Ruba Ayman AbuNemeh
Amman,AM
Summary
Dynamic and results-oriented Senior Team Leader in the Ecare function, with a solid foundation in call center operations, quality assurance, and customer service training. Over 5 years of progressive leadership in the logistics and supply chain industry, specializing in performance management, customer satisfaction, and process optimization. Demonstrates a keen ability to lead teams in fast-paced environments, with a focus on ensuring efficient call center operations, monitoring KPIs, and driving continuous improvement. Seeking to bring expertise in team development, data analysis, and customer experience to a Call Center Supervisor role.
Overview
2025
2025
years of professional experience
Work History
Contact Center Team Leader
Aramex
- Service Monitoring: Conducted spot-checks on calls and emails to ensure adherence to company standards
- Training Management: Developed training sessions and appraisals to strengthen team performance and service knowledge
SNS Customer Success Team Leader
Aramex
- Leadership & Development: Provided direction and support to team members, helping them achieve performance goals and service level targets
- Collaboration with Quality Management: Worked closely with quality teams to identify improvement areas and enhance service standards
Consumer CS Team Leader
Aramex
- Team Development: Focused on the growth and skill-building of team members through regular coaching, training, and performance evaluations
- Operational Efficiency: Aligned team activities with service targets, maintaining compliance with scheduling and operational policies
Service Recovery Team Leader
Aramex
- Complaint Resolution: Oversaw a team focused on resolving customer complaints, collaborating with other departments to ensure accurate and timely solutions
- Quality Assurance: Implemented quality checks and monitored team performance, delivering feedback and developing corrective action plans as needed
Live Chat Team Leader
Aramex
- Customer Engagement: Supervise a team of live chat agents, ensuring efficient operations and managing escalations to maintain high levels of customer satisfaction
- Performance Evaluation: Conduct performance reviews, track KPI attainment, and offer insights to management, supporting team development and service quality improvement
Ecare Senior Team Leader
Aramex
04.2024 - Current
- Team Leadership & Coaching: Manage a team of Ecare agents, providing hands-on supervision, coaching, and training to maintain high standards in customer service and operational efficiency
- Operations Oversight: Oversee team operations to ensure seamless daily workflow, prioritizing fast and accurate customer resolutions
- Performance Management: Regularly monitor and analyze KPIs, identify trends, and implement strategies to enhance response times, resolution rates, and customer satisfaction
- Strategic Initiatives: Contribute to high-level planning with senior management to improve Ecare functions and align team objectives with overall business goals.
Education
Bachelor’s - Tourism and Travel Services Management
Al-Zaytoonah University of Jordan
01.2018
Skills
- Customer Service Excellence
- Quality Assurance
- Team Leadership
- Coaching
- KPI Analysis
- Performance Analysis
Timeline
Ecare Senior Team Leader
Aramex
04.2024 - Current
Contact Center Team Leader
Aramex
SNS Customer Success Team Leader
Aramex
Consumer CS Team Leader
Aramex
Service Recovery Team Leader
Aramex
Live Chat Team Leader
Aramex
Bachelor’s - Tourism and Travel Services Management
Al-Zaytoonah University of Jordan
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