AHMAD ALAMI

Operations Team Leader

Results-driven Operations Team Leader with hands-on experience managing customer service teams in high-volume environments. Skilled in performance management, escalation handling, agent coaching, and cross-functional coordination to achieve SLA, QA, and CSAT targets.

[email protected] +962 798 986 580 Amman, Jordan
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Languages
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Skills
Work Experience
Customer Service Agent
Extensya
Sep 2023 — Sep 2024Amman
  • Managed inbound and outbound customer interactions efficiently, handling 80–120 interactions per shift across chat and phone support
  • Achieved a consistent 90%+ first-contact resolution rate
  • Met SLA targets while maintaining high levels of customer satisfaction
  • Resolved inquiries, complaints, and order-related issues efficiently
  • Followed escalation protocols and quality guidelines
Operations Team Leader
CS MENA
Jul 2025 — PresentCurrentAmman
  • Lead and supervise a customer service team to ensure daily operational excellence
  • Monitor KPIs including CSAT, AHT, QA, productivity, and attendance
  • Handle escalations and complex customer issues with professionalism
  • Coach agents through feedback sessions and performance improvement plans
  • Coordinate with QA, WFM, and management on staffing and quality initiatives
  • Prepare performance reports and contribute to operational decision-making
Skills
Team LeadershipCoachingEscalation ManagementCase ManagementKPI MonitoringCustomer Experience ImprovementPerformance ReviewsTime ManagementMultitaskingTeam Leadership & CoachingEscalation & Case ManagementKPI Monitoring (CSAT, AHT, QA, SLA)Performance Reviews & Action PlansTime Management & Multitasking
Languages
Arabic
Native
English
Intermediate
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