basma nalshik
@basmanalshik
I manage high-volume customer operations, escalations, and service performance.
JordanWhat I'm looking for
I've supported Aramex and MyUS customers across live chat, WhatsApp, email, phone, and social media, handling more than 75 cases daily while meeting service standards and international shipping regulations.
In my Outsourcing Service Executive role, I monitor queues, prioritize workloads, review shipping documentation for compliance, and manage escalations, refunds, and survey follow-ups. I've consistently achieved over 90% KPI performance and was recognized twice as Employee of the Month.
I've also trained new joiners on back-office systems, Salesforce CRM, and customer service protocols. Earlier work in special-needs education and behavioral intervention strengthened my patience, communication, and one-to-one support skills.
Experience
Work history, roles, and key accomplishments
Coordinator (Volunteer)
Circassian Charity Foundation
Volunteer coordinator role at a charity foundation.
Outsourcing Service Executive
Aramex-MyUS
Feb 2023 - Apr 2026 (3 years 2 months)
Managed over 75+ customer cases daily via Live Chat, WhatsApp, and Emails, ensuring adherence to company policies and international shipping regulations. Monitored queues, reviewed commercial invoices and shipping records, and handled escalations and refund requests.
Customer Service (Social Media)
Aramex
Dec 2022 - Feb 2023 (2 months)
Answered customer inquiries and concerns via social media and coordinated with operations.
Customer Service Executive (Shop and Ship)
Aramex
Jan 2020 - Dec 2022 (2 years 11 months)
Answered customer inquiries via email and phone, coordinated with operations, and created compensation reports.
Call Center Agent
Aramex
Jan 2019 - Dec 2020 (1 year 11 months)
Communicated with customers, answered their questions, and solved problems during calls.
Call Center Agent Limited Contract
Aramex
Oct 2018 - Dec 2018 (2 months)
Communicated with customers, answered their questions, and solved problems during calls.
Junior Applied Behavioral Analysis Therapist
Life Development Center
Nov 2016 - Mar 2017 (4 months)
Provided one-to-one behavior intervention services to children with autism and related disorders.
Special Need Education Teacher Trainee
Prince Hamzah School
Feb 2015 - May 2015 (3 months)
Worked with a kid with learning disabilities.
Shadow Teacher
Eman Early Learning Center
Worked as a shadow teacher for kids with autism.
Education
Degrees, certifications, and relevant coursework
Zendesk
Zendesk Customer Service Professional Certificate, Customer Service
2024 - 2024
Earned the Zendesk Customer Service Professional Certificate in March 2024.
Hashemite University
University, Special needs education
2011 - 2015
Pursued a university degree in Special Needs Education at Hashemite University from 2011 to 2015.
Um kather
High school, General
2009 - 2011
Completed high school education at Um kather in Amman, Jordan from 2009 to 2011.
Tech stack
Software and tools used professionally
Availability
Location
JordanAuthorized to work in
Salary expectations
Job categories
Skills
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