Qusai Abu-Ajamieh

Experience

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  Al-Mashreq Al Arabi

  Sept 2015 - Mar 2018

  Site & Design Civil Engineer

  • Project Management: Managed and designed calculations for over 10 construction projects, ensuring compliance with client requirements and industry standards.• Collaboration: Partnered with clients, architects, and engineers to work on over 3 construction plans daily, delivering innovative and efficient designs.• Budget Compliance: Addressed the finance team to maintain budget alignment and ensure projects adhered to market pricing.• Documentation: Prepared and reviewed over 5 site reports, designs, and drawings daily to support project execution. Show less

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  Première Urgence Internationale

  Aug 2018 - Sept 2019

  Monitoring And Evaluation Assistant

  • Data Validation: Collected, reported, and validated data for 7 projects, ensuring accuracy and timeliness in reporting.• Performance Reporting: Conducted quarterly analysis for 7 projects, consolidating findings into comprehensive performance evaluation reports.• Trend Analysis: Spotted 19 recurring complaint trends, providing actionable insights to improve program effectiveness.• Budget Oversight: Monitored the budgets of 7 projects and coordinated aid distribution with the accounting team.• Program Coordination: Enhanced data integrity by implementing a rigorous quality check system for field officers and program managers, resulting in the identification of discrepancies led to Improving accuracy rate of 98% across reports. Show less

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  Transcosmos Information Systems Ltd

  Oct 2020 - Oct 2022

  • • Performance Analysis: Generated, analyzed, and shared detailed team performance reports, aligning objectives with departmental goals to achieve a 90% productivity rate.• Operational Support: Streamlined order management across three departments (E-commerce, Parts, and Repair), reducing product-related issues and delays.• Quality Assurance: Improved team QA scores from 73% to 92% by implementing targeted process improvements and training initiatives.• Cross-Functional Collaboration: Bridged communication between customer service, supply chain, and other departments to optimize the Order-to-Cash (OTC) process. Show less • Customer Resolution: Resolved customer issues with a first-contact resolution rate exceeding 85%.• Productivity Leader: Maintained a top productivity level of over 95%, ensuring service excellence and team efficiency.• Quality Performance: Delivered quality outcomes averaging above 90%, surpassing organizational benchmarks.• System Expertise: Streamlined customer interaction processes by leveraging SAP ERP and Salesforce platforms, enhancing workflow efficiency that led to a reduction in response time from 7 min to just 3.5 min on average. Show less

  • Operations Support Team Leader

    Jun 2021 - Oct 2022

  • Customer Service Representative

    Oct 2020 - May 2021
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  ExxonMobil

  Oct 2022 - now

  CX Relationship Advisor

  • Account Management: Acted as the primary liaison for 71 high-value strategic & emerging accounts in the commercial fuels business, ensuring effective communication and optimal service delivery.• Supply Chain: Partnered with supply chain teams to resolve disputes and streamline operations for 23 bulk accounts, ensuring timely delivery and seamless pipeline processes (pipeline accounts).• Strategic Planning Collaborated closely with account teams to formulate customized strategic initiatives for 32 high-value clients, leading to enhanced alignment of business goals and an increase in customer satisfaction ratings by at least 15%.• Stakeholder Engagement: Fostered trust-based relationships with 35 cross-functional stakeholders, conducting regular business reviews to assess performance, gather feedback, and identify growth opportunities.• Issue Resolution: Identified root causes of recurring client concerns through direct feedback sessions with users, leading efforts in implementing fixes addressing three primary areas impacting user experience positively after review meetings.• Sales Enablement: Collaborated with 14 sales managers to identify cross-sell opportunities, close deals, and present tailored solutions, boosting revenue potential.• Process Improvement: Acknowledged and resolved process bottlenecks, redesigned workflows, and developed RACI charts to enhance operational efficiency and reduce turnaround times by an average of 30%.• Priorities: Navigated competing priorities in a fast-paced, complex environment while maintaining professionalism and achieving results. Show less