Omar Abudayeh
Technical Support / Customer Experience
Amman - Jordan,AM
Summary
Energetic and optimistic customer experience with over 6 years of experience in Retail Industry. Excellent reputation for resolving complex issues and improving customer satisfaction. also had more than 3 years as IT Technical support , Presales & Technical Engineer .
My Current goal is to get involved in the Project Management field.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
4
4
Certifications
2
2
Languages
Work History
Customer Experience
M. A. Al Abdulkarim & Co.
Amman, AM
04.2019 - Current
- Writing reports for senior managers and partnership organizations.
- Reporting technical problems to IT support staff.
- Handling and scheduling Inbound and outbound orders. Dealing with cases of complaints, return orders and customer satisfaction about our services; regarding quality, preciseness of shipments' contents and delivery time.
- Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures
- Escalates complex problems to the related departments
- Typically provides technical support for internal and external customers
- Handling complaints
- Quality Assurance – call clients after every case is closed to ensure that they are satisfied with the service
- Creating Scripts used to communicate with customers in all the channels.
- Delegating tasks
- Reporting to senior management
- Back end system admin : Magento , Microsoft AX ,OTO
- Email Communications
- Telephone Etiquette
- Community management of the company's social media accounts.
- Worked flexible hours; night, weekend, and holiday shifts
- Developed and maintained courteous and effective working relationships
- Increased customer satisfaction by resolving complex issue
- Maintained excellent attendance record, consistently arriving to work on time
- Participated in team-building activities to enhance working relationships
- Delivered exceptional level of service to each customer by listening to concerns and answering questions
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Zendesk ( solving tickets , live chat )
Customer Experience Manager
Famekey Retail co
Amman, AM
01.2016 - 12.2021
- Writing reports for senior managers and partnership organizations.
- Meeting with editing, marketing and design teams to plan and develop site content, style and appearance.
- Overseeing the production process, drawing up a production schedule.
- Coordinate web projects across departments.
- Reviewing worker performance.
- Supervising and motivating a team of workers.
- Monitoring the production processes and adjusting schedules as needed.
- Work cooperatively with key team members, clients and vendors.
- Community management of company's social media accounts.
- Providing regular support and feedback to the team members.
- Maintaining a level of excellence across the customer service process.
- Continuously implementing and updating the team training framework for new and existing team members.
- Assessing customer service, operation and marketing team based on defined framework and ensuring smooth communication of results across team members.
- Track and report on all site metrics.
- Reporting technical problems to IT support staff.
- Carrying out quality assurance checks on content.
- Setting permissions for site users.
IT Specialist
Regional Plastic Company
Amman, Amman
03.2017 - 12.2017
- Solving all technical problems regarding all the hardware & Software in the company
- Maintaining and updating machine computer
- Making daily reports for company
- Responsible for Photoshop Designs
- Performed server backups and changed and replaced backup tapes daily.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
Presales and Technical Engineer
Hayyan Horizons Company
Amman, AM
11.2015 - 03.2017
- Collect/understand customer requirements and understand the market trend
- Identifying customer technical/business needs and translating them into viable integrated solutions
- Creating technical proposal
- Creating Project Scope in terms of technical "Low Level Design"
- Designing and Implementing OpManager and Desktop Central Solution
- Creating final technical documentation including installation and configuration steps in details
IT Head Department
Leaders Center
Amman, AM
01.2012 - 01.2014
- Solving customers problems
- Supervising on employees
- Making sales orders
- Managed team of 10 employees, overseeing hiring, training, and professional growth of employees.
- Served customers and followed outlined steps of service.
- Used Microsoft Word and other software tools to create documents and other communications.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Electrical and Electronics Supervisor
Safeway
Amman, Amman
01.2010 - 01.2012
- Solving customers problems
- Supervising on employees
- Making sales orders
- Managed team of 10 employees, overseeing hiring, training, and professional growth of employees.
- Served customers and followed outlined steps of service.
- Used Microsoft Word and other software tools to create documents and other communications.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Education
CIS : Computer Information System
University of Jordan , IT ,Computer Information System (CIS)
Amman , Jubeha 09.2010 - 08.2015
Skills
Magento 2 System
Microsoft AX
Programming( c ,Java, html, )
Microsoft (Windows: xp,7,8,10, Server, Office)
TroubleshootingOther SW: Microsoft visual studio, Netbeans , java fx, office , MS Project , Photoshop CS6
Emails ( Outlook , 365, Gmail )
Reporting
Planning
Customer experience
Customer experience management
Customer experience enhancement
Customer experience analysis
Managing customer relationships
Lean Sex Sigma
Certification
Fortinet:NSE1 ,NSE2 , NSE3
Projects
Presales and Technical Engineer Hayyan Horizons
Umniah Mobile Company Project ( OpManager Solution):
- Creats technical proposal for OpManager
- Creats Installation and configuration documents
- Installing and configuring OpManager monitoring on cloud for physical and VM
servers
- Creating support procedures regarding the issues areas in the OpManager
solution
Courses
- CCNA Routing and Switching ( Jul 2015 -Aug 2015)
- CCNA Security ( Jun 2015 -Jul 2015)
- MCSA 70-410 ( Mar 2016 -May 2016)
- PMP Project Management Professional ( Dec 2020 -Feb 2020 )
Training
Technical Support / Trainee in Texum Jordan from March 2016 - Aug 2016
- Training in Microsoft MCSA ,Networks ,Firewalls , Software & Hardware Support
Interests
Timeline
CAPM ( Certified Associate in A Project Management )
10-2021
Customer Experience
M. A. Al Abdulkarim & Co.
04.2019 - Current
IT Specialist
Regional Plastic Company
03.2017 - 12.2017
Customer Experience Manager
Famekey Retail co
01.2016 - 12.2021
Fortinet:NSE1 ,NSE2 , NSE3
01-2016
ManageEngine:Desktop Central ,OpManager
01-2016
A10 Network:Foundation Course ,A10 Networks Pre-Sales Engineer
12-2015
Presales and Technical Engineer
Hayyan Horizons Company
11.2015 - 03.2017
IT Head Department
Leaders Center
01.2012 - 01.2014
CIS : Computer Information System
University of Jordan , IT ,Computer Information System (CIS)
09.2010 - 08.2015
Electrical and Electronics Supervisor
Safeway
01.2010 - 01.2012