Razan Ajjoub

Accountability to Affected Population (AAP)

Beneficiary Feedback Mechanism-Helpline Operator

• Acting as a point of contact between different WFP offices/units and WFP beneficiaries as it related to receiving of beneficiary queries and complaints through the hotlines and to the provision of feedback to beneficiaries on how their complaints and queries have been addressed

• Answering beneficiaries’ questions/inquiries thoroughly by clarifying and providing relevant information; allocated enough time for each call.

• Managing beneficiaries’ requests, feedback, and complaints effectively and efficiently.

• Assisted, supported, and guided beneficiaries with issues related to WFP programmes.

• Following up on beneficiary cases with the supervisor to ensure that actions were taken effectively and on time.

• Participating in regular meetings about CFM (Community Feedback Mechanism) and was updated on the latest developments in terms of WFP’s activities, so that information provided to callers was continuously updated.

• Using the Sugar CRM system to record each call’s details and assigned them to relevant focal points.

• Collecting essential data from callers to ensure all tickets in the database were accurately recorded.

• Supporting the CFM manager with additional analysis or follow-up.

• Performing other related duties as Accountability to Affected Population (AAP) team required.

• Prepared and sent weekly planner, car booking, and service contracts.
• Followed up with attendance, leave, and holiday records of staff.
• Arranged meetings, logistics, and office supplies.
• Provided administrative support, including calls, faxes, visitors, translations, and documents.
• Updated staff database and followed AKF procedures and policies.
• Made travel arrangements, including hotel, travel advance, border clearance, and transportation.
• Handled petty cash, expenditure, advances, and bills.
• Sent cash summary daily and managed safe and liquidity.
• Prepared financial and administrative forms for manager's approval

• Trained new volunteers and managed their attendance and fees.
• Operated telephone switchboard to answer, screen and forward calls to appropriate personnel.
• Scheduled appointments and handled incoming calls.
• Provided administrative support to team members and coworkers.
• Sorted mail, greeted visitors, and distributed packages
• Updated daily log book with information about visitors entering the premises.

• Planned, prepared, and delivered lessons and materials.
• Helped pupils improve their language skills in individual and group sessions.
• Built student confidence and addressed learning needs through diverse teaching styles.
• Taught students study skills, note-taking, and test-taking strategies.
• Developed and implemented individual lesson plans and assessments based on student learning styles.
• Motivated and guided students using feedback and encouragement.

• Using Face-to-Face approach, advised students to read materials of personal interest and enhanced their language skills by integrating media content in class.
  • Designed clear and creative materials and evaluated students' comprehension through pronunciation exercises and test questions.
  • Developed and aligned class learning plans with district and statement requirements and consolidated grammar and concepts by repeating key lesson information.