Ahmad Oyoun

Experience

• 

  Paradise Company

  Mar 2007 - Jun 2008

  Customer service
• 

  The North corporation

  Jan 2009 - Sept 2009

  Sales Coordinator

  * Plan process improvement* Client meetings* Analyse weekly operations reports*Attending the weekly performance meeting* Customer Satisfaction Survey * Vending machines distribution * Telephone Sales Promotions

• 

  Hertz

  Sept 2009 - Jul 2010

  Reservation Coordinator + Contractor

  *Reservations*Customer care*Contracts Dealer*Public relations*Meet and Assist Coordinator*Team Leader

• 

  IRBID DISTRICT ELECTRICITY CO.LTD.

  Feb 2017 - now

  1. The development and design of the plans and objectives of the quality department.2. Participates in the development of systems and procedures designed to raise the level of quality of customer service and in accordance with the policies adopted by the company.3. Oversees the implementation of the internal audit process of quality management system in all administrative units as well as follow-up results of internal audit.4. The review and adoption of the final version, including the terms of the amendment and quality management system documentation (procedures, forms and work instructions, etc.).5. Oversees the pursuit of quality objectives and programs in all administrative units.6. The leadership and follow-up meeting of Management review and supervision of the implementation of its output 7. Raises periodic reports on the progress of the work to the department manager.8. Works to supervise the process of calibration testing and measuring devices.9. The supervision and coordination to conduct the external audit process.10. The leadership of internal meetings on Internal Audit Committee and the Committee to calibrate devices.11. Analysis of problems through corrective and preventive actions and follow-up and ensure closure to prevent future occurrence Show less * Developing and updating customer service procedures and policies* Leading and motivating a team of staff to ensure they provide the bestpossible customer service.* Handling complex complaints and enquiries* Analysing important management information to ensure customers arebeing properly treated.* Assisting in the recruitment, development and appraisal of staff* Develop service procedures, policies and standards* developing feedback or complaints procedures* Conduct periodic surveys of customers and potential customers to ensurequality control* Work with technology department to troubleshoot problems and designideal technology solutions.* Manage, upgrade and update customer databases.* Manage financial activities of a contact center within the budget limits. Show less

  • Quality Specialist

    Aug 2010 - now

  • Contact Center Manager

    Jan 2014 - now

  • Member of the Creativity and Innovation Committee

    Feb 2018 - now

  • Member of the Tenders Committee

    May 2018 - now

  • Member of recruitment and promotion committees.

    Feb 2017 - now
• 

  IDECO

  Apr 2018 - now

  - developing and implementing customer service strategies- leading and motivating a team of customer service representatives - Designing and implementing customer service standards to ensure consistent and exceptional service delivery for building relations. - Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, providing regular reports to senior management. - Recommending changes to improve processes based on customer feedback- Establish corrective actions, ISO procedures, forecasts, and upgrades. - Manage minor projects/change requests based on perceived customer impact. Show less

  • CUSTOMER EXPERIENCE MANAGER (CEM)

    Aug 2020 - now

  • Internal EFQM Assessor

    Apr 2018 - now