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Marketing, Operations and Customer Experience

Work experience

TAC Manager

Key Responsibilities:
• Lead teams of customer support engineers who respond to service requests and resolve customer issues
• Handle escalations and assume ownership for the end-to-end customer experience
• Serve in a liaison role; create a bridge that connects the technical and business perspectives of customer engagements
• Demonstrate knowledge of processes and team dynamics across the organization, as well as the superior coaching and motivational skills required to engage, develop, and retain top talents in a high-performance team
• Supervise activities of CSE team with responsibility for results in terms of customer service satisfaction
• Manage workload, and distribute it among team members, including the implementation of innovative case management techniques
• Demonstrate industry awareness
• Manage CSEs of all levels; generally responsible for a team of 15 to 20 + people
• Provide management guidance to all levels of employees on accomplishing goals



Digital Marketing Manager

Planning digital marketing campaigns, including web, SEO/SEM, email, social media and display advertising, Maintaining our social media presence across all digital channels,  And measuring and reporting on the performance of all digital marketing campaigns.

Gardens Hospital 


Operations and Digital Marketing Manager

Amman-Jordan Department: Operations.

Job Summary: Responsible for ensuring and improving the performance, productivity, efficiency and profitability of our organization by applying effective methods and strategies. This includes such areas as budgets, best practices, strategic input, software and office security compliance, licenses, online marketing and contracts.

  • Creating and managing the office budget.
  • Prepare and submit capital expenditure requests for approval by CEO.
  • Inspecting and reviewing projects to ensure compliance with safety codes and other regulations.
  • Schedule projects in logical steps, and budget time to meet deadlines and Senior Management expectations.
  • Possess strategic and tactical facility planning by interacting and executing plans with outside vendors, including architects, general contractors, engineers, furniture installers, etc.
  • Create strategy plans.
  • Identify cost savings in all areas of operation.
  • Purchasing and renewing software licenses, security audits and hardware.
  • Plan and execute all web, SEO/SEM, marketing database, email, social media and display advertising campaigns.
  • Measure and report performance of all digital marketing campaigns, and assess against goals (ROI and KPIs).
  • Responsible for people management activities including career planning/support, training, interviewing, hiring, rewarding, disciplining, and performance and salary reviews.
  • Manage the setup, testing, optimization, tracking, and reporting for all our ad placements.
  • Establish procedures and prepare documentation for all ad operations activities.
  • Make recommendations and take proactive steps to improve operational efficiency. (Dot Tech Lil Barmajiat) 


Quality Control Admin

Amman-Jordan Department: Content Operations - Division: Content.

Job Summary: Achieves quality assurance operational objectives for all the content division teams by contributing information and analysis to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; identifying and resolving problems; completing audits; determining system improvements; implementing change.

  •  Accomplishes quality assurance human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
  •  Oversee delivery of first class customer support through phone, chat and email for multiple properties and languages.
  •  Develops quality assurance plans by conducting hazard analyses; identifying critical control points and preventive measures; establishing critical limits, monitoring procedures, corrective actions, and verification procedures; monitoring inventories.
  •  Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
  •  Conducting 1: 1 meetings with agents(weekly, monthly, quarterly and as needed) giving feedback on errors; contributing to employee development planning.
  •  Train new hires and current on areas requiring learning improvement.
  •  Use, populate, measure & manage content quality processes.
  •  Build, write, update & communicate policy & training materials.
  • Work closely with social media team.

Social Media



August 215 Free Lance Amman-Jordan Job Title: Freelance.

  • Manage the day-to-day content and communication across all social media platforms.
  • Provide real time listening, moderation and support.
  • Deliver weekly reports using social media and digital analytic tools.
  • Write and manage editorial content.
  • Shoot and edit product photography.



Customer Care Team Manager

Amman-Jordan Department: EMEA Customer Care & Operations. Division: EMEA Customer Care(Amman). Job Title: Customer Care Team Manager

Job Summary: Responsible for coordinating the day-to-day operations of a team of Support Agents within the Yahoo Customer Care department. And ensure that the Technical, Abuse and Billing support for Yahoo Customer Care users meet the highest standards of quality and that our customers receive timely world-class service. Measures of success include: individual and team quality of response, individual and team productivity, achievement of team service goals and individual contribution, implementing training programs and overseeing the development of careers to the Yahoo Customer Care Department at large. And play a crucial role in achieving targets, through: daily workflow management, performance measurement and coaching.

  •  Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
  •  Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
  •  Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
  •  Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmark best practices; analyzing information and applications.
  •  Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
  •  Accomplishes information systems and organization mission by completing related results as needed.
  •  Develop, implement, and monitor training programs within the Department.
  •  Supervise technical training for staff.
  •  Create testing and evaluation processes.
  •  Plan the implementation and facilitation of activities and events, budget spending, material production and distribution, and other resources to ensure that operations are managed within authorized budgets.
  •  Conducting employee reviews(monthly, quarterly and annual performance reviews) and giving feedback; contributing to employee development.
  • Work closely with editorial and content managers team.

Zain (


Customer Care Team Head

Amman-Jordan Job Title: Customer Care Team Head

Job Summary: Responsible for strong team leadership, motivational, and coaching skills. Technically astute with experience in telephony systems technology. Maintain a consultative coaching style. Establish performance goals to meet efficiency levels, sales targets, and quality assurance standards.

  •  Responsible for overseeing the work of Team Leads and improving performance through coaching and mentoring.
  •  Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.
  •  Develop sales techniques to drive revenue growth.
  •  Review program statistics to measure staff performance and the need for improvement.
  •  Ensure strict adherence to company policies and procedural guidelines.
  •  Participates in design of call monitoring formats and quality standards.
  •  Performs call monitoring and provides trend data to site management team.
  •  Uses quality monitoring data management system to compile and track performance at team and individual level.
  •  Gives Training to new coming employees.
  •  Responsible for follow making training programs.
  •  Follow up on training programs and analyze their results
  •  Give refreshment knowledge for old employees.
  •  Provide leadership development education.
  •  Assist with the development of strategic plans.
  •  Create brochures and training materials.
  •  Develop multimedia visual aids and presentations.
  •  Provide actionable data to various internal support groups as needed.
  •  Provides feedback to call center team leaders and managers.
  •  Prepares and analyzes internal and external quality reports for management staff review.
  •  Give training for old and new products for the agents.



Branch Manager

Amman-Jordan Job Title: Branch Manager

Job Summary: Responsible for all the activities in the shop from the Rental process, The Selling, and all the financial documents.

  •  Handling Sales & Preparing Daily & Monthly Sales Reports.
  •  Dealing with Suppliers & Preparing Daily & Monthly Purchases Reports.
  •  Manage Well With Credit Cards, Cash On Hands & Petty Cash.
  •  Dealing with Customers & Giving a Full Explanation for the Store Services.
  •  Reach the Customers in Best Ways & Trying to Increase the Store's Income through Adding New Creative Services to the Customers in addition of adding new ideas all over the store.


Al-Ahliyya Amman University



B.A. In Finance and Banking


Objectives & Strengths

Developer, Relator, Learner, Analytical and Discipline

Workshops and courses

Management Development, Building Trust with Privacy, Initiating Job Title & Promotion Changes via the manager, YERR-Reward education session for managers, Managing Yahoo!: Leadership is a choice, Managing Performance and People manager, My Goals - My Commitments, Leadership in Practice, Performance Feedback Practice Session And Leadership Style.