Experience

• 

  Aiesec

  Mar 2017 - Nov 2017

  Expansion manager

  Ensure meeting monthly goals through assigning workload and managing team members, setting monthly targets for volunteers to achieve, following up on global volunteers’ application and ensure their experience is going well, following up on financial records of the expansion.Preparing global volunteers for cultural shock.Researching different countries' tourism destinations, cost of living, and ethics to ensure a great experience for our volunteers.Liaison with abroad AIESEC offices to ensure all AIESEC KPIs are met. Show less

• 

  Tti

  Jun 2018 - Aug 2018

  Project officer - researcher

  Researched over 100 of the entrepreneurial support entities in Jordan.Followed up on reporting to USAID LENS .Referenced over 160 survey inputs and questions.Was responsible for data analysis and cleaning.

• 

  Höok

  Jun 2019 - Nov 2020

  Senior mentor

  Supporting 20 university junior mentors as well as helping new students in coping with the Hungarian environment. Being a point of contact for all inquiries and needs as well as directing both students and mentors to the right department.Report making in addition to monitoring and evaluation of all issues that come up with new students and their mentors.

• 

  Transcosmos inc.

  Nov 2020 - Apr 2021

  Emea cs team leader

  Leading and supporting up to 60 agents as well as 15 agents directly in the EMEA region by availability, workflow, and breaks analytics. Performance monitoring and implementing improvements by analytics (8x8 & Zendesk). Handling escalations and improving processes by standardization. Cross-checking transactions, payments, and generating invoices for smooth processing of retail orders.

• 

  Amazon

  May 2021 - Jan 2023

  Uk cs operations team manager

  Directly managing up to 55 associates by example and prioritizing mental well-being.Core Committee & Environmental Health and Safety (EHS) Committee member.Planning and delivering 1-to-1 sessions focusing on performance, career development, and quality needs of each individual associate.Researching and delivering a 32% chat contact handling time improvement through qualitative and quantitative research applied over the bottom quartile of associates.Scripting, shooting, editing, and publishing the first behavioral video campaign for associates by engaging them to showcase good behavior.Diving deep into productivity, quality, and efficiency metrics to find areas of improvement.Collaborating with Amazon Learning Academy through designing the Data Analysis Module and mentoring fresh Team Managers.Interviewing and hiring based on Amazon's high bar and Leadership Principles.Designing performance improvement plans and following up on them.Drafting weekly business reviews and surfacing pain points to prepare RCAs.Leading virtual weekly engagement activities for up to 110 associates. Show less