{
  "$schema": "https://cvjson.com/schema/v1.json",
  "basics": {
    "name": "AHMAD ALAMI",
    "label": "Operations Team Leader",
    "summary": "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.",
    "location": "Amman, Jordan"
  },
  "work": [
    {
      "company": "Extensya",
      "position": "Customer Service Agent",
      "location": "Amman",
      "startDate": "2023-09",
      "endDate": "2024-09",
      "highlights": [
        "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"
      ]
    },
    {
      "company": "CS MENA",
      "position": "Operations Team Leader",
      "location": "Amman",
      "startDate": "2025-07",
      "current": true,
      "highlights": [
        "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 Leadership",
    "Coaching",
    "Escalation Management",
    "Case Management",
    "KPI Monitoring",
    "Customer Experience Improvement",
    "Performance Reviews",
    "Time Management",
    "Multitasking",
    "Team Leadership & Coaching",
    "Escalation & Case Management",
    "KPI Monitoring (CSAT, AHT, QA, SLA)",
    "Performance Reviews & Action Plans",
    "Time Management & Multitasking"
  ],
  "languages": [
    {
      "language": "Arabic",
      "fluency": "Native"
    },
    {
      "language": "English",
      "fluency": "Intermediate"
    }
  ],
  "referencesMode": "hide",
  "availability": {
    "status": "open",
    "sponsorship": false
  },
  "ats": {
    "keywords": [
      "Customer Service Agent",
      "Extensya",
      "Operations Team Leader",
      "CS MENA",
      "Team Leadership",
      "Coaching",
      "Escalation Management",
      "Case Management",
      "KPI Monitoring",
      "Customer Experience Improvement",
      "Performance Reviews",
      "Time Management",
      "Multitasking",
      "Team Leadership & Coaching",
      "Escalation & Case Management",
      "KPI Monitoring (CSAT, AHT, QA, SLA)",
      "Performance Reviews & Action Plans",
      "Time Management & Multitasking",
      "Arabic",
      "English"
    ],
    "yearsOfExperience": 0,
    "seniority": "entry"
  },
  "verification": {
    "email": true,
    "platform": "freecv.org"
  },
  "meta": {
    "version": "1.2.2",
    "canonical": "https://livelink.cv/ahmad-alami/cv.json",
    "lastModified": "2026-07-06T13:51:25.740Z",
    "generator": "FreeCV.org"
  }
}