Open to opportunities

ahmad tuffaha

@ahmadtuffaha

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Customer-centric professional with over 10 years of experience.

Jordan

Message

What I'm looking for

I am looking for a role that values customer-centric strategies and offers opportunities for professional growth.

I am a customer-centric professional with over 10 years of experience in tech, logistics, and airlines. My expertise lies in resolving pain points, improving customer satisfaction, and driving retention while reducing churn. I am currently deepening my knowledge in Customer Experience (CX) and CRM systems, which has allowed me to enhance my skills in empathetic communication and cross-functional collaboration.

Throughout my career, I have delivered premium customer support across the MENA region, successfully retained community members, and elevated user satisfaction. My role as a Senior Community Management Advisor at BIGO Technology involved leading account management efforts and collaborating with various teams to resolve complex customer issues. I am passionate about making the customer journey smoother and smarter, and I continuously seek to implement customer experience enhancements.

Experience

Work history, roles, and key accomplishments

Current

Senior Community Management Advisor

Current

BIGO Technology

May 2020 - Present (5 years 2 months)

Delivered premium customer support across the MENA region, retained community members, and elevated user satisfaction. Led account management efforts to reduce churn and promote engagement.

Customer Support Account Management Customer Experience CSAT NPS Onboarding Cross Functional Collaboration

Customer Care Officer/Project Manager Coordinator

SkyTech SAP

Feb 2020 - May 2020 (3 months)

Managed projects and follow-up systems using Zoho Project Management. Coordinated with staff on task management and customer support flows.

Project Management Zoho Projects Task Management Customer Support Customer Satisfaction

Content Writer & Customer Satisfaction Officer

Image Technologies (ITEC)

Nov 2018 - May 2019 (6 months)

Created and translated content for marketing purposes, including user manuals and case studies. Designed posters for Facebook marketing plans using Canva.

Content Creation Marketing Canva Customer Satisfaction

Customer Service Representative

Aramex

Sep 2016 - Dec 2017 (1 year 3 months)

Delivered consistent customer service across multiple channels. Logged service requests and escalated issues as needed.

Customer Service Customer Escalation Tracking Process

Customer Service Representative

Extensya (Saudi Airlines Account)

Jun 2010 - Jan 2013 (2 years 7 months)

Assisted airline customers with flight booking and schedule changes using the Amadeus system. Resolved ticketing issues, cancellations, and refunds, ensuring a seamless and empathetic experience.

Customer Service Ticketing Conflict Resolution Customer Support

Education

Degrees, certifications, and relevant coursework

Al-Albayt University

B.Sc., Computer Information Systems

Grade: Pass

Completed a Bachelor of Science degree in Computer Information Systems. The curriculum provided a foundational understanding of information technology and systems.