Alrefai Hala70
@alrefaihala70
Quality Assurance professional focused on customer satisfaction, call analytics, and KPI reporting.
JordanWhat I'm looking for
I’m a Quality Assurance professional with a strong customer-satisfaction mindset, built through years of call monitoring, reporting, and performance evaluation. I adapt quickly to different work environments, communicate clearly, and make data-informed decisions under pressure.
Since 1/2024 at Taqnyat, I monitor incoming and outgoing customer service and telemarketing calls, evaluate performance for both departments, and deliver weekly and monthly reports. I create daily/weekly/monthly reporting using Power BI, communicate with new customers after sales to ensure satisfaction, and developed a KPI system to measure performance while tracking technical support conversations.
Earlier, I supported quality and growth across teams at MakanE and Mawdoo3, including preparing lead generation charts and reports, testing processes, and improving lead conversion by 50% through effective presentations. I also built over 100 online stores for clients with 100% customer satisfaction, resolved 95% of customer inquiries on first contact, and strengthened department efficiency by 30% through enhanced QA reporting.
Experience
Work history, roles, and key accomplishments
Quality Assurance - Customer Satisfaction
Taqnyat
Jan 2024 - Present (2 years 8 months)
Monitor incoming and outgoing calls from customer service and telemarketing, evaluate calls, and create daily, weekly, and monthly reports using Power BI. Communicate with new customers after sales to ensure satisfaction and create KPI systems to evaluate performance.
Store Builder
MakanE
Apr 2022 - Jul 2023 (1 year 3 months)
Create online stores for business owners, receive data from the data collection team, upload it to the control panel, verify accuracy, and share completed stores with customers.
Quality Assurance
MakanE
Dec 2021 - Mar 2022 (3 months)
Analyze and prepare weekly charts and reports for the Lead Generation department, test each process individually, and add notes to analyze weekly results.
Lead Generation
Mawdoo3
Jan 2021 - Nov 2021 (10 months)
Contact and search for business owners to present the project of creating e-stores, and set appointments with the sales team to complete the process.
Call Center Agent
Aramex International LMT
Jan 2018 - Jan 2020 (2 years)
Receiving incoming calls and making outgoing calls for UAE customers, ensuring inquiries are answered and issues are resolved efficiently, handling regular and banking shipments, and providing field support for Saudi customers.
English Teacher
Reval Academy
Jan 2017 - Jan 2018 (1 year)
Teaching English according to the specified curriculum, preparing weekly and monthly lesson plans, designing interactive activities, and evaluating students' performance.
Receptionist - Secretary - Data Entry
Basamat Dental Clinic
Jan 2011 - Jan 2013 (2 years)
Receive visitors and answer telephone calls, organize appointments and schedule meetings, and enter data and update records accurately.
Education
Degrees, certifications, and relevant coursework
Philadelphia University
Bachelor Degree, English Language and Literature
Earned a Bachelor degree in English Language and Literature from Philadelphia University, completed in 2017.
Availability
Location
JordanAuthorized to work in
Job categories
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