 11.2022
Bachelor's Degree -
Al Al-Bayt University